Project 04 | view next

Ministry of Defence.
Digital transformation –
Tri-service registration system.

Design leadership and in-house services

Transforming legacy systems and enhancing the end-to-end recruitment experience.

SME engagement to optimise system processess and operational workflow

About

Engagement

Joining the programme mid-flight as a design consultant, I quickly established relationships and provided critical thinking, design expertise, and team leadership to tackle ongoing delivery challenges. I founded a multidisciplinary in-house design function, championing user-centred design as a foundational practice while working closely with cross-functional teams—including Business Analysts, Solution Architects, Data, and Engineering—to overcome complexities and drive progress.

Strategy

I led the development of the design capability by implementing processes, standards, and tools that enhanced workflow and overall effectiveness. Continuous engagement with stakeholders and daily interactions with client-side SMEs enabled the team to map the end-to-end ‘As-Is’ process, identify friction points and blockers caused by legacy technology, and guide the transition to the ‘To-Be’ process for the recruitment service.

Methodology

As Head of the Design Function, I co-ordinated multidisciplinary activities and outputs to ensure alignment with frameworks like GDS and best practices in user-centred design. By applying design thinking, problem framing, and iterative methodologies, I guided the team to solve complex challenges and deliver impactful results.

Through facilitating workshops and overseeing the creation of design artefacts, I ensured a rigorous process that produced intuitive, effective outcomes. From transforming legacy business processes to enhancing user experiences, the team consistently delivered cohesive, user-friendly solutions that aligned with strategic goals and delivered tangible value.