Nice to meet you.
I create meaningful, user-centred experiences that improve how people interact with services. I love solving complex problems by understanding human needs, identifying pain points, and designing solutions that make systems more intuitive and efficient. Bridging the gap between users, businesses, and technology.
“You cannot understand good design if you do not understand people.” — Dieter Rams
How I got started in service design
My journey into service design has evolved through various design disciplines. It began in the late 1990s when I returned to study design communications, graduating with distinction. I started as a graphic designer in NHS health promotion before rapidly building a career in digital. Over the years, my roles have included web and content designer, digital services manager, and head of UX, leading to my current position as lead service designer. I’ve worked with some of the UK’s largest organisations, as well as digital start-ups and award-winning creative consultancies. To further enhance my expertise, I earned a distinction in a Master’s in Design Management, focusing on UX theory, methodology, principles, and practice.
What I've been working on
I’m currently working on transforming services at the Department for Education (DfE) to deliver a better experience and outcomes for schools, academies and trusts.
I work strategically with policy teams and senior leaders to identify service patterns across Regions Group at DfE, and within multidisciplinary, agile teams to baseline current services and design the future state, creating sustainable solutions and an optimal experience for schools, academies and trusts.
What motivates me
I’m driven by a desire to do the hard work to make services easier for the user.
Contact me.
Email: mandalouking@gmail.com