But first, something about me


I’m Jess a Designer, originally from Sydney, currently based in London working as the Head of Service Design and Principal at Idean UK, previously Adaptive Lab.  That’s me in the photo above interviewing the Service Design Director from Barclays at our studio as part of Design Week 2017.

I’m what you might call a hybrid with extensive experience that covers business, product and service strategy. This experience extends to qualitative and quantitative research and flows right into detailed service and product design.

I’m passionate about evolving the practice of Service Design and have been lucky enough to be the one to grow our Service Design team and practice from scratch.  We’ve been doing some truly transformational (really actually transformational) work for lots of big clients recently like Barclays, Three and HS2.  Check out how we reimagined the mortgage advice experience for millions of customers here, built and award winning coach-bot that’s changing work lives across the NHS here and launched a new sim only network in < 6 months here.

I’m a truly obsessive learner who’s rarely satisfied with the status quo. When I worked in big consulting, I wasn’t satisfied with how research was being applied to solve problems, so I decided I had to learn design (first graphic, then product). When I designed products, I wasn’t satisfied that the systems surrounding these new products were ultimately failing our users. So, I decided to get a Masters in Service Design Innovation.

Then I joined Adaptive Lab a leading digital and innovation consultancy, where we built a design team that straddles both product and service design. So, well, you probably get the pattern by now. I love my work, I love making things better, and I love building an organisation where smart, compassionate people thrive.

This used to be my blog where I wrote about talks I’ve been to, exhibitions I’ve enjoyed, books I’ve read, articles I’ve browsed, videos I watched, podcasts I’ve listened to and the random thoughts I’ve had relating to design. Now it’s mostly about things I’ve had published, talks I’ve given and work I’ve created.  I haven’t stopped doing all those things (talks, books, exhibitions) though, so if you want to chat about any of those things, or about design in general drop me a line at jlleitch@gmail.com

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