Joy

"Emma taught our small team how to draw on the tools and processes of service design, and develop key skills like user research and ideation. Through a series of workshops that incorporated theory and practice, Emma inspired and supported us through the whole design cycle, and then mentored us through a subsequent cycle. She was brilliantly insightful, calm and reassuring. Crucially, she brought clarity to every stage. I cannot recommend Emma highly enough - she is empowering, experienced and a joy to work with."

"Emma led a service design based review of our tourism and community information service - a first for the Foundation. A key part of the role was to nurture, mentor and support our service team to develop their knowledge and understanding of user research and service design as a type of living action learning set. Emma's passion, knowledge, style and enthusiasm enabled us to literally transform our service offer and our new online offer and to build the skills and confidence of a team who were initially very anxious about this review. The leadership style and techniques Emma brought to this project meant that everyone was bought into the change enabling us to move forward smoothly. We continue to evolve the personas that we developed based on research at that time and extended these across all areas of activity. Emma is seriously good at this."