Helen Triggs

An independent service design consultant,
helping create digital services that users love.

I work on large-scale digital transformations down to small-scale interventions. I support teams so they can plan, prepare and deliver a user-centred process with confidence.

I care about better ways of working and apply that to my service design projects. I also apply user-centred design to improve how employees work together at Redesign Work.

I can help you:

Find out what’s really going on with your users

  • Plan and gather insights
  • Conduct qualitative and quantitative user research
  • Understand your audiences

Find innovative solutions

  • Frame problems from different perspectives
  • Visualise experiences using personas, experience maps, empathy maps, service blueprints…

Support you to take action

  • Generate actionable insights to build new services or improve existing ones
  • Clarify your priorities

Learn what works and what doesn’t… early, cheaply and quickly

  • Create experiments
  • Wireframe user interfaces
  • Build and test prototypes
  • Run design sprints

Create a data structure that works for your customers and staff

  • Create a user-centred Information Architecture (IA)
  • Design and model content structures and taxonomies
  • Improve your content and governance

Invite your stakeholders on the journey

  • Co-design
  • Transparent and visible processes
  • Skill sharing
  • Facilitation and coaching

Have a smooth running project

  • Clarify your vision and scope
  • Adaptive project planning
  • Validate and prioritise requirements

Ensure you continue to meet user needs

  • Usability testing and optimisation
  • Content testing
  • User-centred strategy
  • Usability testing training


I mainly work with charities, membership organisations and government bodies. Here are some of the organisations I’ve been privileged to work with:

“It has been an absolute pleasure working with you. The work you have produced is of the highest standard and I am really impressed how you managed to bring the senior leadership team on board so effortlessly.
I have mentioned before how pleased I am to be working with such an experienced and skilled individual like yourself; I am particularly enjoying your collaborative and open style.”

Silvia Pilotto, Digital and Data Director, The Institution of Structural Engineers