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Understand
Learn about the organisation, customers, services, evidence, goals and constraints.
Think like a customer.
Understand the operation.
Design the connection.
CONNECTED EXPERIENCE MODEL
Four perspectives.
One practical view of the experience.
SELECTED WORK
Work across organisations, services and systems.
Four organisations showing how operational understanding, customer needs, design decisions and practical delivery connect.
01 / M&G INVESTMENTS
Making complex information and workflows work better.
Information Design, Operations & Automation
Work within a complex, regulated financial services environment connected information clarity with reporting workflows, accuracy, stakeholder requirements and efficient delivery. Existing portfolio evidence supports both communications design and process improvement through automation.
INFORMATION / OPERATIONS / AUTOMATION / DELIVERY
02 / VISION RT
Connecting technology, communication and experience.
Brand, Digital & Connected Experiences
A longstanding relationship supporting a specialist medical technology business across digital, brand, communication and physical environments. The work considered business objectives, different audiences, clarity, usability and consistency across touchpoints.
BRAND / DIGITAL / UI / COMMUNICATION
03 / NURSDOC
Designing around people, services and business needs.
Customer Experience, Digital & Brand
A longstanding client relationship spanning branding, digital and communication work. The portfolio narrative connects business needs with the experiences of healthcare professionals, recruitment candidates and client organisations without implying unverified research or results.
CUSTOMER / DIGITAL / BRAND / COMMUNICATION
04 / CHARITY COMMISSION
Improving how organisations work.
Business Operations & Service Improvement
Earlier Management Services experience focused on internal processes, staff workflows, organisational efficiency and service delivery. It established an operational foundation for Joe’s later work across customer experience, service design and business improvement.
BUSINESS / PROCESS / OPERATIONS / DELIVERY
SERVICE DESIGN
My experience spans customer communications, operational workflows, process improvement and automation, connecting the different parts of an organisation to create clearer, more efficient services.
REPRESENTATIVE METHOD
SERVICE LAYER
Discover
Understand
Choose
Act
Find and explore services or information.
Learn and engage with the right content.
Compare options and make a decision.
Complete the request and get support.
Website, search and referral (e.g. service pages, guidance).
Content, tools and conversations (e.g. FAQs, chat).
Advice, options and clear next steps.
Confirmation, updates and ongoing support.
Hard to find the right information or service.
Slow or no response, creating uncertainty.
Repeated questions and inconsistent information.
Unclear ownership or what happens next.
Enquiry enters shared inbox or multiple channels.
Staff manually assess and assign the request.
Multiple teams coordinate and validate information.
Staff prepare and send a response or outcome.
No structured intake or clear entry points.
No defined response ownership or timeframe.
Disconnected information and systems across teams.
No standardised closure or follow-up process.
Clearer entry points and a structured enquiry form.
Automatic acknowledgement and defined ownership.
Shared case history and smoother handovers.
Clear resolution, follow-up and status tracking.
01
Journey mapping
02
Service blueprints
03
Stakeholder ecosystems
04
Touchpoint analysis
05
Operational process mapping
06
Opportunity prioritisation
07
Co-design and alignment
08
Service principles
09
Implementation planning
Connecting experience thinking with practical delivery.
CONTACT
Let’s improve the experience – and the service behind it.
Joe Vasudevan · London, UK
LinkedIn — link to be configured · CV — link to be configured