Tom is Head of Research and Service Design at NEC Digital Studio, an organisation built to put people at the heart of service transformation. With over 20 years’ experience in the research and design sector, Tom provides leadership to organisations in the public, private and voluntary sectors via a practice known as user-centred-design (UCD) – an approach which balances the needs of citizens with organisational goals. Tom has worked in wide range of contexts including homelessness, housing, urgent and emergency care, sustainable mobility, domestic energy usage, and building retrofit. Tom’s team specialise in activities such as codesign, system thinking, and prototyping as a means to support organisations on their service transformation journeys. Tom’s team are experts in working with vulnerable members of society and bringing people’s needs and experiences to life within service improvement decisions. Tom loves working amongst senior teams and with end users, grappling with complex challenges and designing compelling services and strategies that make a positive contribution to society.