Workshop Facilitation

Facilitated internal and cross-government workshops using human-centred design and design thinking methodologies to support problem framing, service design, roadmap definition, and delivery planning. At HMRC, I led design sprint and discovery workshops with multidisciplinary teams including service designers, user researchers, product managers, policy leads, and engineers to align on user needs and identify opportunities to improve complex statutory services.

I structured and facilitated collaborative sessions to synthesise research findings, map end-to-end service journeys, and identify pain points across digital and operational touchpoints. Using techniques such as service blueprinting, co-design exercises, and rapid prototyping, I enabled teams to explore solutions, test assumptions, and prioritise interventions based on user impact and feasibility.

These workshops helped create shared understanding across disciplines, reduce ambiguity, and accelerate decision-making, ensuring service design activities were aligned with user needs, policy intent, and organisational goals. My facilitation approach emphasises inclusive participation, evidence-based thinking, and creating safe environments where diverse perspectives can contribute to shaping effective, scalable services.

In addition to HMRC, I have facilitated similar workshops for organisations including Abbott Nutrition and Hong Kong Science and Technology Parks (HKSTP), supporting service innovation, product development, and strategic transformation initiatives.