Ayaan Qureshi

Service designer . Lisbon

SERVICE DESIGN . PUBLIC AND CIVIC WORK

I redesign the bit between the form and the person.

Ten years on services people cannot opt out of - benefits, housing, healthcare booking. The interesting work is almost never the interface.

Service mapping 92%

End to end, including the paper parts

Research with real users 88%

Homes, offices, waiting rooms

Content design 79%

The words are usually the fix

Prototyping 71%

Enough to test a hypothesis, not to ship

One number, one form, and a promise about when.

Cut did-not-attend by a fifth by changing the reminder, not the app.

Removed a letter that caused most of the calls.

2022-Now
Lead Service Designer . Civic Studio
Housing, health and the paperwork between them.
2018-2022
Service Designer . Northgate
Benefits renewals, and the letter that caused the calls.
2015-2018
Researcher . Fieldwork Co
Where I learned to sit in waiting rooms.

Those are the ones worth doing properly. Tell me who has to use it and what happens when it fails.