Stephen has over 20 years’ experience in developing digital solutions using user centred design techniques. At Santander he established and managed their first user experience team, including the creation of a new design system, training programme and in-house usability testing function.

As a lead consultant he enjoys mentoring others in their personal development to develop skills in user centred design and research.

He is also passionate conducting expert evaluations based on the latest design solutions and building complex and interactive prototypes in Axure to validate assumptions and hypothesis.

He is accredited by both Nielsen Norman (NNg) and the Interaction Design Foundation (IDF) in user experience and enjoys reading about behavioural psychology.

Mila is an experienced consultant who has led a wide variety of Service Design projects for clients such as Google, British Library, Barbican and Vodafone. Mila’s specialisms include conducting primary and secondary research, facilitating service design workshops with stakeholders and co-creation labs with users, modelling research findings into visual deliverables such as personas, service blueprints, user journey and ecosystem maps, both static and dynamic ones.

Previously, she has worked on many complex systems projects such as designing the UK’s first plastic citizen-consumers’ personas, reviewing RNIB value proposition and service design strategy, and conducting research for What Design Can Do global climate change and clean energy challenges, to name a few.

Mila co-organised London Global Service Jams and the Fringe Festival and delivered a number of talks on Service Design, Sustainable design and UX, most recent one was a webinar on ‘How we create effective personas.

Mila is part of SDN and Service Design Days networks. And she is a trainer of two Bunnyfoot courses: ‘Fundamentals of Service Design’ and ‘Co-creation, Ideation & Innovation’.