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Garry BurnsContact

Lead Experience Designer (Service & Product)

Innovation · Experience Strategy & Design · Organisational Alignment

Unforgettable experiences.Brought to life.

I make complex customer and organisational challenges easier to act on, linking human needs to business priorities, delivery choices and measures of success.

  1. Understand people
  2. Define the experience
  3. Design the service/product
  4. Enable the organisation
  5. Measure the outcome

Selected evidence

  • Magic MomentsA working model for systematic experience innovationView demo
  • Experience FrameworkHuman value connected to commercial priorities and deliveryView framework
  • Digital Product Owner and UX Chapter LeadA redesigned front-end stack and distributed UX chapterView case study

What I'm brought in for

Challenges that cross strategy and delivery

I carry human needs into business, service and product decisions that teams can own.

01

Human-centred strategy

Turning what customers and colleagues actually need into a strategy the business can fund, sequence and act on, rather than a statement of intent.

View the playbook

02

Balanced experience scorecards

Measures that hold experience and commercial performance in the same view, so improving one is never invisible to the other.

See a live scorecard

03

Team alignment and unity

Getting cross-functional teams and their leaders pulling in one direction, with shared evidence, clear ownership and rituals that outlast the engagement.

View the capability case

04

AI-enabled service design

Defining where AI belongs in a service, what it should never decide, when a human takes over, and how adoption and trust get measured.

Understand AI-enabled services

Explore your challenge

Where is your opportunity getting stuck?

Use the challenge map to explore what may be missing between human needs, business priorities and technology.

Explore the challenge map

Do these sound familiar?

  1. 01

    Impractical Innovation

    “We need to create new customer and commercial value. Where is the opportunity?”

  2. 02

    Uninspiring Experiences

    “Our experience is not working as it should. What needs to change?”

  3. 03

    Misaligned Teams

    “We know the ambition. What needs to align so we can deliver it?”

Start a conversation

If one of these questions is live in your organisation, bring the decision behind it. I can help identify the evidence, owners and next step.

Contact