human-centred service designer & facilitator

To have a positive impact on people's lives and grow a cohesive business, to not only embed new technology but also new ways of approaching problems and creative solutions have been/are/continue to be my personal ambitions and professional rewards.

My main tool is questioning. Questions to identify opportunities, reveal underlying needs and understand human behaviour in the user context.

To embed lasting change, there's no recipe book. To make it stick and scale, organisations have to embrace a new mindset: customer and staff-centric, a new balancing act!

Most of my efforts focus on steps to develop a shared vision and generate opportunities for co-creation.

flexible & adaptable design process

  • build common ground

    To build consensus about the problem space and research objectives, I adopt a holistic approach and align the project stakeholders on business goals and success criteria, I collaborate with developers to clarify the technical context.

  • observe & map

    Build empathy to relate to the user's problems or painpoints. Elaborate a User research plan, carry out interviews to gather qualitative and quantitative data. Frame the service landscape with user journeys, blueprints, and analyse the results.

  • define: how might we...

    Multi-disciplinary teams are subjected to complexity and inconsistency, I define an optimistic statement to empower each team member with a clear mission: how might we help our users achieve their desired goal so that the service outcome is viable and feasible.

  • ideate, co-create the "to be" future state

    Develop opportunities into solutions using research insights, experience principles, personas as prompts for a structured ideas generation workshop. Then evaluate and rank ideas based on value and feasibility. Envision and tell a human-centred story.

  • validate & refine solutions

    Get out of the building and ask for another set of eyes...to find flaws or omissions. To validate, test usability in a formal lab or "guerrilla" style will yield a better interaction, a more valuable experience for the users of the service.

  • deliver & support

    Minimal Viable Service?

    I prefer a "Minimum Lovable Service!" Iterated, validated and launched. The roadmap lays out how the real-life mechanics are articulated over time to make up the future experience. A culture of design thinking and ownership transitions the project to the BAU support team.

What People Are Saying

Gaetan has created a 'customer-first' mindset to user experience that ensures all conversations start with "How do we create more value for our clients".

As our company continues to grow, Gaetan has played a key role in further enabling that growth by challenging our thinking and helping to refresh our planning, design process and execution.

Jonathan Corrie, CEO & Co-Founder, Precursive

Gaetan is a fast learner and self-starter. He has transformed the approach of the dev teams to move to user-centric design thinking through a combination of education workshops and determination.

He always looks for opportunities for improvement through either processes or tools.

Adrian Smalley, Consumer Goods Enterprise Architect at Salesforce