Blog
Writing about public services, cause and effect, automation, and how I work.
2026
The Ascent of the Shaper
Why dogmatic template use creates stagnation, and why designers should shape their tools instead.
How mandatory identity verification for business tax could cut phoenixing and prevent fraud
Why mandatory identity verification for business tax accounts could reduce phoenixing and bar disqualified users, and how it fits the direction of HM Revenue and Customs (HMRC).
2025
AI can't polish your turd. Adopt a systems mindset.
Why you should understand the system before you add a chatbot.
Automation that creates capacity for insight
Automating grunt work so more time goes to engaging with people and gathering insights.
2024
Scaling AI without wasting resources
An idiot's guide. Personal notes on scaling AI sensibly and avoiding waste.