Laurence Pratt
Helping organisations understand people, improve services, and design systems that support meaningful change.
Over the last 15 years, I have worked across digital products, customer experience, service design, behavioural change and innovation, helping organisations uncover insight, improve decision-making and create better outcomes for the people they serve.
Designing and improving services through discovery, journey mapping, systems thinking and cross-functional collaboration.
Planning and leading qualitative research that uncovers customer needs, behaviours, pain points and opportunities for improvement.
Applying behavioural science, coaching principles and human-centred design to help people move from intention to action.
Exploring how AI can enhance customer experiences, support decision-making and reduce friction while keeping people at the centre.
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Over the last 15 years, I have worked across digital products, customer experience, service design, behavioural change and innovation, helping organisations uncover insight, improve decision-making and create better outcomes for the people they serve.
My career began in digital product design and evolved into UX research, service design and behavioural change.
Over the last 15 years I have worked across hospitality, travel, healthcare and digital products, helping organisations understand customer behaviour and translate insight into meaningful improvements.
Alongside my design and research work, I became a certified ADHD coach, deepening my understanding of behaviour change, executive function and how people move from intention to action.
Today my work sits at the intersection of service design, research, behaviour change and human-centred AI.
