Anna Horton
Senior Service Designer and User Research @Nec Digital Studio
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WORK HISTORY
Senior Service Designer and User Research @Nec Digital Studio
At NEC Digital formally Snook, I have led user research across a variety of public-sector services, ensuring inclusive, trauma-informed, and user-centred approaches from discovery through to beta.Delivered research for central government services (Home Office, HM Passport Office via CoLab) in line with GDS standards including GDS Alpha Assessment, healthcare (NHS), private sector (Lloyds), charities (Scouts, Victim Support Scotland), and academia (UEA)I am used to working on large-scale digital transformation projects. Lead multidisciplinary teams through multiple research projects with strong client and stakeholder engagementActive member of the Trauma-Informed Research Working Group, shaping inclusive practices for both participants and researchersApplied a wide range of research methods:– Remote/in-person usability testing (high & low fidelity prototypes)– In-depth interviews, observations, surveys, workshops, co-design– Service design techniques: ecosystem mapping, journey maps, service blueprintsTranslate research findings into clear user needs and actionable recommendations for delivery teams and senior stakeholders
EDUCATION
AllWomen
Bootcamp, UX/UI
Birmingham City University
Bachelor of Fine Arts - BFA
ABOUT ANNA HORTON
Strategic, well-rounded and future-facing Senior User Researcher, service designer, and participatory artist with over 10 years experience working across the delivery lifecycle, from discovery to beta. I enjoy tackling problems in complex environments, and have worked in public, private and third sector contexts. I foster a culture of collaboration across disciplines in the teams I lead, and ensure accessibility, inclusion and ethical frameworks are built into our ways of working from the start. I confidently advocate for the importance of UCD principles and participatory approaches with both grassroots communities, internal technical staff, and externally on the client side, which has contributed to an improved UCD literacy, across disciplines, in the businesses I work for and alongside.
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