Case Study
Citizen Experience & Service Design
Research · Strategy · Service Design · Public Services · Talent Development
Organisational Challenge
How might we improve communication services while enabling the teams responsible for them to adopt new ways of working internally?
Following a public tender, I was brought in to support the teams responsible for communication services for the National Railway service.
The challenge was to understand both the experience of users and the internal processes behind the service, identify opportunities for improvement, and translate those findings into practical recommendations the teams could implement themselves.
Beyond delivering insights, the project needed to create the conditions for long-term internal change and capability building.
My Role
I built a team and led a research and service design project combining on-site and online user research with an analysis of the organisation’s internal communication processes.
We worked to understand the experience from both sides of the service: uncovering user needs, pain points, and expectations while mapping internal ways of working to identify opportunities, gaps, and areas for improvement.
I then synthesised the findings into a comprehensive report, bringing together conclusions, strategic recommendations, and relevant best practices to provide a clear direction for the teams.
A key part of my role was ensuring the work didn’t stop at recommendations.
We designed and facilitated multiple internal sessions and workshops, equipping teams with practical tools, methods, and frameworks to translate the findings into action and continue the work independently.
The Impact
The project gave the communication teams a clearer understanding of user needs, internal challenges, and opportunities to improve their services, while providing a practical framework for moving from insight to implementation.
It delivered:
- A holistic view of the user experience and internal communication processes
- A set of strategic recommendations and best practices
- Practical tools and frameworks to support implementation
- Internal sessions designed to build skills, confidence, and ownership
- A stronger foundation for continuous service improvement and internal capability development
Reach out for more details
Hello! I'm Mireia
12+ years of experience as a researcher, working across industries, from tech and startups to public institutions and global organisations, to understand people’s needs, motivations and behaviours, and the evolution of those to inform innovation processes, and translate them into strategy, organisational direction and better services.
I’ve led complex international research projects and multicultural teams, providing direction for the launch and development of high-impact services, while building and mentoring professionals along the way. Think French National Railway, BBC, N26, British Science Association, Nature Publishing, among many others.
Alongside this, I teach at Tech, Design and Business Schools, speak at events, and design and run programmes for leaders and teams navigating change. I’ve also been one of the founding members of the Brighton Wellness Community.Through this work, I support people make sense of transitions, rethink how they work, and develop more intentional, sustainable ways of working and leading in complex environments.
Based in Barcelona, working worldwide.
They’ve already trusted the work
Challenging conventional thinking
The gap between a strategy and its results is almost never technical. It’s human.
The world is changing faster than you can process and you’re making decisions without a clear view of where things are heading
I bring strategic thinking and human insights into the work, practical tools for making better decisions today, grounded in how people and behaviours are actually shifting, so you’re not only thinking about the next quarter, but also about how today’s decisions support the future you want to build, considering complexity and uncertainty.
Focusing not only on the what, but also on the how
Changing strategy without changing how you operate often leads to the same outcomes under a different name. Building a prosperous and sustainable present and future also requires evolving the way decisions are made, work is approached, and teams operate.
Committed to creating prosperous realities for all
Real prosperity means more than financial results. I work with organisations, teams and individuals who understand that what’s good for people, the organisation and the world around them isn’t in conflict with strong performance, but actually what makes it sustainable.
