Tom Macfarlane has been a Specialist Service Designer with the Consumer Digital Division at British Telecom for the past 18-months.

He is a seasoned Service Designer working in Innovation teams and has worked across many digital markets and organizations.

His service design journey since university has focused on the intersection between design innovation and delivering service excellence. His background covers digital & physical Service Design from Business Start-ups to building the architecture of entire corporations to maximize the impact of service design on the business and build products and services people truly need.

Tom has worked across different industries from Tech to Healthcare to Finance and FinTech. He believes that true innovation must encompass the whole business using his human-centred approach to development which places the end-users right at the heart of the company’s decision-making.