Hello, I am Zoey Zheng
I’m a Senior Service Designer working in local government, focused on improving complex public services.
Over the past few years, I’ve worked across adult social care, housing and digital transformation— understanding how services actually operate across user journeys, frontline delivery, and back-end processes, and turning that into practical improvements.
My background spans UX design, user research, and service design, which means I tend to approach problems from both a user and system perspective.
What I’m passionate about...
I work in complex service environments, where user experience is shaped by multiple teams, systems, and constraints.
I thrive in multidisciplinary settings — working closely with researchers, designers, PMs, and delivery teams, as well as service areas — to understand how services actually operate in practice.
A key part of my work is making complexity visible. I use mapping and visualisation to bring different parts of a service together, helping teams build a shared understanding and have clearer conversations about where change is needed.
From there, I help teams move from that shared understanding into practical, actionable improvements that can be tested and delivered in real contexts.
A bit more about me...
I started my career in UX design before moving into service design through my master’s degree at the Royal College of Art.
That combination has shaped how I work today — balancing structured thinking, visual clarity, and a strong focus on user needs.
My work focuses on supporting public sector teams to design and improve services that are more joined-up, accessible, and sustainable.