Service and product portfolio
This is Eleanor Bowen-Jones’ service and product portfolio. It includes work delivered through Every Brilliant Day Ltd, and also other projects and roles Eleanor has undertaken.
Group service course
A professional development course - ‘Improve the experience of your service for your clients and yourself’ - for those who want to develop or improve their health, helping or public good service.
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Practitioners and leaders providing health, wellbeing or public good services
User-centred design professionals working in health, wellbeing or public good services
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B2C service from Every Brilliant Day
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Service creator, including design, research and delivery.
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Independent health and wellbeing practitioners and small organisations providing health, wellbeing or public good services, often do not have the budget to engage a multi-disciplinary team to deliver user-centred, agile services. They also may not have had access to education and skills development regarding user-, human-, more-than-human-design and agile approaches to service development and delivery.
This course aims to increase their ability to develop and improve their services to give the best possible experience to their users, through supporting them to develop an understanding of the fundamental principles of service design and agile delivery approaches, and how they might apply those principles within their service.
An associated problem is that practitioners working in health, wellbeing and public good services may overlook their own needs, or their needs may be overlooked by their organisation. This can have negative consequences for their own health and wellbeing and also undermines their ability to provide a great service to their users. This course therefore includes an emphasis on both service user and service provider needs, and designing the service with both the user and the practitioner experience in mind.
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Having completed initial research, testing and a subsequent beta version of the course, the first fully live version of the group course will launch in Spring 2025. The content, format and structure has significantly evolved through user engagement and feedback.
During the beta, I discovered that the synchronous, group format works well for some users, but other users may prefer a self-led format. I am therefore also conducting an additional beta for a version of the course in an alternative, self-led format.
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Conceptualising and ideating the course
Recruiting research and beta participants
Preparing for and conducting research interviews
Testing prototype course assets
Drafting surveys
Analysis of research data to identify and understand user needs
Identifying learning objectives and outcomes
Creating course content
Facilitating group course sessions
User engagement and collection and analysis of user feedback
Managing iterative service roadmap
Medical data
A new medical data platform and service.
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Health professionals, analysts and researchers
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Working with an agency for a public sector end-client
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My official title was ‘Product manager,’ but the team worked collaboratively and flexibly with one another so my remit extended beyond a narrow definition of product management to include activities that are also associated with research and service design.
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Improving access to and utilisation of a large, complex and varied set of medical data, relevant to multiple services.
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I was able to work collaboratively with the talented team and the end-client to iterate a vision of the service that evolved considerably between the beginning and end of the project. We completed the alpha and produced a report with recommendations for beta. During this process we both validated and invalidated assumptions through our engagements with users and stakeholders. We also identified other services that could benefit from the proposed solution
Through deep engagement with users and stakeholders we were collectively able to deliver a proposed product and service that have the potential to bring significantly greater value to users than had been anticipated at the start.
We progressed through the service assessment process to enable progress to the next stage.
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Prioritising user needs to be addressed and activities to be done
Collaboratively articulating and refining product and service vision
Defining and managing scope
Drafting and feeding back on reports and other documentation
Service resource planning
Articulating user stories and requirements for designs and prototypes
Giving feedback on research tools, designs, prototypes, personas and service maps
Conducting and observing user testing, co-facilitating research workshops, collaboratively analysing research data
Building the case for pivots in scope and approach in response to research findings
Stakeholder engagement, including information-gathering sessions, client meetings, and show and tells
Being a source of support for the service team and troubleshooting where needed, facilitating and co-facilitating team workshops
Health professions training and education
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Health professions trainees
Professionals providing services for health professions’ trainees
Workforce planning and workforce transformation professionals
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Public sector (my engagement spanned in-house and via agency)
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This was a multi-year engagement during which I had several roles including service owner; digital service, product and content specialist; product manager.
Creating a new platform to support health professions trainees to apply for and progress through training and education, throughout their careers.
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Improving the experience of applying for, accessing and progressing through health professions training and education. Key challenges were the large and very variable legacy web estate, considerable variety and variability in journeys across different online and offline touchpoints, and challenges for internal users delivering services as well as for service users.
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A new platform was built to transform user experience and improve accessibility, designed and delivered to the GDS and NHS service standards, including going through service assessment.
By the end of my engagement, four websites had been launched publicly providing key information and touchpoints in service journeys for different health professionals and health professions’ trainees.
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Service strategy and leadership
Championing user-centred design and agile principles
Facilitating regular sessions involving both internal stakeholders and service users, team workshops and ‘Show and tells’
Providing guidance to user researchers on research questions, research roadmap, research methods, research protocols and procedures, feedback on interview scripts, surveys and prototypes, feedback on research analysis and reports
Conducting and observing research interviews and drafting surveys
Working collaboratively with UX designer, content designers and researchers on information architecture
Prioritising user needs, managing the product roadmap, writing user stories and acceptance criteria
Working with the delivery manager and the service team to create the best team workflows, processes and ways of tracking progress
Overseeing the production of a platform guide for anyone working on the new platform
Drafting and feeding back on assets such service blueprints, user journeys, and personas
Giving briefs, feedback and guidance for designs and prototypes
Engaging with stakeholders at all levels, including representing the service and service team in conversations with senior leadership
Supporting the content team and external contractors with oversight of content roadmap planning, content strategy, content auditing
Providing guidance and feedback to the QA test analyst
Global Health PhD
I completed a PhD in Global Health that investigated aspects of how education services and health services intersect in undergraduate medical education.
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Primary users:
Undergraduate medical students
Professionals within organisations hosting medical students on placements
End users:
Patients
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A university hosted and supervised my PhD (King’s College London, with additional supervisory support from St George’s University of London).
It was funded primarily by a charitable organisation (the Royal Society of Medicine).
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Doctoral researcher (PhD candidate)
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Addressing harms and inequities at the confluence of two services – educative services for medical undergraduates and health services for patients.
‘Electives’ in undergraduate medical education are placements in a professional setting that medical students undertake towards the end of their degree. Some students go abroad for their elective, including to low- and middle-income countries (LMICs).
Current research has raised questions about the risks, burdens and inequities associated with current practice, that can have negative impacts for students, hosting organisations and patients.
Initially, I was asked to do a research project to evaluate the success of an online course to teach medical students about ethics and ethical decision-making, prior to departing on their elective placements.
However, as I began my initial research, I started to question whether an online course about ethics was actually solving the most important problem. My research therefore changed from what would have been equivalent to a continuous improvement evaluation study, to something much more like a discovery phase. I revisited the problem to be solved, further explored the needs of hosts and students through research with those service users. Through this research and the analysis, I also considered who was accountable and had the power to effect change, particularly in the context of the broader systems and structures that medical education exists within. This led me to different suggestions about approaches to designing solutions.
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I produced recommendations for the future development of the medical undergraduate curriculum and the operational approach to curriculum delivery.
Instead of the initial solution I had been asked to evaluate - an online course about ethics for medical students - my recommendations for solutions to be explored, included building learning outcomes around motivations, identity, processes of ‘crossing over’ and struggle into the overall medical curriculum. I also proposed that in addition to what students learn, how they are supported by home medical schools in their learning, and how placement hosts are engaged with by medical education leaders also requires change.
I was invited to present these recommendations to the Medical Schools Council electives group, and at a conference attended by students and medical educators, thereby engaging with stakeholders involved in future thinking and decision-making about electives.
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Analysis of existing literature
Development of epistemological framework to guide research design and methodology
Compliance with research policies and ethical practice – e.g. ensuring informed consent, robust data storage and security planning and processes, acquiring institutional ethics approval for the research
Design and delivery of observational research
Design and delivery of semi-structured interviews
Research analysis
Production of written thesis, including recommendations
Engagement with stakeholders to drive impact of recommendations.
Online health information
Accessing information about health and health services through online video and multimedia content.
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Primarily patients and the public.
Health professionals and trainees.
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Public sector (in-house)
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Head of Video / Digital multimedia lead
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Providing reliable, evidence-based health information for patients and the public online - offering additional support to engagement with offline health services, and also helping them to manage their own health.
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By the end of my engagement over 1000 videos had been published, with almost 1 million views per month across platforms. The team was taking a user-centred and multi-platform approach to creating and curating health videos, and improving the design and functionality of video-led online products, to meet users’ needs in consideration of their wider user journeys.
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Approaching video and multi-media content from a service perspective – e.g. consideration of the context within which users access and consume information (including the physical environment, tools used, emotional state, and stage in their wider health service engagement)
Consideration of different user groups with different user needs around finding, accessing and applying video health information – e.g. adapting content on the same topic to meet different user needs – such as, different information needs associated with specific challenges experienced by particular groups. Or different user needs regarding format and style associated with how users interact with content on different platforms
Content strategy and planning, including managing the roadmap and creating a decision-making tool about the most appropriate content medium depending on user needs associated with that topic – e.g. video may be appropriate if the user needs include understanding a demonstrable process, or emotional reassurance
Commissioning, curating and creating video and multimedia content
Product managing the development of video- and audio-related website functionality to ensure user needs are met
User research – including research survey design, delivery and data analysis; working with the user research team to build a user research lab and to video user research conducted in participant homes
Managing a video production team
What people have said about working with me
“Eleanor was one of the most committed professionals I’ve had the pleasure of working with... Proactive, ambitious, dedicated, results-driven and broad-minded perfectionist.
Give her the really challenging tasks, the ones that everyone else is struggling with, and she will get them done. Very positive attitude towards work, a fantastic person and I will always hold her in the highest esteem. ”
“Eleanor was an outstanding colleague to work with. She demonstrated exceptional leadership, problem-solving, and communication skills in her product management role on one of our digital delivery projects within the healthcare sector.
Her expertise and dedication significantly contributed to the project’s success. I would wholeheartedly recommend Eleanor to anyone seeking a skilled and dependable professional.”
“Eleanor’s service design experience shines through ‘Improving Your Service for Your Clients and Yourself’. This course will guide you through a holistic and detailed approach, whatever your service.”
“Every Brilliant Day offers a practical and thoughtful approach that will help you gain a different perspective on service design, highlighting the needs of a group not usually formally considered: service practitioners.”
Get in contact
I’m always happy to answer any questions you have about my services.
Just get in touch via this form and I’ll get back to you as soon as I can.