Brenden

Palmer

I help organisations manage complexity, understand customers, and build world-class software products & services. Based in London.

I help organisations manage complexity, understand customers, and build world-class software products & services. Based in London.

I help organisations manage complexity, understand customers, and build world-class software products & services. Based in London.

My experience

Former game designer turned product & service designer. Obsessed with helping my clients unpick complexity and connect strategy to customer insight.

Former game designer turned product & service designer. Obsessed with helping my clients unpick complexity and connect strategy to customer insight.

My story

My story

My story

What I do

With over 10 years' experience, I help organisations with:

With over 10 years' experience, I help organisations with:

Service design

Connecting people, processes, & tech to deliver seamless, human-centred services that scale

Change management

Enabling the shift in culture, behaviours, and operations needed for transformation to stick

UX & Product

Driving how product teams deliver value and outcomes based on insight, not just features and outputs

Mixed methods UX research

Combining qualitative and quantitative insight to surface what really matters for users and strategy

Organisational design

Reshaping team topologies, roles, & incentives so that work aligns with purpose and adapts to complexity

Systems thinking

Creating the conditions for healthy interdependence, coherence, and leverage across organisations

Let's connect!

Let's connect!

Let's connect!

Case studies

My recent work is focused on service design, enterprise UX, and change management across public and private sector.

Case study 01

Service Design

Service Design
Service Design

Enterprise UX

Enterprise UX
Enterprise UX

Quant Research

Quant Research
Quant Research

Creating a new service operating model

Delivered a roadmap for organisational change utilising a mix of quant & qual research methods, JTBD, and value polarity mapping.

12 services

reduced cost to serve using new service patterns

2 year

roadmap delivered for
change management

Case study

Creating a new service operating model

Delivered a roadmap for organisational change utilising a mix of quant & qual research methods, JTBD, and value polarity mapping.

12 services

reduced cost to serve using new service patterns

2 year

roadmap delivered for
change management

Case study

Creating a new service operating model

Delivered a roadmap for organisational change utilising a mix of quant & qual research methods, JTBD, and value polarity mapping.

12 services

reduced cost to serve using new service patterns

2 year

roadmap delivered for change management

Case study

Case study 02

Service Design

Service Design
Service Design

Product Design

Product Design
Product

AI / ML

AI / ML
AI / ML

Predictive AI for Enterprise Merchandising Tools

Leading a small team of experience designers, over 12 months we mapped the 'as is' process, carried out a programme of discovery, co-creation, and took a new service proposition from concept to MVP.

+8%

YoY revenues

50%

faster time to market

Case study

Predictive AI for Enterprise Merchandising Tools

Leading a small team of experience designers, over 12 months we mapped the 'as is' process, carried out a programme of discovery, co-creation, and took a new service proposition from concept to MVP.

+8%

YoY revenues

50%

faster time to market

Case study

Predictive AI for Enterprise Merchandising Tools

Leading a small team of experience designers, over 12 months we mapped the 'as is' process, carried out a programme of discovery, co-creation, and took a new service proposition from concept to MVP.

+8%

Yearly revenues

50%

faster time to market

Case study

Side projects
& talks

I love doing public speaking and storytelling, as well as sharing thoughts I've had about design over the years.

My philosophy is that as designers, we need to be constantly immersing ourselves in topics outside of digital design, so that we have the inspiration and wisdom we need to solve problems responsibly.

UX Crunch Business x Design, Oct 2023

A Seat at the Table: Bridging Design & Business Outcomes

A talk about alternative mental models that we as designers can use to work more effectively across long-term timescales inside organisations.

Summary

Summary

Summary

SuperHi Design Course, 2023

Designing Workshops that Stick: A Guide for Creatives

Join seasoned professional Brenden Palmer and Ilaria Oberto as they unpack the secrets of impactful workshop design in a short one hour crash course in partnership with SuperHi Inc.

Summary

Summary

Summary

London Festival of UX & Design, 2022

The Secret Sauce for Creating Impactful UX Research Outcomes

A talk about frameworks for bridging strategic UX research with business strategy, empowering design practitioners to deliver their best work.

Summary

Summary

Summary

Approach
to work

Over the years I've developed my own unique approach to design work, which I outline in 6 principles.

01. Outcomes over process

We live in a fast-paced and sometimes chaotic world, and at times we have to make important decisions with limited information. In my experience, rigid planning and a devotion to process for its own sake just don't work for complex problem spaces. We have to remember that even tools like service blueprints and prototypes are simply a means to an end, the outcomes we want to achieve in partnership with others.

02. Designing for good

I firmly believe in our collective responsibility to ensure that the products & services we create have a positive social impact. We have to purposefully choose what sectors and problem spaces we want to address. In my experience, this approach not only engenders trust and loyalty from users and stakeholders but also creates a sense of purpose amongst my team.

03. Seeing the holistic picture

I believe in working in a collaborative and transparent style with stakeholders, which ensures we are all aligned and working towards a common goal. Everyone needs to have a seat at the table and I like to begin working collaboratively with others as early as possible. As with all teams, it's essential we don't mistake the map for the territory. Sometimes we have to take a step back and take a broader and longer-term view of organisational transformation.

04. Making sense of systems

We live in a complex world where we're often rewarded for simplifying, specialising, and staying in our silos. But one of the things I do best is connecting the dots and making sense of systems beyond my own boundaries. I envision a future where dots are joined up, and everyone understands how their contributions impact the systems we collectively seek to change.

05. Everything is storytelling

Anyone who has worked with me will say that telling good stories is one of my most noticeable skillsets. Communicating findings to a client, leading a design team, mentoring other practitioners – all of these involve leading with curiosity and drawing out the stories worth telling.

06. Fun is indispensable

One of my core values that shapes my design approach is that fun, humour, and theatre are indispensable for good design practice and leadership. Whether it's designing an effective workshop or presenting research findings to a client in an engaging way, I bring a deep sense of playfulness to my work that complements my approach to storytelling.

Contact me

Let's work together

Get in touch

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LinkedIn

Created by Brenden Palmer / 2026

Contact me

Let's work together

Get in touch

Home

Home

About

About

LinkedIn

Created by Brenden Palmer / 2026

Contact me

Let's work together

Get in touch

Home

Home

About

About

LinkedIn

Created by Brenden Palmer / 2026