Projects
Reducing Costly Call Centre Volume Through Information Architecture Transformation
The Commercial Context (The Problem)
Customers struggled to find accurate information about their claim status and progress, resulting in a significant increase in contact centre demand, with claims-status enquiries accounting for around 70% of all related calls, emails, and chats. The goal of the project was to improve digital self-service and reduce costly contact centre volume by transforming the information architecture and customer journey. My role was to lead the end-to-end service design, evaluating and optimising channels, touchpoints, and content to create a clearer, more intuitive experience that enabled customers to find information independently.
It connects indigenous and diasporic knowledge systems with contemporary environmental science, highlighting ways of living that honor the land, protect biodiversity, and rethink resource use.
For heritage, myth, and the stories that endure.
Cultural Memory explores the threads that link generations.
It centers oral tradition, symbolism, ritual, and the lived histories of African and diasporic communities, treating them as technologies of remembrance.
This pillar reveals how memory shapes identity, how heritage influences creativity, and how recovering lost or hidden histories strengthens our collective imagination.
It affirms that the past is not static — it is active material for building tomorrow.
For speculation, vision-making, and Afrofuturist thought.
Future Imagined is where possibility takes form.
It invites writers and thinkers to explore alternative worlds, reinterpret the present through speculative lenses, and consider futures shaped by justice, creativity, and cultural continuity.
Grounded in Afrofuturist philosophy, this pillar embraces non-linear time, visionary design, and re-enchantment — opening pathways to futures that expand, rather than constrain, human potential.
For power, ethics, and the structures we build.
Human Systems looks at the frameworks — political, technological, social, and economic — that influence daily life and collective futures.
It examines how new technologies challenge old assumptions, how governance adapts to rapid change, and how communities resist or reshape structures that no longer serve them.
This pillar encourages a critical yet imaginative view of progress: not as inevitable, but as a system humans actively design.
For cities, movement, and the geographies of belonging.
Urban Cosmos views cities as dynamic ecosystems shaped by culture, migration, infrastructure, and aspiration.
It explores how urban spaces carry memory, how diasporic communities create belonging across distance, and how Afrofuturist ideas can inspire new forms of architecture, mobility, and communal life.
This pillar treats the city as both a physical place and an imaginative realm — where new futures are continuously rehearsed.
For short reflections, emerging ideas, and cultural pulses.
Signals captures the quick movements of the world — brief insights, news fragments, experiments, innovations, and cultural shifts.
It functions as Sankofa’s “early-warning system,” gathering the small sparks that often precede larger transformations.
This pillar is agile, observational, and continuously updating, offering a living snapshot of the ideas shaping life on Earth and beyond.