Isaac Pinnock
is a strategic designer.
I help define future services, bring zero-to-one propositions to life, optimise established products and launch new features.
I work as both an individual contributor and team lead. I believe the best work comes from great teamwork - a three-corned affair made up of the business, the maker and the user.
I have 25 years experience in this ever-changing industry.
I’m the founding design partner of Made by Many, London’s original product studio. I’m currently freelancing and also available to hire. Here’s some of my recent work:
Ascential | The Work | Project lead
‘YouTube for Creatives’
Leading a combined Made by Many and Ascential design/development team, we created and launched ‘The Work’. Built upon the phenomenal archive of Cannes Lions winners and submissions, this subscription service is the place for advertising creatives to be inspired all year round.
Google Play | Developer’s toolkit | Project lead
Unlocking sustainable growth for Google Play
I led a team of designers, developers, copywriters and product managers creating a toolkit to help Google Android developers build better apps. We travelled around the world twice: once to gain insights from real users, then to share our recommendations on stage.
Nike | Kitman | Service roadmap
Nike Kitman
How do you serve the football gear-up experience like the pros to the next generation of footballers? How do you turn a high-concept video into real value? I helped design and run a 4-day workshop at Nike’s HQ in Portland, Oregon to do just that.
🔒 Retail Bank | Digital Access | Service Design and Customer Experience
The bank’s digital front door
Digital Access are the guardians of customer accounts, keeping people’s money safe and secure. When it goes right the experience is seamless, however, when wrong it can bring about an ugly world of frustration and friction. I led the service design and customer experience of this ‘platinum’ journey, helping more customers to keep getting it right.
🔒 Retail Bank | Everyday Banking | Service Design, MVP and future vision
Joint Accounts: now, near and next
Joints Accounts were this bank’s unloved product, lacking investment and customer insight. I mapped the entire end-to-end experience, building a new digital application process and creating a vision for the future.
Personal project | Poster
365 days of Land Rover
Fascinated by their beautiful, utilitarian chunkiness since childhood, in Lockdown I started designing a poster that celebrated the endless body shapes and sizes of classic Land Rovers. From fire engines to hovercrafts, I’m still drawing!
Other greatest hits
IDEO
Developing service ideas to help SMBs reach Carbon Net Zero.
ITV News
Designing an industry-beating streaming news service, increasing their online audience by 2000% in 30 months.
Skype in the Classroom
Designing an award-winning virtual learning platform to connect classrooms with experts and educators across 130 countries.
Burberry
Designing ‘Art of the Trench’, a ground-breaking experience that resulted in an 85% YOY increase in trench coat sales, and proving to a skeptical industry that luxury and social media can go together without compromise.
Man Investments
My design of their portfolio mapping tool featured in an information design issue of Eye Magazine.
Direct Line
At the turn of the millennium I worked on the UK’s first online car part exchange: jamjar.com.
How I work
I place equal weight on being a collaborator, creator, consultant and craftsperson.
I believe that small teams of highly-skilled generalists can achieve more than larger teams of specialists.
My choice of tools and processes evolve and adapt to fit the needs of the product.
I believe in the power of making stuff real: until an idea can be touched, poked and prodded as a sketch, journey or prototype its ephemeral and open to misinterpretation.
I’ve come to believe that the vision is the first thing to change. That’s okay.
Life is too short to build things that nobody wants.
I believe products can be both humble and delightful in the same breath.
I believe that design is a process of observation and deconstruction. To truly understand a problem it needs to be taken apart and then put back together again.
The secret sauce to great service design is the power of visualisation.
I frequently ask ‘how do you know that?’.
