Sarah Large

I’m a Human-Centred Designer at Citizens Advice, working within a multidisciplinary team to design inclusive, accessible services that support millions of people across the UK. My role spans the full design process and combines service design, content design, user research and product thinking to solve complex, real-world problems. I’m especially drawn to work that explores how design can improve access and outcomes for people who are often underserved. My background is in project and programme delivery, where I spent over five years supporting transformation work across nationally delivered public services. During this time, I led work on service redesign, digital integration, and accessibility improvements - including coordinating cross-organisational work across with Citizens Advice Scotland and Government. I found myself consistently drawn to the parts of the work focused on understanding people, making sense of complexity, and shaping better services - applying human-centred design approaches intuitively. As of April 2026, I have joined the Human Centred Design team at Citizens Advice at a point of significant change, as it evolves into a more integrated, multidisciplinary model. This shift brings together service design, content design, research and product thinking into a single practice, with a focus on building confident generalist designers who can work across disciplines. I’m particularly interested in designing more holistically, collaborating earlier in the problem space, and embedding design upstream to shape not just solutions, but the problems we choose to solve. As I grow into this role, I’m particularly interested in sharing what I’m learning - from transitioning into a generalist design practice, to working within evolving team structures, to applying human-centred design in complex public services. I’ve joined This is HCD to connect with other designers, learn from the community, and document my learning as I develop - particularly around designing in constrained systems, building shared ways of working, and turning insight into action.