Hello 👋
I'm Luke Holland
a designer based in Edinburgh.
I design digital services that are clear, accessible, and built around real needs, working from discovery through to live. I am at my best on complex, regulated and high-stakes services, and on designing for people under pressure, whether they are facing a housing crisis, financial stress, or barriers to access.
Accessibility sits at the centre of how I work rather than at the end of it, and I pay attention to whether a design actually changed things for the people using it.
Narration Tool
Making money advice usable when reading is the barrier
When COVID made in-person research impractical, I led guerrilla testing in libraries to reach people seeking money advice, including neurodiverse users for whom dense text was the barrier. I designed an audio narration tool around what they needed and pushed for streaming text-to-speech, so the audio updated automatically as emergency legislation changed week to week. It shipped across the money and debt advice section.
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Sky Care Hub
Turning unused device data into faster agent troubleshooting
Sky's agents had detailed device intelligence from CUJO sitting unused during calls. I surfaced it into the troubleshooting flow and designed the decision logic, replacing a binary resolve-or-book-an-engineer outcome with more than fifteen device-aware resolution paths. The business case projected around a 10% drop in engineer visits, the most expensive way Sky resolves a call.
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Search Improvements
Crisis-informed search for people in housing emergencies
People in housing crisis were failing to find advice because they couldn't spell terms they had never seen, and failed searches were pushing them to the helpline. I led a trauma-informed redesign, working with developers on the backend and rebuilding the zero-results page from a dead-end into a route forward. In testing, nine of ten participants completed tasks faster, and search refinements dropped in production.
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Mobile Swap
Turning a complex trade-in into one clear agent journey
Led the usability research and designed the end-to-end journey for Sky Mobile's device swap, the call-centre tool for trading an old handset against a new one. Worked with Sky's reverse-logistics lead to turn a complex value model into grading questions an agent could move through and explain, and tested two patterns with agents before the simpler one shipped. It shipped to the Ireland market as the foundational layer the in-store and app journeys are built on.
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