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.
Sky Care Hub Redesign
Pioneering AI-powered troubleshooting for global telecommunications
Designed Sky's first AI-integrated customer support system, transforming how thousands of global agents leverage device intelligence. Created sophisticated troubleshooting logic that replaced binary outcomes with 15+ targeted resolution paths, enabling a projected 10% reduction in costly engineer visits.
READ MORE
Narration Tool
Breaking down barriers to financial guidance
Designed and tested an audio narration tool to help users engage with housing advice when reading felt overwhelming, especially those with dyslexia or under stress. Working closely with users, I developed an approach that felt supportive rather than clinical. Rolled out to high-impact content after positive feedback from neurodiverse users.
READ MORE
Search Improvements
Delivering faster, more relevant search results
Improved mobile search experience and worked with developers to fix backend logic, reducing confusion and supporting users under pressure. My focus was on making the search feel helpful rather than frustrating. Changes led to fewer failed searches, shorter journeys, and better outcomes.
READ MORE
Shelter Scotland Blog
Reflecting a new activist brand in two weeks
Redesigned the Shelter Scotland blog to align with their new brand direction, delivered in two weeks while learning a new design system and tool.
READ MORE