Hannah Rooney

I’m a Lead Service Designer deeply passionate about collective voice. My work centres on taking messy, often conflicting inputs from people, complex systems, and stakeholders, and turning them into clear, evidence-based narratives helping organisations drive better decisions. I’m currently a Service Design Lead at Context Studio, where I’ve spent the last few years working across large-scale public sector and community engagement projects. I was the Lead Service Designer on the Health Service Executive (HSE) app, one of the largest digital transformation projects in the country. The work involved continuous discovery research pre and post launch, shaping the product roadmap by balancing citizen needs, clinician requirements, policy constraints, and complex data systems. The app has won multiple awards and has almost 200,000 downloads. Earlier in my career, I worked at Intercom as a Strategic Customer Success Manager, supporting Intercom’s largest enterprise customers as their trusted advisor, and acting as a conduit between sales, customers, and product teams. During that time, I designed a structured, weighted approach to capturing and synthesising feedback from multiple sources. The goal was not just to elicit input, but to understand patterns, priorities, and trade-offs, and to represent customer voice in a way that could genuinely influence product and strategic decisions, while ensuring customers stayed in the loop with what happened next! I joined Intercom’s research team, working closely with product managers on discovery, synthesis, storytelling and roadmapping. Wanting to deepen my practice further, I returned to college and completed a Master’s in Interaction Design at NCAD, graduating with First Class Honours. My thesis explored how communities can share collective feedback and influence decision-making, particularly in contexts where people feel unheard and disengaged. Since returning to practice, I’ve developed a focus on community engagement within Context Studio. I work with councils, residents, community organisations, and political stakeholders on projects ranging from urban regeneration, to public and cultural spaces. This work involves mediation, sense-making, and narrative-building, ensuring diverse perspectives are fairly represented and translated into actionable recommendations, even within tight constraints. Across my career, whether in tech, public services, or community contexts, my focus has been consistent: designing ways for collective insight to be meaningfully heard, clearly understood, and confidently acted upon.