Rachel has over 15 years experience applying a variety of customer-centred techniques to new technology design. Rachel founded Instrata in 2001 to bring together a team of multidisciplinary individuals with the common aim of involving people in the design of technology. Rachel has worked at the two foremost pioneers of customer-centred techniques in design, Xerox EuroPARC and Sapient (formerly E-lab). Rachel has a PhD in Computer Studies, has over 20 international publications and has authored 10 patents.