Nov 2021 – Apr 2022 · 5 mos · Remote

• Led a large-scale research project for the Corporate Banking division of a Tier-1 investment bank. Managed a junior resource to deliver user research activities with relationship managers and customers to reveal pain points and insights across the client life cycle. Findings were mapped onto a service blueprint and worked through with stakeholders across the bank to assess how customer pain points and internal challenges could be alleviated to improve the client experience.

Jan 2020 – Feb 2021 · 1 yr 1 mo · Cambridge, England, United Kingdom · Hybrid

• Provided research, UX and service design consultancy to Lovedby's client - Cambridge Assessment (Cambridge University’s exam and education board).
• Service design project with Cambridge’s Centre for Evaluation & Monitoring (CEM). Conducted a large-scale research project with customers across different continents to reveal pain points and insights across the company’s products and customer life cycle.
• Helped steer the Digital Technology Program’s ‘ways of working’ towards a more User Centred Design approach by conducting an internal research project and drafting the concept of a digital PlayBook.
• Re-designed a service to help teachers deliver and assess the OCR curriculum. Managed a design team to deliver user research, concept designs, VI, content design, service blueprints, prototypes and final wireframes for the new product.

Nov 2018 – Apr 2019 · 5 mos · London Area, United Kingdom

• Client: Deutsche Bank
• Delivered user journeys and design concepts for a Corporate Banking proposition and crypto-currency app. Also collaborated with charity ‘Rays of Sunshine’ to design a mobile app to increase user engagement and support families of patients.

Feb 2018 – Nov 2018 · 9 mos

• Conducted user research within the Criminal Justice System to inform the design of digital transformation services and tools for court and MOJ staff.
• Engaged with users via in-field research sessions and exploratory workshops to understand the problem space and pain points in existing work practices and tools.
• Responsible for collecting, collating and analysing user needs to inform and shape the project delivery. Using this insight to drive the strategic direction of the product and challenge business/ technical limitations to help deliver a better user experience and end product for the staff.

Jun 2016 – Oct 2016 · 4 mos

• Provided UX strategy and design services to MOJ Reform to support the transformation of the paper-based Divorce process into a seamless digital user experience.
• Worked alongside a user researcher to gather process insights and user needs. Mapped out the user journey and business process, highlighting pain points to drive the MVP. Created smart logic models to streamline the process and protect the user from legal complexity. Produced lean design concepts and rapid prototypes for regular testing with users.
• Liaised with MOJ Legal teams and stakeholders to ensure the design complied with British law whilst delivering a meaningful, 'easy to use' service.

Aug 2014 – Jun 2016 · 1 yr 10 mos · London, United Kingdom

• Client: Deutsche Bank
• Provided user research, UX strategy and design services to transform data-heavy, investment banking systems (& manual processes) into simple user experiences, increasing operational efficiency and reducing cost.
• Applied service design methods to holistically assess complex systems and landscapes. Worked with clients to uncovered user and process issues within intricate systems and services. Using business and user insight, exploring and visualising the process and user journeys demonstrated how re-architecting the process and introducing new systems, could tackle highlighted problems.
• Led discovery activities, workshops and design sprints to explore problem spaces, gathering user needs & business requirements, mapping user journeys and creating persona within these sessions. Used ideation workshops to explore design solutions via storyboards and sketching. Created rapid prototypes to test with users, analysing the results and iterating designs, within days.

Jul 2014 – Apr 2024 · 9 yrs 9 mos · London

• User research, service design and UX design consultancy services

Oct 2012 – Aug 2014 · 1 yr 10 mos · London Area, United Kingdom

• Responsible for enhancing the user experience across Barclays.co.uk and secure online banking site.
• Re-architected customer journeys and redesigned content to better meet user needs, improving customer satisfaction and increasing product uptake.
• Worked on a variety of projects across the business and customer segments, translating complex business and technical requirements into simple designs and effective customer journeys. Collaborated with the content management team to ensure content and language was appropriate and user-focused.
• In such a large organisation, stakeholder management and good relationships with a variety of different teams and disciplines was key.

May 2009 – Oct 2012 · 3 yrs 5 mos · London Area, United Kingdom

• Researched and designed native handset and social media apps for this mobile start-up. Worked on the Android and native handset platforms.
• As an Experience Lead, I was responsible for all UX activities within a product area. Managed several projects from concept through to product launch. Responsible for gathering requirements and user needs to create innovative solutions.
• As the user research specialist on the team, I also ran the user testing, conducted small-scale studies and completed expert reviews to drive design improvements and champion user needs, the results of which led to complete redesigns and reassessment of strategic product decisions.

Jan 2007 – Mar 2009 · 2 yrs 2 mos · Warrington, England, United Kingdom

• Designed mobile user interfaces for Sony Ericsson’s touchscreen devices.
• Translated complex requirements into user-friendly interfaces. Responsible for ideating and creating concept designs through to detailed design specifications. Worked alongside researchers to test design concepts with users.
• Also worked with major network operators (T-Mobile, Orange, 3 UK & Vodafone) customising the UI to meet their requirements whilst maintaining the Sony Ericsson design paradigm.

Nov 2005 – Mar 2006 · 4 mos

• Produced and commissioned research on behalf of this e-learning organisation. Assessed the value of research proposals to the business strategy.