Ross Phelps

Experience / Service Design

Portfolio

  • May 19 - Present
  • Borehamwood, UK
  • Client Side Contract

Signet Jewelers, Design Leadership

Leading full-spectrum digital transformation for H. Samuel & Ernest Jones brands. Implementing user experience, service design, and data-driven processes.

Tags:

  • Digital Transformation
  • Research
  • Leadership
  • Senior Stakeholder Management
  • Team Direction
  • Process Improvements
  • Testing
  • UI
  • UX
  • E-Commerce
  • May 18 - Apr 19
  • London, UK
  • Client Side Contract

Football INDEX, Consultant

DesignOps for a fin-tech stockmarket trading platform delivered through iterative customer research, persuasive design and usability testing. Used by over 300,000 core customers who have invested over £200 million.

Tags:

  • Fin-Tech
  • Trading Platform
  • Betting
  • UX
  • UI
  • Android
  • iOS
  • Responsive
  • Design Ops
  • Customer Research
  • Usability Testing
  • Prototype
  • Wireframes
  • Leadership
  • Feb 18 - May 18
  • London, UK
  • Client Side Contract

Eurostar, Senior UX Designer

Implementation of self-service terminals for Eurostar's network in multiple languages, located across key European travel hubs. Used by over 9 million customers annually.

Tags:

  • Self-Service
  • Travel
  • Customer Flow
  • Multi-Language
  • UX
  • Service Design
  • Interaction Design
  • Wireframe
  • Guerrilla Testing
  • May 16 - Nov 17
  • Watford, UK
  • Client Side Contract

Wickes, Senior Experience Manager

Initiated digital transformation for Wickes through CX/UX strategy and platform optimisation. Increasing profits from digital channels by 51% year on year.

Tags:

  • E-Commerce
  • Management
  • Digital Transformation
  • Customer Research
  • Interaction Design
  • Service Mapping
  • UX
  • Branding
  • Conversion
  • Prospect Testing
  • KPI
  • CRO
  • Workshop
  • Analytics Analysis
  • Lean UX
  • Dec 15 - May 16
  • Heathrow, UK
  • Client Side Contract

British Airways, Lead Experience Designer

Delivered responsive website for BA through quant/qual data analysis, co-design workshops and UX best practices. Used by 123,000 customers who fly everyday.

Tags:

  • Booking System
  • Travel
  • Google Analytics
  • Multi-Language
  • UX
  • UI
  • Interaction Design
  • Waterfall
  • Guerrilla Testing
  • Wireframes
  • Usability Testing
  • Conversion Rate Optimisation
  • Nov 15
  • London, UK
  • Agency Contract

Philips, Project Lead Experience Designer

Created a product comparison tool for Philips to assist the consumer decision making process in an omni-channel context, achieved through customer-to-product mapping and taxonomy design.

Tags:

  • Comparrison Tool
  • E-Commerce
  • Customer-to-Product Mapping
  • Multi-Language
  • Guerrilla Testing
  • UX Taxonomy
  • Waterfall
  • Optimisation
  • Rapid Prototyping
  • Interaction Design
  • Oct 15
  • London, UK
  • Client Side Contract

Ernst & Young, Project Lead Interaction Designer

Produced a predictive analysis tool for the NHS to compare surgeon success rates within local authorities. My detailed, interactive prototype simplified large data through chart and infographic visuals.

Tags:

  • Comparrison Tool
  • Data Visualisation
  • Graphs
  • Data Analysis
  • UX
  • Charts
  • Animation
  • Prototype
  • Sept 15
  • London, UK
  • Agency Contract

Facebook, Project Lead Interaction Designer

Architected a content management system for Facebook designed to distribute video content across multi-screen environments, achieved by touchline mapping user pain points and system analysis.

I’m still waiting for this product to launch...

Tags:

  • Content Management
  • Path Analysis
  • Content Mapping
  • UX
  • Aug 15
  • London, UK
  • Agency Contract

Clarins, Project Lead User Experience Designer

Created a proof of concept for Clarins which projected makeup onto customers faces enhancing an in-store purchase experience. By using process mapping, interaction design and a projector. The product was trialed across the UK.

Tags:

  • Retail
  • Interaction Design
  • Barrier Analysis
  • UX
  • Proof of Concept
  • Usability
  • Projection Mapping
  • Prototype
  • Jul 15 - Aug 15
  • London, UK
  • Agency Contract

Virgin Media, Principal Experience Designer

Identified usability issues in the current service experience for Virgin Media through research and journey optimisation. Ensuring a better cross-platform experience by improving the information architecture and user interface. Decisions were validated by testing flows on targeted prospects.

Tags:

  • E-Commerce
  • Journey Optimisation
  • Data Analysis
  • UX
  • UI
  • Testing
  • Wireframes
  • Competitive Analysis
  • Cross Platform
  • Mobile First
  • Telecommunications
  • Jun 15 - Jul 15
  • London, UK
  • Client Side Contract

Sky, Principal Experience Designer

Developed a self-service content hub for Sky by identifying customer pain-points through research. Achieved by identifying service blockers and content mapping a taxonomy for testing. My framework is now used by over 15 million customers.

Tags:

  • Self-Service
  • Data Analysis
  • UX
  • UI
  • Content Mapping
  • Research
  • Testing
  • Wireframe
  • Telecommunications
  • Jun 15
  • London, UK
  • Contract

William Hill, Project Lead Interaction Designer

Envisioned a gamification engine for William Hill's Innovation Lab through defining persuasive design models, rewarding customers for their loyalty. Achieved through research, analysis and establishing motivational targets for archetypal users. Used by over 2.5 million customers.

Tags:

  • UX
  • IA
  • Data Analysis
  • Gamification
  • Loyalty
  • Wireframe
  • Innovation
  • Persuasive Design
  • Persona
  • May 15
  • London, UK
  • Agency Contract

Riot Games (League of Legends), UX Design Lead

Delivered a multi-language responsive website for the worlds most popular online multi-player game. Using research scenario development, common user flows were mapped to mobile first wireframes and prototyped.

Tags:

  • Qualitative Research
  • UX
  • UI
  • Content Mapping
  • Multi-Language
  • User Flow
  • Responsive
  • Workshop
  • Usability Testing
  • Wireframes
  • Nov 14 - May 15
  • Gibraltar, EU
  • Contract

Coral, Lead UX Designer

Redefined Coral's Sports Book ecosystem through research and content audits, leading to storyboards and journey maps for which I successfully produced wireframes and interactive prototypes.

Tags:

  • Metric Analysis
  • Sportsbook
  • Testing
  • Betting
  • UX
  • UI
  • Responsive
  • Workshop
  • User Flow
  • Wireframe
  • Competitive Audits
  • KPI
  • Content Audit
  • Storyboard
  • Feb 14 - Sept 14
  • London, UK
  • Contract

Sportingbet (GVC), Senior UX/UI Designer

Redefined CX/UX strategy across the global, multi-language product suite by using a qualitative research approach. Exploration led to enhancing information architecture and product taxonomy, deliverables consisted of wireframes and interactive prototypes.

Tags:

  • Data Analysis
  • Sportsbook
  • Usability Testing
  • Betting
  • Information Architecture
  • Casino
  • Responsive
  • Workshop
  • Customer Flow
  • UX Strategy
  • UI
  • Wireframe
  • Product Taxonomy
  • Multi-Language
  • Mar 13 - Feb 14
  • London, UK
    Manila, PH
    Montreal, CA
  • Perm

Bovada, Experience Lead

Defined a customer-centric betting experience for Asian & North American markets by modelling business propositions to suit customer profiles, specific to cultural needs. The UX process consisted of overseeing research, design production and testing on local markets containing 500 million customers.

Tags:

  • Cultural Analysis
  • Sportsbook
  • Testing
  • Betting
  • IA
  • Casino
  • Responsive
  • Workshop
  • Customer Flow
  • UX
  • UI
  • Research
  • Wireframe
  • Multi-Language
  • Interaction Design
  • Testing
  • Sept 12 - Mar 13
  • London, UK
  • Contract

The Football League, Senior Creative Consultant

Led the UX process for the digital team across FL multi-channel partnerships. Managing agencies to leverage customer brand engagement via a range of customer focused digital touch points.

Tags:

  • Agency Management
  • Native App
  • UX
  • Customer Flow
  • Mobile First
  • IA
  • Wireframe
  • Workshop
  • UI
  • Jul 12 - Sept 12
  • London, UK
  • Agency Contract

Unite, Senior Creative Consultant

Led, pitched and defined the creative process for Unite Students responsive site. Achieved through co-design research methods I refined requirements for customer centric site experience. Deliverables consisted wireframe, prototypes and interface design.

Tags:

  • Responsive
  • Workshop
  • UX
  • IA
  • Wireframe
  • Conversion
  • Customer Flow
  • GameStorming
  • Co-Design
  • Research
  • Stakeholder Management
  • Jun 10 - May 12
  • London, UK
    Montreal, CA
  • Perm

Bodog Europe, Design Lead

Design Leadership across a broad spectrum of channels, disciplines and platforms. Achieved by redeveloping brand guidelines focused for Asian, UK and North American markets, conceptual UI design and creating high profile campaigns for Premier League football clubs.

Tags:

  • Branding
  • Multi-Channel
  • Proof of Concept
  • Workshop
  • UX
  • IA
  • UI
  • Customer Flow
  • Creative Design
  • Campaign Management
  • May 08 - Jun 10
  • London, UK
  • Perm

Gamesys, Interaction Designer

Created engaging interactive customer-first campaigns using intuitive and interactive UI concepts. Designed, tested and developed a loyalty promotion taxonomy to reward players for increased play. The framework contained a fully integrated back-end and visually stunning UI focused around gamification of content.

Tags:

  • Branding
  • Multi-Channel
  • POC
  • Workshop
  • UX
  • Loyalty
  • IA
  • UI
  • Customer Flow
  • Gamification
  • Wireframe
  • Aug 07 - May 08
  • London, UK
  • Perm

Accord Group, Web Developer

Flash development and design, ASP.NET, PHP and SQL. Gained an understanding of agile and waterfall development methodologies.

Tags:

  • Flash
  • PHP
  • SQL
  • Actionscript
  • Agile