Leading full-spectrum digital transformation for H. Samuel & Ernest Jones brands. Implementing user experience, service design, and data-driven processes.
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.
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.
Initiated digital transformation for Wickes through CX/UX strategy and platform optimisation. Increasing profits from digital channels by 51% year on year.
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.
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.
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.
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...
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Flash development and design, ASP.NET, PHP and SQL. Gained an understanding of agile and waterfall development methodologies.