Ross Phelps

Experience / Service Design

Portfolio

  • Jul 12 - Sept 12
  • London, UK
  • Agency Contract

Unite, Senior Creative Consultant.

Unite Students is the leading provider of student accommodation in the UK, providing homes for 50,000 students, across 22 cities. The business functioned with a corporate structure, having not worked with creative agencies the needed to be led carefully through the design process.

Unite wanted a full rebuild of their transactional website with a customer focused approach. This was my first experience of a more formal work culture that was open to digital transformation.

Working client side between London and Bristol I led the initial pitch to the company and planned requirements gathering sessions. Each workshop adopted game-storming tasks at its core, senior stakeholder’s at Unite were open to new experiences and breaking their cultural norm for the purpose of modernisation.


Unite Workshop


Using card sorting techniques and building affinity maps to gather research data, Unite was keen to share output throughout its business. I then produced customer flows, sitemap and prototyped wireframes all of which were then lab tested on prospects.


Unite Persona


Update: Parts of the site are still operational. Post delivery shares in Unite Group Plc have risen 314% to date.