Delivering global best practice to the world's largest community vision, with an ambition to redefine livability, business and conservation. My inital focus is on the Nature Region. NEOM are addressing some of the most pressing challenges facing humanity by bringing together a community of the brightest minds committed to reimagining what a sustainable future will look like, and building it today.
Led a team of 9 Service Designers, instilling design thinking to yield strategic value across the energy portfolio. Establishing a customer-centric Service Design framework to fix, mitigate, optimise, and innovate a broad range of business objectives across the organisation. I led the largest discovery project ever conducted for the Pay As You Go Service, driving collaboration, mapping an end-to-end service experience to define opportunities for 4.3 million customers.
In the pursuit of decarbonisation and sustainability, I strategically combined greenfield customer research, business requirements, and best practices to deliver design discovery and a global delivery framework for the BP SuperFleet initiative. Coaching the programme in defining the current and future state of an end-to-end conceptual service model, working cross-domain and supplying multiple product delivery squads.
Fulfilled a boyhood ambition of working with the greatest club in football. Initiating and applying design strategy and research throughout the discovery phase of a digital transformation, delivering the definitive best-in-class global fan experience for Web and App iterations. I conducted contextual enquiries with fans from growth markets of Nigeria, South Africa, Ghana, USA, Canada and Spain, as well as running fan forum co-design workshops from Stamford Bridge.
Converged a range of complex legacy tools designed to simplify the process and flow of data, from global retailers and manufacturers, to clients. Delivering strategic and tactical design support for a platform generating €480m annually.
Defined a strategic enterprise vision that enabled a new product concept or business proposition to transition through Tesco's own brand lifecycle. Defining the needs of 15 core user groups within a decentralised governance process.
Initiated an eCommerce optimisation process, as part of a digital transformation strategy forH. Samuel & Ernest Jones brands. My team was responsible for improving user experience, service design, and data-driven optimisation processes across EMEA.
Initiated UX and gamification capabilities for a sports fin-tech hybrid startup. Redesigning native apps and a responsive website to incorporate NASDAQ’s order book framework, creating a positive behavioural change in user engagement habits.
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.
EDEN is an autonomous service exchange platform for luxury staffing services. I researched, designed, and oversaw the delivery of an asynchronous app that connects service staff directly with clients, enabling users to manage bookings in a single-page application. As MD I learned, and executed business development principles, growing our client base within a luxury market.
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.
Designed a product comparison tool to assist the consumer decision-making process when buying an electric razor. I oversaw the process of product-to-customer-type mapping and app interaction design. Interactive prototypes were then tested in a live omni-channel context.
Produced data visualisation and interaction guidelines for an internal analysis tool, used to compare Surgeons’ success rates within local authorities for NHS England.
Facebook Friends was a dynamically enabled, multi-channel Digital OOH campaign. I designed the OpenLoop system which moderates photos before they are distributed to Digital OOH networks nationwide.
Deﬁned a digital app experience for a groundbreaking real-time projection mapping installation that takes users on a journey of ‘a day in the life of your skin’, giving each visitor a personalised sense of how daily environmental stresses affect them. The app projected on to an individual’s facial contours using infrared depth cameras, adaptive facial tracking, and dynamic projection mapping technology.
Identiﬁed usability issues in the current service experience. Using data analysis and competitive analysis, I designed new and optimised journeys ensuring a better cross-platform experience, improving the information architecture and user interface. Decisions were validated by testing ﬂows and layouts in real-world situations by using targeted prospects.
Developed a self-service content hub proposition for NowTV removing the need for a customer Contact Centre. Customer pain points were identiﬁed through the research and synthesised into a searchable online hub. My framework is now used by over 15 million customers.
Envisioned a gamification engine for William Hill's Innovation Lab, using my knowledge of persuasive design I created a service experience that is now used by over 2.5 million customers.
Delivered a multi-language responsive website for the world's 4th most popular online multi-player game. Establishing user journeys for video on demand, content and ticketing.
Research and redesign of Coral's Sports book and casino app suite, creating wireframes, UI and prototypes. Living in the sunshine.
Redeﬁned the user experience of Casino, Sports and Live products to create an enhanced product architecture and enjoyable interaction experience across mobile, tablet, and web.
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 design process for the digital team across EFL multi-channel partnerships. Managing agencies to leverage customer brand engagement via a range of customer-focused experiential and digital touch-points.
Led the UX process of a customer-centric site experience for the leading provider of student accommodation in the UK, creating and refining requirements through co-design and game-storming workshops. Creating useful artefacts to engage key business stakeholders.
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.