Work

This discovery project looked into the challenges around customer requests which came into the business via various channels and the inefficiencies in our processes that led to some users feeling not heard.

The Data Quality Community is a website designed to help users of Aperture Data Studio connect, get help, and download resources. Initially, the community faced challenges with low engagement and difficulty in finding information. User and stakeholder interviews revealed issues with information architecture, fragmented experience, and inactive community participation. Workshops were held to brainstorm solutions, leading to design changes and improved information architecture. After implementing these updates, user feedback was positive, enhancing both external and internal engagement with the community.

Aperture Data Studio is a data management and quality platform used across various industries. In 2020, Experian’s hackathon led to the creation of a dashboard feature that provides data analysts with a starting point and business consumers with tools to visualize data quality. This project gave executives a holistic view of their data without needing additional tools like Power BI and improved the homepage experience for all users, allowing them to drill down into their data. The dashboards, launched in 2021, have been well-received, enhancing overall data quality management.

Interact Finance is a suite of white-label products for the financial services industry, customized for clients like Toyota, Sainsbury’s Bank, and Think Money. Tasked with improving user experience, the strategy focused on three core values: Fresh, Tailored, and Human. “Fresh” aimed to modernize the product’s visual direction, leading to the creation of the “Effortless Finance” demo brand. “Tailored” emphasized personalized user experiences, adapting to different financial situations. “Human” focused on understanding customers deeply, especially in debt collection scenarios, to provide compassionate and effective solutions. User testing and motion design were integral to refining the product, resulting in a more engaging and user-friendly experience.