Work

Service Design project using Design Thiinking processes to look into gaps in our customer feedback process, leading to several workstreams including a central customer voice platform which has engaged 300 customers in 6 months.

Improved engagement of customers by improving the information architecture, redesigning the experience, and adding additional content to ensure users keep coming back.

The UX Matters programme enabled continual iterative improvements that led to a refined user experience. Over 100 usability enhancements made in a year.

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.

I led a team at ieDigital in crafting a concept for the American Credit Union market, which we successfully presented at Finovate Fall in New York. Our project highlighted the community-centric values of credit unions and showcased a fresh approach to financial management. The presentation received positive feedback for its innovative focus on community impact, helping ieDigital gain valuable exposure and positioning us as a forward-thinking player in the US market.