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 versatile data management and quality platform used across various industries. In 2020, an Experian hackathon sparked the creation of a dashboard feature designed to streamline workflows for both data analysts and business consumers. The dashboard provided analysts with a centralized starting point and empowered business users with intuitive tools to visualize and assess data quality. By reducing the need for additional tools like Power BI, it offered executives a comprehensive, at-a-glance view of their data. Launched in 2021, the dashboard significantly enhanced the homepage experience, enabling users to explore their data more effectively. Its success has been widely recognized, driving improvements in 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.