Selected work

NHS Innovation Service: supporting innovation in healthcare

During the Public Beta phase, the service was made available to the public, and improvements were made based on usage analytics and insights from user research.

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Ford Telematics: creating a service around the needs of Fleet Drivers

A Vision Sprint was carried to generate ideas and create alignment among stakeholders. Additionally, a few areas for improvement were identified and a roadmap of features was produced based on user research

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FutureLearn: optimising the email ecosystem

User research identified that the emails sent to learners were overwhelming, time-consuming, and sometimes irrelevant. We were asked to suggest improvements to the email ecosystem.

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FutureLearn: designing a new subscription business model for online learning

FutureLearn wanted to change the way learners pay for some of its online courses. We were asked to research, ideate, and design a new solution that would consider the learner's needs and business requirements.

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Wellcome Trust Reach: measuring the impact of scientific research in policymaking

Reach is an open-source service developed by the Wellcome Trust for discovering how research publications are cited in global policy documents, including those produced by policy organisations such as the WHO, MSF, and the UK government.

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Kwiff: a sports betting app

First released days before the Euro 2016 as a football betting iOS app, Kwiff rapidly grew to include other sports and casino games. This app is now available for iOS & Android.

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We Make Change: people and organizations coming together to make change

The website allows individuals to support the causes, organisations, and projects they care about. Whether it be by giving their time, money, or possessions or connecting with them to exchange ideas and develop projects.

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Barclays Help & Support: a multichannel customer service

Customers can contact Barclays via phone, email, webchat, post, social media, or in person at a branch. The self-service website combines both search and browse functionalities to provide quick and efficient help to customers.

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Genesys WFM: a workforce management tool 

This software accurately forecasts, schedules, and tracks the performance of employees, informing correct staffing requirements.

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1. Discover & define

•  Stakeholder workshops to define goals, vision, and objectives.

•  Conduct research to understand the audience and identify needs.

•  Review existing data to gain insight and understand performance.

•  Undertake competitor reviews to understand the landscape.

2. Prototype & test

•  Create user journeys, process flows, and site maps.

•  Visualise ideas through low and high-fidelity sketches, mockups, and prototypes with real content.

•  Plan usability testing sessions to learn and evaluate.

•  Present work and collaborate with stakeholders to gain feedback.

3. Deliver & iterate

•  Create high-fidelity wireframes and designs.

•  Collaborate with visual designers, scrum teams, and developers.

•  Create style guides and specifications where required.

•  Refine and iterate based on real-time analytics and insights.