This is the story of how I, rapidly created insights to inform the design of a new service while influencing the policy thinkers at Ofgem – The U.K’s Heat Network regulator
Throughout my experience, I’ve found the process of journey mapping to be an invaluable exercise, particularly when trying to unite teams around a common and shared understanding of a service. Journey mapping, user journey mapping, and service blueprinting are all different flavours of this process, creating visual maps centered around a user’s journey.
In this post, I reflect on the diversity of the journey maps I have created, how I build them, and, most importantly, the different types of outcomes they have helped achieve.
Think back to when you were in the first week of a new job or the first kick-off session with a new client or team. How did you feel in those first few moments? I know I’ve experienced a range of emotions from nervous, anxious, excited, keen, cautious etc. Perhaps the other people in the team or client felt similar feelings in those moments too. In my experience, those feelings are common at the start of relationships in environments that aren’t particularly focused on this as a critical outcome.
This is the journey of how a supportive ecosystem was created to re-imagine how Power to Change provide’s support to community businesses using an empathetic design-led approach.
This is the story of how I joined DOT PROJECT and bought design thinking, service design and a relational mindset to 100s of charities and social-good organisations. I created design themed support programmes and mentored charities to solve complex problems and develop their confidence and capability to innovate.
I was part of the team with Clearleft, a design agency, to help redesign the burberry.com checkout with the role of a user researcher. The challenge was to create a modern website checkout that evoked the Burberry brand. The Burberry team needed confidence that customers felt like it was a Burberry experience. I needed to find a way to uncover and present evidence of this emotional story.
This is the story of how I uncovered vital insights for the Co-operatives UK (Co-ops UK) website redesign project and supported the team to look at their business in a completely different way. I did this by understanding their users’ goals to create a shared language and generate conversations for change. My role as a user researcher was to give the team confidence for the right shape and direction of the web redesign project.
This is the story of how I led the Fitflop website redesign project and supported the business on their journey of digital transformation. While initially I was asked to provide user research and product design for a website redesign, it was soon apparent that the challenge was much more complex and would need me to dig deep and stretch across several roles.
This is the story of how over a year and half I helped kick start the journey of customer centric change at Clarks. As Head of UX I formed a new capability to improve the customer experience and disrupt, challenge and improve the ways of working.
I supported a new disruptive startup in the beauty sector to gain an uplift of 44% for new membership conversion through rapid prototyping.
When you need a new website, and you’re not sure where to start with a modest budget, hiring a digital agency to get you started can seem like the obvious next step. They may have a good looking website, offer fixed prices, and have lots of clients similar to you on the roster. However, with most web and marketing agencies, it’s important to understand their approach to designing, building your website includes and can miss out.
This is the story of how, over the course of 5 years, I used creativity, patience, and pure persistence to create real impact, influence and change at Britains best loved retailer.
It was 2014, I worked in the online team at the nation’s favourite retailer, John Lewis, and we were stuck. We stuck working the same way, stuck with a website we knew didn’t work anymore, we were tired and burnt out. Something needed to change.