A new intranet for Dept Transport
I gave DfT the confidence to move into Beta — grounding the platform decision in solid user research and making sure people with a wide range of accessibility needs were heard throughout.
Understanding the heat network sector
Rapid user research on GDS alpha project to inform the design and policy for Ofgem’s new heat network regulatory service.
My journey through journey mapping
A reflection on the diverse journey maps I’ve created, how I build them, and the outcomes they’ve helped achieve.
Creating space for a relational approach
My reflections on why creating space for relationships transforms how we collaborate and design together.
Design sprints to re-imagine a community business support service
Leading an ecosystem of stakeholders through a design sprint to re-imagine support community businesses.
Design mentoring in the charity sector
A training programme that equipped 100+ charities with the skills and mindset to innovate and cultivate a user centric mindset.
Balancing innovation and brand heritage in checkout design
Rapid and iterative no-code prototyping with new UCD practices and user research for a brand obsessed retailer.
Designing a shared vision, service strategy and site wide navigation
Creating organisational alignment and new website site navigation, centered around users core needs.
Leading a redesign to accelerate digital transformation
Harnessing a website redesign and re-platforming project to support the business on their journey through digital transformation.
Building a design practice 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.
Increasing new memberships with rapid experimentation
User research, rapid prototyping and content strategy for a disruptive beauty startup — leading to a 44% increase in new member conversions.
Why you need user research before hiring a digital agency
When you need a new website on a modest budget, hiring a digital agency seems obvious. They offer fixed prices and have similar clients. But it’s crucial to understand what their design approach misses.
Design Leadership at John Lewis
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.