Currently a UX contractor at British Gas having previously worked as UX lead at TUI and Team Lead at British Airways. I have designed responsive websites, native apps and wearable tech that have been used by millions of people. I have experience managing and developing teams as large as 6 UX designers and understand the profound impact that customer experience can have on the performance of a business, having designed selling flows for platforms that deliver more than £250m a year in revenue.
Whilst Team Lead at British Airways I managed a team of 6 UX/UI designers across ba.com and mobile app. I assisted the UX manager in building the team and had an active role in both interviewing and hiring staff. Upon leaving BA I worked at TUI where I led a team that consisted of 4 UX/UI designers.
During my 3 years at BA I implemented a complete redesign of both iOS and Android apps.
The app received good feedback in initial teesting with customers easily able to see the important information surrounding their flight at a glance and all customers liked that the key call to action was positioned in the centre of the screen. The app was well received by customers with average customer reviews on the Apple App store going from 3* to 4.5* and the Android rating going from 2* to 4.5* and would eventually feature in Apple's marketing campaigns.
When I joined BA in 2013 the app relied on the webview to sell flights. In a bid to increase revenue I designed the entire process of a completely native flight selling experience. All of the animation that you see, I designed using only Keynote, and the idea behind the motion choreography is to direct the users attention to the key points of information along the way.
The continue button is always placed at the bottom of the screen, allowing the user to rhythmically continue through the flow. I chose to show the sharp image of the destination initially to help build the users excitement. Blurring the image not only allows the content to become accessible, it makes the user feel that the destination is just out of reach and only becomes clear again once their flight is confirmed.
Lead the design for BA's Apple Watch and my designs were featured as the headline app for Apple's marketing campaigns in the UK across both TV and digital. I was lucky enough to go to Apple's Head office in Cupertino for a 2 day workshop on the Apple Watch before the watch came out. My designs were later featured in Vogue for an Apple Watch advert, allowing me to put "as seen in Vogue" on my CV!
I have extensive experience both running the observation room and moderating customer testing. Whilst at TUI I convinced senior management to approve funding for their first ever lab user testing and we immediately discovered problems with the navigatibility of the app. Whilst at British Gas I conducted a user testing session at least once a month in our onsite lab, testing with 5-6 users each session and compiling a report of the days findings that would be used to adjust designs and influence the roadmap.
I create journey maps using quant data from both Google Analytics and Adoble analytics to look for potential UX issues as well as to monitor the success of the products that I work on. Since working at British Gas I've saved the company an estimated £1m by improving the signposting to relevant FAQs. This estimation has been calculated by taking the average cost of a customer call and multiplying it by the traffic to the contact pages.
I have experience running design sprints and workshops that focus on bringing the team together with stakeholders and focusing on trying to solve a problem. Stakeholder management is a particular strength of mine and in my opinion the best way to win around a stakeholder is to try and include them in the process as early as possible.