Sky |  Proposal for £2Million annualised benefit

Interviews with users revealed a curious pain point

My team and I were looking for improvement opportunities and during a site visit noted some pain points which we took away and discussed.

One in particular stood out to me and I decided to investigate further. Not only to fix a pain point for agent and customer but it also had the potential to save the business some real money.

After some help from data analysis and solution design, I came up with a proposal that, when implemented, has the potential to cut 30 seconds from a specific journey.

We ran the numbers and across the estate, this equated to over £2 Million in annualised benefit. It will save an agent from trying to fill 20 – 30 seconds of dead time while tests run in the background. We’re still trying to iron out the final few details but when this goes into development it will be a huge win for the team. It will also be a great example to senior business stakeholders why UX is so important.

Clydesdale Bank  |  Mortgage Broker Portal

More engagement with mortgage brokers = more mortgages sold

The existing portal the bank had was on its last legs and research had shown that brokers were using other bank’s platforms – not because the deals were better but because they were easier to use and quicker to get results.

As the lead designer on this project I organised the planning of research, design and followed right through to build. I gathered mortgage advisors and stakeholders from the bank to participate in focus group and ideation workshops. Following these, the team and I came up with a number of ideas and tested them with users.

Designs, structure and features were proposed to the business and a number of them were taken through to development and implemented to make the brokers interactions with the bank much more streamlined.

I thoughroghly enjoyed working on this project.

Standard Life/abrdn  |  Onboarding journey

50% reduction in dropout through A/B testing

I was asked to help Standard Life with some onboarding journeys. After some discovery work and design reviews I noticed a few things I felt could help make the journey run smoother. Technically they had the ability to run live A/B tests which were great to help us analyse what was working and what wasn’t. 
Through these tests and general UX and UI improvements to the journey, I was able to help them reduce dropout by just over 50%.