Sky |  Proposal saving £2Million with a streamlined journey

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 in both the agent and customer journey 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.

Across the estate, this could equate to as much as £2 Million in cost saving per year. Not only that but saves 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/if 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 worth while.

Clydesdale Bank  |  Mortgage Broker Portal

Project: Design a brand new portal that for mortgage brokers

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 and further research, 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  |  customer onboarding and internal hubs

Standard life to abrdn

Standard life recruited me for a 7 week contract to help them work on a small project to better understand their agents’ user needs for a new system they were developing for financial advisors. They asked me to stay on to assist with rebranding and redesigning their customer portal during the change from standard life to abrdn. It was the first fully remote job I’d ever done but the team made it so easy. Nice to now have met some of them in person 🙂