{"id":121,"date":"2023-06-12T16:25:56","date_gmt":"2023-06-12T16:25:56","guid":{"rendered":"https:\/\/michaelmearns.com\/?page_id=121"},"modified":"2025-08-20T11:29:23","modified_gmt":"2025-08-20T11:29:23","slug":"121-2","status":"publish","type":"page","link":"https:\/\/michaelmearns.com\/index.php\/121-2\/","title":{"rendered":"Work"},"content":{"rendered":"

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Sky |\u00a0 Proposal for \u00a32Million annualised benefit<\/h1>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.21.0″ _module_preset=”default” custom_padding=”||1px|||” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/michaelmearns.com\/wp-content\/uploads\/2024\/08\/linehealthcheck3.png” alt=”Image from slide deck of the proposal” title_text=”linehealthcheck3″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/michaelmearns.com\/wp-content\/uploads\/2024\/08\/linehealthcheckslide.png” alt=”Image from slide deck of the proposal showing some stats” title_text=”linehealthcheckslide” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” custom_padding=”45px|||||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” header_2_font=”Work Sans|200|||||||” custom_margin=”||1px|||” global_colors_info=”{}”]<\/p>\n

Interviews with users revealed a curious pain point<\/h3>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” max_width=”67%” global_colors_info=”{}”]<\/p>\n

My team and I were looking for improvement opportunities and during a site visit noted some pain points which we took away and discussed.<\/p>\n

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.<\/p>\n

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.<\/p>\n

We ran the numbers and across the estate, this equated to over \u00a32 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.<\/p>\n

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Clydesdale Bank\u00a0 |\u00a0 Mortgage Broker Portal<\/h1>\n

[\/et_pb_text][et_pb_image src=”https:\/\/michaelmearns.com\/wp-content\/uploads\/2023\/06\/Mortgage-Broker-Workshop.jpg” alt=”Workshop scribbles on a window for discussion” title_text=”Mortgage-Broker-Workshop” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” custom_padding=”||62px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” header_2_font=”Work Sans|200|||||||” custom_margin=”||8px|||” global_colors_info=”{}”]<\/p>\n

More engagement with mortgage brokers = more mortgages sold<\/h3>\n

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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.<\/p>\n

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.<\/p>\n

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.<\/p>\n

I thoughroghly enjoyed working on this project.<\/p>\n

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Standard Life\/abrdn\u00a0 |\u00a0 Onboarding journey<\/h1>\n

[\/et_pb_text][et_pb_image src=”https:\/\/michaelmearns.com\/wp-content\/uploads\/2023\/06\/risk-questionaire-iteration.jpg” alt=”risk questionnaire iteration screens” title_text=”risk-questionaire-iteration” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” header_font=”Work Sans|300|||||||” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

50% reduction in dropout through A\/B testing<\/h3>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}” custom_padding=”1px|||||”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” max_width=”67%” global_colors_info=”{}”]<\/p>\n

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.\u00a0
Through these tests and general UX and UI improvements to the journey, I was able to help them reduce dropout by just over 50%.\u00a0<\/p>\n

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Sky |\u00a0 Proposal for \u00a32Million annualised benefitInterviews with users revealed a curious pain pointMy 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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":""},"_links":{"self":[{"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/pages\/121"}],"collection":[{"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/comments?post=121"}],"version-history":[{"count":15,"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/pages\/121\/revisions"}],"predecessor-version":[{"id":200,"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/pages\/121\/revisions\/200"}],"wp:attachment":[{"href":"https:\/\/michaelmearns.com\/index.php\/wp-json\/wp\/v2\/media?parent=121"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}