A summary of project work at Inviqa and previous experience
Key achievements
Highlighted strengths and opportunities for Starbucks to grow in EMEA markets.
Identified a year’s worth of UX improvements for the First Rail group.
Generated 200% increase in mobile booking completions for TGI Fridays.
Unlocked a £10+ million revenue opportunity with machine learning AI.
Attributes
Personable and empathetic, I'm an open, curious, and committed practitioner.
Effective communicator with client-facing experience and a learning mindset.
Supportive team player with passion for discovery, problem solving and design detail.
Motivated to understand users, optimise products and meet business goals.
Selected experience
Senior UX Consultant
INVIQA, digital agency: Aug 2022 - Apr 2024
Led day-to-day project work; Directed and supported junior colleagues; Worked independently on retainers; Contributed to project scope, planning and estimation; Championed cultural values and participated in hiring process.
Hybrid solution for mobile, Starbucks, global coffee chain
Heuristic and accessibility evaluation of multi-market web CMS and app as part of re-platforming initiative.
Identified critical barriers to adoption and actionable insights to improve branding, onboarding and ordering UX.
Created a compelling vision for growth in new markets, to deliver value to customers and franchise partners.
Promoted inclusive values through use of diverse illustrations, cultural names, locations and CTAs.
Expert review and gap analysis, First Rail, UK rail group
Ran workshops and research to inform a program of UX improvements for critical user journeys across the group.
Adopted an agile mindset to iterate analysis and deliver interactive ‘mega-matrix’ of over 70 insights.
Mobile-first booking flow, TGI Fridays, restaurant chain
Conducted remote interviews to investigate attitudes, behaviours and accessibility of booking journey.
Demonstrated visual design skills to prototype revised journeys utilising a new evolving design system.
Iterated UX/UI to improve usability and see booking completion rate increase from 30% to 70%.
Applied analytical skills to collaborate with CRO strategist, defining 50 A/B tests to improve conversion.
Communicating rail disruption, c2c, UK train operator
Led stakeholder interviews and workshops to provide a holistic view of systemic challenges and opportunities.
Synthesised page survey and guerrilla research data to identify needs and pains for key actors and customers.
Information architecture, Royal Collection Trust, heritage brand
Analysed behavioural data, product performance and competitor's navigation to improve findability and discoverability of key merchandise.
UX retainer for website, Liberty Specialty Markets, commercial insurance
Collaborated across functions to advocate for user-centred design strategy and measurable benefits.
Leveraged secondary research and analytics data to optimise architecture, design features and sections.
“Your passion for XD is evident in everything you do. You were instrumental in our strategic work for Liberty. The client was very impressed.”
Client Account Manager, INVIQA
UX Consultant
INVIQA, digital agency: Jan 2020 - Aug 2022
Planned and executed research paired with Senior consultants; Contributed to internal culture and conference.
Self-service airport bag tag & drop, SITA, airport logistics
Generated attitudinal and behavioural insights through contextual inquiry and interviews in airports.
Delivered highlight videos and recommendations in Figjam to maximise impact and utility to product teams.
Usability of ticket vending machines, Avanti West Coast, UK train operator
Planned phases of ethnographic research and inclusive usability testing on location at UK stations.
Defined user types and 11 themes to improve UX and increase customer confidence in the self-service offering.
AI-driven dashboards for product pricing, major UK supermarket
Embedded within a transformation team to digitise clearance processes and integrate AI recommendations.
Led UX in an agile cross-functional team, to define user-centred vision and MVP solutions inline with strategy.
Facilitated workshops with expert user-stakeholders to address hidden planning, approval and reporting processes.
Pivoted to storyboard and rapidly prototype seasonal use-case and create valuable proof of concept.
Pay-by-instalments mobile banking feature, VISA, international payment solutions
User interviews, tree testing and UT to deliver actionable insights and six attitudinal archetypes.
Created print assets and coordinated production of highlight video to socialise research findings.
Multi-currency wallet mobile banking feature, VISA, international payment solutions
Interviewed users to assess appetite and usability of a proposition based on attitudes and past experience.
“You've brought a lot to the team. I feel you've helped transform this project and I see the product as potentially paving the way for how we introduce AI and build trust in it.”
Head of Enterprise Design, UK supermarket
Public speaking, etc
Informed Consent, presentation, UX Camp Brighton 2023
The Journey to Digital Inclusion, CXcon: Rethink Accessibility 2021
XD Council, Senior work level representative, Inviqa
Research Clinic, Community of Practice organiser, Inviqa
Inclusive Scenario Generator - diversity initiative, Inviqa
Education
Complete Conversion Rate Optimization, Udemy
The Ultimate Figma Masterclass, Mizko Designership (on Teachable)
Ethnographic UX Research; Lean UX and Agile, Nielsen Norman Group
Agile Methods for UX Design; Accessibility; UI Design Patterns; Usability Testing, Interaction Design Foundation (IxDF)
User Experience bootcamp, Experience Haus
BA (Hons) FIne Art, Chelsea College of Art & Design (UAL)
Core competencies
Hard skills
Project estimation, Workshop facilitation, Expert review, Surveys, Inclusive design, Field & contextual research, In-person & remote interviews, Usability testing, Information Architecture, Storytelling, Wireframing, Prototyping, CRO.
Soft skills
Stakeholder management, Presentation, Written and verbal communication, Open and collaborative mindset, Building rapport, Active listening, Leadership, Constructive feedback, Wellbeing, Mentoring.
Tools
Figjam, Figma, Framer, Miro, Mural, Airtable, Dovetail, Google Analytics, Hotjar, CrazyEgg, SurveyMonkey.
Before moving into UX…
Art Director and Designer
Over 25 years experience delivering creative content for publishers, clients and digital marketing agencies in the UK and USA.
Waitrose Weekend, Apr 2013 – Sept 2019
Supervised design and reprographics of newspaper and iOS app, generating £10+ Million ad revenue.
Managed onboarding and successful handover of production to new in-house team.
Publishing and digital marketing, Various clients 1992 - 2013
Demonstrated versatility creating content aligned with editorial and brand guidelines.
Created interactive concepts and websites for Hasbro, IBM, Lockheed Martin, Nintendo, Pepsi and Opel Europe.