EXPERIENCE Design

No matter what form the outcome eventually takes, the design is always informed by a deep understanding of the humans involved. Whether that’s designing a web-based app to be viewed while in a pitch, or whether that’s hiring hospitality staff in the role of greeter at a retail store, due to their heightened situational awareness, each design solution is based in working out what the key challenges are for the relevant humans, and what the best outcome is to hit the target.

Digital Product Design

Designed the product architecture and end to end experience for AVVA an AI that helps founders make better venture decisions.

Customer journeys

I worked with stakeholders from multiple countries to design 7 target state signature experiences for Vodafone Enterprise customers.

We then worked with CX leads from 19 countries to implement initiatives, share best practice, and roll out the improved journeys over a 12 month period.

Customer Experience Design training

I worked with Vodafone’s Global Customer Experience Design team to deliver Human Centred Design training to Customer Experience leads and managers around Europe and Middle East, including, Germany, Spain, Qatar, Egypt, Greece, Turkey

Ethnographic research

I worked with a team of designers, researchers and strategists with Bupa to carry out the first ethnographic research project, comprising of explorative interviews, retail store observations, service desk observations and online journal studies. The resulting design tools were deployed to inform customer service, retail flows, digital experiences, sales experiences, and customer strategy.