I apply a methodical approach to understanding problems, possess strong attention to detail and am passionate about craft. My skill set lies at the intersection between product, design and engineering enabling me to work effectively across teams.
Understanding users, their goals and pain points using a range of methods to generate actionable insights including surveys, usability testing, heuristic evaluation, competitor analysis and journey analytics.
Collaborating with product, content, engineering and other stakeholders as part of an iterative design process, crafting polished experiences that resonate with users and deliver business value.
Experimentation and testing
Developing hypotheses based on observations and measuring the impact of experiments on success metrics through intent tests, A/B testing and conversion rate optimisation (CRO).
The world's leading provider of online travel and related services.
Sep 2016 - Mar 2021
Responsible for design across the Peace of Mind product group. My role involved influencing, communicating and delivering design efforts aligned with the group's mission to provide customers and partners with clear and simple insurance that removes anxiety alongside involvement in wider design team initiatives.
- Researched, designed and tested features including an improved product detail page across mobile and desktop offering customers more choices and clearer information.
- Contributed towards improving team culture through facilitation and participation in co-design activities and by securing sponsorship and coordinating meet-ups and conferences.
- Developed a tool to help teams identify ways of conducting user research and successfully made a case to extend licensing agreements of research tooling.
- Increased consistency and reuse of components across the customer journey and created documentation reducing compliance risk and time to onboard contributors.
Nov 2015 - Sep 2016
Senior-level individual contributor across several Customer Service product teams. Designed new Help Centre and Live Chat features and improved transparency of information through the booking funnel achieving reductions in contact and cancellation.
Dec 2008 - Nov 2015
Independent freelance and contract design for various brands including BBC, Channel 4 and Tesco.
Engagements ranged from developing prototypes and conducting user research to UI design and front-end development of responsive websites.
A global leader in online trading and investments.
Mar 2005 - Dec 2008
Head of Design
Managed team responsible for UI and interaction design of award-winning online trading platforms. Established consistent visual design across an international range of brands and products.
Dec 2003 - Mar 2005
Assembled a cross-functional design team during a period of rapid company growth. Delivered localised public-facing marketing websites and campaign assets supporting international expansion.
Dec 2001 - Dec 2003
Part of the web team responsible for delivering financial and sports spread betting products during the period when the business began processing the majority of transactions online.
Aug 2001 - Dec 2001
Tactical Marketing Group
Integrated marketing services for well-known brands.
Contract Web Designer
Designed marketing campaign websites and interactive games for clients including GlaxoSmithKline and Virgin Atlantic.
Jun 2000 - Aug 2001
Specialist media publisher.
Responsible for developing website features, creating/sourcing content and engaging with audiences through online channels.
Nov 1998 - Jun 2000
Auto Trader Group plc
UK and Ireland's largest digital automotive marketplace.
Website and online marketing campaign design and production.
Nov 2015 - Present
Northern User Experience (NUX)
Organising committee member
A not-for-profit organisation run by volunteers which organises regular free UX meet-ups in cities across the North of England and an annual one-day conference which attracts high-profile international speakers and an audience of up to 600 professional delegates.
1995 - 1998
University of Plymouth
BA (Hons) Media Arts, Communication and Media Studies
Developed critical thinking and practical skills across digital, moving images and photography.