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Seasoned manager, years of experience working both agency and client side. Helping clients strategically solve business problems.

Mobile and multi-channel research expertise ~ genuine love of travelling for business ~ familiar with a variety of tools ~ qualitative and quantitative methodologies to help clients answer the unknown.

Some of what I believe:

* Design experiences through user-driven research and insight, or pay the price later on

* UX people who don't collaborate and are protective over their work should think again

* Usability and accessibility mean little if enjoyability hasn't been considered

* We are all designers in some way of another, and should all care about the end experience

* Human beings are intriguing, unpredictable but fascinating creatures

* Ego within the workplace stops change - and often, change is very much needed

* Test, learn and share. And when you share, share with everyone relevant

Work experience

Jun 2014Present

UX (User Experience) Research Lead

Usablenet
Heading up all global User Experience (UX) research at Usablenet, a global technology leader in mobile and multi-channel, and a pioneer in usability. My job often takes me to the USA to lead intriguing research projects, or speak at events. Day-to-day, I work with a plethora of clients, often strategically, to help them become more user - centered, where I enjoy offering thought leadership in this area.
Jul 2013Present

Founder

Understand Users
Working with charities, other non-profits and clients who do no harm in our world. Helping to shape mind-sets, where they need shaping. Stand up for the user... ...and giving back feels good.
Jan 2013Jun 2014

Global User Experience Consultant

Rsa 

Worked solely on global projects, and responsible for the User Experience of the MORE TH>N brand and EChoice brand. RSA is over 300 years of age, and are determined to be user-centric.

Some of my duties at RSA included the following:

* Continuous improvement of the websites to deliver: sales/profitability targets, cost savings & improved retention/customer loyalty
* Stakeholder management for all key changes – supporting eBusiness Partners to ensure that plans are well documented and performance is communicated
* Working with Analytics and Insight team to analyse and implement findings from web analytic tools e.g. Omniture/Clicktale
* Producing proposals with the aim of improving business performance and user experience
* Working with Product teams and other business stakeholders to devise market leading customer journey
- Implementing a test and learn strategy, planning what, when and how to test and sharing the learning
* Monitoring of the external market place to generate creativity and innovation to improve customer facing websites
* Consulting on global partner activities
* Providing insights to global partners
* e-Business representation on major projects
* Providing expert reviews (usability, practitioner) reviews
* User centred design tasks:
o Competitor / best in class reviews
o Stakeholder / design joint workshops
o Persona Creation
o Card sorting
o Journey mapping, scenario mapping, information architecture, interaction design, wire-framing, usability best practice
o Functional requirements/acceptance criteria
o Business rules (functional web layer)
o User testing (in-house and co-ordinating out of house)
o User enquiry (research tasks like diary studies, deskside analysis, focus groups, surveys