Capgemini (HMRC Account)
Driving user engagement for HMRC's Government Gateway portal and Enterprise Investment schemes:
Conducted full-spectrum research for two crucial HMRC projects within the Making Tax Digital (MTD) strategic area- EMAC (Enrolment Management and Agent-Client Migration) and ITR (Investment Tax Relief), making use of contextual inquiry and qualitative techniques as well as Google Analytics, A/B testing, tree testing and card sorting to aid in behavioural profiling and information architecture. Co-designed HMRC-wide user needs repository helping to provide stakeholders with strategic insights into organisation coverage of user needs. Working within the aforementioned projects, I acquired substantial experience of scrum/agile best practices and user-centred iterative design techniques, along with the ability to reconcile research output with business requirements. During my tenure with Capgemini, I have also built extensive experience in user recruitment and management, user testing (conducting over 100 remote and on-site user testing sessions), user journey mapping, cognitive walkthroughs and heuristic evaluation. Evangelised a user-centred approach throughout the length of development sprints, adding weight to the use of personas, journeys and research rigour while ensuring close collaboration, communication and understanding between stakeholders.
In addition, I earned the Capgemini Foundation Management Consulting Certificate (FMCC) in mid-2017.