UX case studies are valuable for demonstrating the impact of UX design work, showcasing a designer’s expertise and problem-solving abilities, educating stakeholders, and fostering learning and innovation within the UX community.
I hope to demonstrate the effectiveness of UX design to stakeholders, clients, and prospective employers, and can also serve as a learning resource for other UX professionals.
CWT is the worlds leading business travel company with clients such as Amazon, Meta, Nike, and Governments around the world and as such has huge amounts of data that can be utilized. The project was to build a platform where users can extract and visualize this data in user-friendly dashboards.
My first step was to understand the needs of the user and business and what technical constraints or opportunities there were.
I worked with the development team to understand the frameworks being used (React/MUI) and how we can use the existing components to create a new library to reflect the brand.
I then wireframed the concept out and task-based tested with SMEs to validate, followed by the building of a design system and subsequent component library using Figma and Zeplin
Working with the UX, Product and Development teams to create a new way of working using components and integrating directly with Jira to increase sprint velocity and raise efficiency with a direct ROI for the business.
Pepper Money is one of the UK’s largest lenders in the direct-to-broker market and after the acquisition of Optimum Credit looked to move into the Direct to Consumer market.
A whole new website, tone of voice, and look and feel were needed to reflect the new direction, so after extensive competitor analysis and user workshops to define the needs and constraints and also the opportunities available.
One of the key lead generating tools was a Loan calculator which alongside the website, I designed and built with my team, giving an indicative quote to the customer and integrating directly with Salesforce and creating a appointment for an advisor call.
After launch this increased leads by 60% with a direct ROI for the project and allowed the company to diversify its offering.
Optimum Credit wished to move into a new market of Commercial Real Estate lending, which would need a new lending portal designed and built.
A place for a broker to complete an application without stepping out of the portal, API integration to ONS and Companies House, DIP Calculator, File upload & Management and Solicitor Panel Integration.
As a multi million pound investment this needed to be tested and validated at all stages to further understand the business needs and market opportunities by speaking with subject matter experts and defining KPIs from senior stakeholders.
After workshopping the concept to define the viability of the project, what does good like like? who are our competitors and who are our users?
I then defined simple proto personas and created some initial proof of high fidelity concept pieces to get stakeholder buy in. Worked with the project team to define user stories, if there are any technical constraints and basic timelines.
Pepper Money is one of the UK’s largest lenders in the direct-to-broker market but had a flat brochure website that didnt engage with its users or offer value.
After workshops with SMEs, Stakeholders, and users, I formulated a proposition of total redesign and add value by bringing in a range of complex calculators, Buy-to-Let, Residential, and LTD Buy-to-let.
Working with my developers we built the calculators, tested at key points with users, and discover that criteria were equally important to brokers so built in a criteria matrix for added functionality.
Alongside the development work, my team of designers built a fully responsive modern website with a new CMS allowing internal users, marketers, and analysts to maintain and self-serve the website allowing for real-time rate changes in an ever-fluctuating market.
After launch website traffic increased by 47% and lead conversion via Decision in Principle increased by 26%.
QES builds and supports secure digital solutions for a diverse range of public and private sector clients, the existing platform was outdated and difficult to navigate for first-time users.
Starting off with a Heuristic Review to understand what the challenges are to the platform, working then with stakeholders to define what could be achieved in the timeframe allowed for working lean.
A full redesign was undertaken using a new component-based design system using Adobe XD to align with the existing UX team to create a responsive design built on a 12-column grid for scaleability.
Designs were user tested and iterated to refine the journeys around navigation and search, Stakeholder reviews were held every week for business approval.
Working closely with an offshore development team the project was delivered on time and on budget and tracking software was installed upon recommendation for continual improvement.
William Hill online is the world’s largest book maker, which offers Sportsbook and online casino games via its website and eventually an App.
After Google lifted restrictions on gambling apps being on the play store William Hill moved quickly to fill this space, however with an already existing iPhone app, they chose to simply use a wrapper and use this as the Android App.
What became apparent quickly was that a user expected different Journeys, components, and aesthetics.
Myself and a group of contractors were brought in to make a true Android app working within the MUI framework and adhering to the android aesthetics, this was rigorously user-tested, designed, and deployed in an intense 12-week period showing the scaleability of William Hill, the ability of the UX team and the validation of a lean UX process.
AIG, American International Group, Inc., is an American multinational finance and insurance corporation with operations in more than 80 countries.
They wanted an app designed to incentive field sales agents in their Asian market where the sale of Micro Insurance is prevalent.
After workshops with Senior Stakeholders, Product Owners, and SMEs the goals of the project and the direction was determined, proto-personas were created and branding was defined.
I wireframed the initial flows to test the journeys using Axure RP and validate the assumptions made during discovery, after iterations we then moved to UI design using Sketch where we tested the look and feel across different personas and devices most common in the Asian market (Android).
I then moved all the designs to Invision and using a design system I communicated the concepts to the offshore development teams for building to start and stayed in contract until the project completed.
Design for good is not just a ‘buzzy’ phrase.
Now more than ever, I have come to recognise the importance of design becoming a real force for good. Put into practice, creating in this way can enrich my life and the work I do, with a real emotional investment often at the core which can be fulfilling and rewarding in ways that commercial work simply isn’t.
If you are a start-up, a charity, or something interesting that will intrigue or challenge me, get in touch to discuss Pro Bono or Quid Pro Quo work.
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