Profile
A commercially focused usability consultant, trainer, user experience designer and information architect with 9 year’s experience of UCD (User-Centered Design), customer experience and information architecture. This expertise has been applied to a diverse portfolio of brands and clients gaining significant experience in the online retail and information technology sectors. I am passionate about delivering compelling customer experiences that fulfill consumer goals and align to key business drivers. In addition I have a proven track of working with and managing multi-disciplinary teams to develop useful, usable, engaging and accessible online applications and retail platforms.
Experience
PRWD (2005 - )
User Experience Director, Trainer & Consultant
E-commerce projects include:
- leading the development of the launch version of UCDcommerce, PRWD's best practice e-commerce platform, including the information architecture, user interface (front and back-end), customer engagement solution, key shopping page user experience and rich interactive layer
- establishing the strategic partnerships for UCDcommerce with Fred Hopper, Coremetrics, Bazaarvoice, Scene7 and Maxymiser in order to provide increased conversion and customer retention rates for UCDcommerce clients
- delivering the new user interface for N Brown Group's online registration and customer sign-up process, for roll-out across 30 e-commerce brands
- providing both a redesign site critique and new homepage concept design for Virgin Wines
Internal business systems and web application projects include:
- leading the phase 1 development of a business critical User-Centered Designed ERP platform
- managing a UCD and Six Sigma improvement process (DMAIC in particular) for a lean manufacturing project
- providing the complete personalisation and user-centered design process for Fast Web Media's pitch to provide The FA with their new online presence
Training and events include:
Consultancy projects include:
- providing the user experience design for the RFU's World Cup website, working alongside Fast Web Media who provided the technical development for the project
- designing and developing an online catalogue launch PR gallery for Additions Direct
- providing an in-depth analysis and feasibility study to idenfity opportunities for a manufacturing client to exploit the online retailing sector
- delivering over 1200% ROI for one of PRWD's long term clients through planning and delivering a sales and marketing strategy by embedding usability into this strategy
Senior User Experience Designer
Completed projects included:
- redesigning the group wide checkout process following extensive customer analysis and competitor benchmarking
- working alongside other user experience specialists to redesign both crucial shopping pages such as product page and shopping basket, through to complete customer journeys for brands such as Kay's, Great Universal, Choice, Additions Direct and Littlewoods
- providing solutions for the information architecture of E-commerce websites selling over 10,000 product lines and offering customers a wide variety of shopping routes and account management features
- developing new compelling homepage designs for LX Direct and Marshall Ward as alternative and engaging customer experiences
- providing full user experience prototyping for a new in-house content management system to control and streamline the work of of 30 people across 5 different business areas
- developing the new online corporate identity and customer friendly corporate website for Littlewoods Shop Direct Group
Expertise & Services
User-Centered Design
Interaction and interface design, usability and accessibility design, information architecture, prototyping
Training and Consultancy
usability training, best practice e-commerce training, public and in-house training, bespoke training courses
Business Analysis
Requirements gathering, user testing facilitation, competitor benchmarking, stakeholder analysis, documentation, business process and operational analysis
Project Management
Project planning, business case development, team leadership, project estimating and prioritisation