Customer Challenges
Our previous homepage left customers disengaged, finding it unappealing, impersonal, and inconsistent. Analytics showed low interaction. Product showcases were unnoticed, failing to assist users in purchases, site navigation, or brand alignment.
The Vision
Extensive research, sprint sessions, idea generation, testing, and interviews led to a simplified homepage. Inspiring microenvironments emerged. Short, impactful soundbites and a TikTok-inspired pattern transformed our digital entryway.
Remarkable Outcomes
In 12 months, our commitment led to £1M extra revenue.* The homepage reignited interest and harmonized with our brand.
The Challenge
Our mission: Revamp Eurosport's digital landscape with creative twists and ‘moments of joy’. Customer tests and Feedback showed they craved a transformed digital sports experience. In addition I was also tasked with further developing the global digital toolkit for the new brand and leading workshops.
The Solution
We embarked on an innovation-driven journey. Inspiring users was our goal. Innovative solutions reshaped the digital landscape. Some adapted, others pioneered. All harmonized, infusing interactions with vivid inspiration.
The Result
Unveiling our solutions marked a resounding triumph. Users' enthusiasm was remarkable. NPS and other metrics improved. Navigating constraints, introducing innovation, radiating power and charm—our response was awe-inspiring, a resounding triumph. It was a considerable part of the global roll out in 99 countries with 243million subscribers and Eurosport's biggest rebrand in 26 years.
The Challenge
At M&S, the "Christmas Food to Order" (CFTO) website holds critical strategic importance. In the midst of the COVID-19 pandemic, there was unprecedented pressure to deliver an optimal CFTO site. The task at hand was to effectively showcase the Christmas offerings, explain the products, all while ensuring the design could be easily refreshed for future marketing graphics.
The Outcome
Under the theme "Surfaces over Stars," we crafted an inspiring and reusable CFTO landscape. This design marked a watershed moment for M&S, becoming the most successful CFTO site in its history. It achieved higher sales, faster conversions, and encountered minimal resistance. Even today, it continues to be a cornerstone of our annual offerings, proving its enduring effectiveness.
The problem
Sky.com previously had two sections: one for showcasing and one for sales, both targeting potential customers, with a third section for existing customer upgrades. The site was cluttered, leading to user frustration. Additionally, the previous responsive site was underperforming.
The Approach
We initiated stakeholder workshops, reorganizing site content. Wireframes and visual designs were developed and user-tested. I presented these to the CEO for approval. We created a responsive, personalized, and user-friendly shop, simplifying journeys and enhancing user focus.
The Result
Our revamped architecture reduced navigation links by 67% and streamlined the CMS, giving content room to shine. The new design set a premium standard for sky.com, resulting in a 12% boost in desktop and tablet sales and a doubling of mobile sales upon launch.
The Brief
Sky's customer relationship appeared cold and unengaging, as validated by testing. The brief aimed to revolutionize this by creating a superior online experience, connecting customers seamlessly via familiar social channels. The strategy focused on simplifying service to enhance engagement and retention.
The Idea
Launched for 500k Oxfordshire customers, the pilot introduced 'MyHUB,' a flipcard-style customer dashboard. This allowed users to access highly personalized content swiftly. It featured personalized video bills, live chat, co-browsing, and self-diagnostic flows, diverting issues from call centers.
The Results
The pilot excelled with an 8% drop in call center calls in three months, doubling website return usage, tripling self-service help journeys, and a 2.7-point NPS boost. Many pilot features now define Sky's service experience.
Project: Elevating the Car Repair Experience
Imagine a digital journey where waiting for your car repair becomes a seamless, informative, and harmonious experience. That was the vision behind our project for a prominent insurance company.
The Challenge
Our task was to weave together diverse data streams into a unified, user-friendly touchpoint. This digital oasis would cater to every user waiting for their car repair. By syncing with mechanics and leveraging our internal systems, we aimed to provide customers with real-time updates on their repair status and completion time. But we didn't stop there; we also designed it to guide users to their chosen repair shop.
The Result
The outcome was a transformative digital experience that elevated car repair waiting times. Users were empowered with information, and the process became a journey of convenience and reassurance. It's a testament to how digital innovation can redefine everyday moments.
Elevating Help and Support at NowTV
As Senior UI/Visual Designer for NowTV's Help, I spearheaded a site overhaul, emphasizing simplicity and clarity. This comprehensive endeavor encompassed UX, prototyping, testing, UI brainstorming, and global collaboration to establish a new standard.
The Challenge
Our mission: revamp Help and Support. We initiated card sorting, delved into UX, prototyped rigorously, and brainstormed UI enhancements. International coordination united various business segments, creating a delivery benchmark.
The Result
The outcome is an elegant, user-friendly Help and Support site. Its intuitive design ensures a positive experience, exemplifying the transformative power of design at NowTV.
Challenges
This was a year-long project to create, build and enhance an entire product ecosystem for an in-store card and payment system for M&S. I tackled brand creation from scratch, user engagement, domestic buy-in, 4 external fintech companies input, onboarding simplification, and market adaptability while collaborating with externals and maney layers of outside input.
Creative Strategy
Our strategy and approach was bold and aggressive, featuring extensive brand research, user-story priority driving, data-driven multichannel advertising, user-centric onboarding patterns, and agile digital product development. There was a focus on ‘ease of use’ and accessibility.
Triumph and Innovation
The project excelled with remarkable brand design, successful advertising, user-friendly onboarding, and seamless collaboration with three banks, and external agencies underscoring my ability to deliver under pressure and to a deadline.
The Brief:
Our mission: create and deliver a digitally-led benchmark conference, raising the industry's bar. This encompassed the successful execution of all-digital and atl subbrand integration across various disciplines, even including environmental branding.
The Method:
Deepdive workshops with clients/stakeholders gave birth to digital concepts/elements that ensured continuity and engagement, while some exciting environmental branding provided a consistent onbrand experience. The F1 car branding added an exciting, attention-grabbing dimension.
The Execution and evidence:
This event unfolded as a resounding success under my creative stewardship and exceeded all expectations. The end-to-end approach yielded remarkable results: a significant 37% increase in domestic engagement year-on-year and a noteworthy 24% elevation in feedback metrics, affirming our success in achieving the brief's objectives.
The Challenge
Revamp the digital presence for a mature audience, making it user-friendly and accessible while effectively marketing our cruise offerings.
The Execution
Prioritized accessibility and user-friendliness for an older demographic. Combined this with cutting-edge UI/UX and elegant visuals to create top-tier web and app materials.
The Results
Immediate improvement in NPS and online sales. Reduced reliance on support calls and laid the groundwork for future digital development.
