A selection of case studies to illustrate my thinking and approaches
Bridging Regulatory and User Needs
The ask was to make a complex credit card application experience less painful.
I used empathy strips to help stakeholders understand the friction between strict legal requirements and user experience.
Documentation included flows, maps and wireframes that focused on improving clarity, and prototypes that were tested with users.
By refining structure, flow, and clarity, the experience proved to better support users navigating a process shaped by regulatory and business constraints. Read more
Mapping Complex Systems for Government
The hypothesis was that personal user data held by government departments could be shared across services, reducing the need for users to rekey personal data. This was a Discovery process.
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We needed to know how personal data is used, shared and safeguarded across government. I mapped data within the Department of Education and several smaller services. This was achieved through meetings, interviews, workshops and desk research.
The work shaped understanding, and a complex was process clarified and brought to life with graphics. Read more
Surfacing Disenfranchised Users
A UK government department had a pile of feedback data from their users, but needed help with analysis to understand how to improve the online legal fee application process.
I discovered that while the majority of users managed with minimal pain, there was a small percentage of users who were deeply impacted by the current form journey for a number of reasons.
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I provided the Client with a detailed Expert Review and accompanying annotated screenshots to guide redesign. Read more
Designing for Behaviour Change
A financial institution wanted to support their users so that they avoided late payment fees.
Working closely with the client, I ran qualitative research sessions with users to discover their behaviour and attitudes.
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From these findings, the client developed a number of design hypotheses and I sketched stimuli to evaluate which approach would be the more successful. The insights into user behaviour was essential to designing appropriate support for users. Read more
If you'd like to see more, or discuss your needs, get in touch.
An Infrastructure for User Research
A complex legacy Annual Return for a governmental body had previously failed its Alpha assessment.
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I conducted primary research with users under real-world conditions and worked closely with a multidisciplinary team to surface critical usability, content, and information architecture issues.
I set up a foundation for in-house user research. The outcomes included passing Alpha, data driven personas, stronger cross-disciplinary alignment, and a shared understanding of how research informs design and delivery. Read more
Creating Personas to Inform Content Design
A pharmaceutical company in the UK wanted to develop a patient-facing website to provide useful content for people with chronic conditions.
They wanted to understand patient needs, perceptions and concerns around the type of content they want to receive regarding their condition and medications.
Focus groups and surveys gave us a clear picture of users, and determined how to provide information that was relevant and delivered in the right tone of voice. Read more
If you'd like to see more, or discuss how I can help you, get in touch.