Portfolio of work - 2012 to 2019
Our partners at Tesco Underwriting were looking to introduce a new online claims journey for car insurance claims, to free up customer service representatives to have better conversations with customers that needed it. I was originally brought into the project to make sure the journey adhered to our design patterns and standards within in the bank but as the project progressed, I took the lead with the designs of the overall user experience.
We did extensive customer research and applied human centred design and co-design techniques to address customer's and colleagues’ current frustrations with the claims process and to highlight opportunities for innovation. I also created a HTML prototype that was circulated to the wider project teams to allow us to have better conversations about our expectations for the journey and how it was expected to look, feel and work in the live build. The project gave me such a great opportunity to grow not only as a designer but as a leader as well, and gave me a lot of confidence working with large scale teams.
As a society, we have accepted the collating of our personal information as normal. Yet there is still a lack of clarity for most people about what data is being tracked and shared through day to day activities. As technology is further integrated and accepted, it will soon become increasingly difficult to opt out of keeping our personal information private and secure.
Your Supervisor is a new building entry system that asks the user to “punch in” when entering the building. This consents them to being monitored during their time in the building as well as notify users of changes in their “big 5” personality qualities, assigned based on personal data volunteered on social media sites. Your Supervisor then makes recommendations based on these qualities, all under the guise of providing a better experience for the user using their personal information.
Codable is a smartphone focused learning experience that aims to make the process of learning code less daunting for beginners. It stems from an interest into how adult informal learning could be encouraged on mobile devices and how elements of constructionism learning could turn these devices into proficient learning tools for topics such as coding languages.
Codable allows learners to take charge of their learning by allowing them to tackle and learn code at their own pace. Rather than interacting directly with code, users complete tasks using multiple choice options, providing a gentler introduction to learning code as opposed to traditional hands on learning.
Currently, I am overseeing the implementation of new functionality into our insurance portal that will allow customers to make changes to their policy within their renewal cycle. I have been doing extensive research on our current telephony journey and BAU journey to identify key areas for innovation through remote usability testing and customer interviews.
Project Mercury was an accelerator programme, working in partnership with the University of Edinburgh, designed to give colleagues across the business an introduction to human-centred design and the value it can have to improving services and the way we work in the bank. I was part of a team of 6 that took part in the 3 bootcamps, where we designed a community focused proposition for the bank that we then pitched to our executive board.
As part of a response to a design brief, I explored how Glasgow Club could redesign their existing user experience and to help achieve pre-defined key performance indicators. I did light user research, as well as market research on competitors, to help define a new strategy to follow that would aim to meet the KPI’s, as well as created high fidelity mockups of how the new application could meet these indicators while refreshing and modernising the design.
For my first project with Tesco Bank, I helped design a microsite for developers to gain access to our third party APIs, which were developed as part of the introduction of Open Banking earlier this year. This was a great project to get me familiar with the design patterns and standards used by the bank, and I was given a lot of autonomy to make and justify design decisions during the project.
I was also involved in the creation of various social media and web assets for the Netball World Cup during my time at Front Page that went live to advertise the events. I also had more freedom with these assets to decide the creative direction these assets took.
I was involved in the creation of various social media and web assets for the European Championships 2018 that went live to advertise the events. This was another great experience of seeing work I had designed go live for an exciting client.
During my time at Front Page I was involved in the launch of two e-learning platforms – Club Learning for Royal Caribbean Cruise Lines and Discover Marella Cruises for TUI. This was my first live project and was a great experience to see the process involved in launching a product.
A response to a one day brief, creating a mobile banking application that focused on a technology approach than branch approach to banking. I designed an on-boarding experience for a service that did not provide you with a physical bank card and instead generated a digital card to use instead.
During my time at Front Page, I was involved with Poster Project, creating posters every two weeks based on a randomly-selected word. This was an excellent way for me to strengthen my graphic design skills as well as give me an outlet to explore different styles of graphic design.
A two week commissioned project exploring how creative technology could be used to improve the networking experience at events. I led some technology based networking coordinated by the product at the University of Dundee's new centre for entrepreneurship.
Social Meters explored how the use of a physical object in the home could be used to measure the level of ‘neighbourliness’ in social housing, specifically tenement buildings or blocks of flats. It allows a method of communication between neighbours for those uncomfortable with face-to-face interaction as well as being a reminder of the responsibilities associated with being a tenant.
A household beacon that uses IoT to encourage and celebrate face-to-face conversations that share important announcements by sending notifications to your household. It was also the beginning of exploring how to integrate creative technology into my designs.
A four week project which resulted in a highly resolved concept to raise awareness of privacy online - the result was an interactive installation that visualises to users how internet cookies track your activity online.
A mobile application designed to provide a tool for those who struggle to plan for upcoming social events. As part of a project sponsored by Tesco Bank, it allows users to pre-arrange and save money for events in advance, to avoid being cashless on the night.
Working in collaboration with a local Dundee mathematician, MaRths is a collection of educational tools designed to introduce learners to the science behind root distribution maps, using a mixture of physical and digital models.