I help companies improve their revenues and reduce their costs.
How I do it is something called “user experience design”, which involves researching and understanding customer needs, then designing solutions that make it as easy and profitable as possible to meet them. I’ve been doing this for more than 6 years and have worked with companies in financial services, retail, media and transport.
The following are examples of my consulting and design work. If you’d like to have a chat about how I can help your business just drop me a line.
Projects, September 4th, 2017
There are untapped gains to be had from applying User Experience Design to operations. Several times I’ve been engaged by clients to look at how their internal processes and tools work from a UX perspective with the aim of improving efficiency, customer service and ultimately profits. In this example the aim was to provide customer service […]
Design, August 22nd, 2017
It started after a client’s web developer and I had a chat about their dashboard. The whole thing was a bit of a mess and we were chatting about how to rebuild it so it would work in any browser. Server side technology was the obvious solution and we threw around a few ideas. Eventually […]
Projects, August 14th, 2017
Quite a bit of my work is looking at the “big ticket” items in the User Experience. While I love this strategic work, there are times when picking up a small part of the experience and doing something tactical can produce results. Note: The following has been reworked to protect client confidentiality. All images open […]
Projects, June 7th, 2017
This user experience design example is developed from a project that started as a process reengineering exercise. To protect client confidentiality I have omitted some details and reworked the designs to be more generic. An events company had a delegate booking flow that stepped through 6 separate web pages. There was a high abandonment rate […]
Projects, May 12th, 2017
Sometimes improving service isn’t about empowering customers. Applying UX techniques to internal systems and processes can generate a positive outcome for both service and the bottom line. This case study infographic shows how I tackled one such problem. From mapping the customer experience to building interactive prototypes, I guided a business through unlocking major problems […]
Projects, December 2nd, 2016
Sometimes you know something is a good idea, but it has to be justified. I was asked to review the checkout flow of a business simply to create a business case for change. A new vendor was already selected, contracts were ready to be signed and then someone in authority asked for an independent User Experience […]
Projects, October 9th, 2016
Putting together a powerful investment pitch means focusing on key messages during the pitch and providing supporting documents for investors to review. Most pitches I’ve seen have been bravely put together on a single PowerPoint deck. It rarely works. My work with a small business looking to fund their next growth spurt meant putting together […]
Projects, March 30th, 2016
During a project looking at how consumers switched bank accounts I constructed a series of personas to help us focus design. By pooling various pieces of research the organisation already had I created clear pictures of various customer groups. We used these to make sure we focused our efforts on target customers and not get […]
Projects, January 22nd, 2016
“How do you tackle a project?” is a question I am asked on a regular basis. I could document my process as a formal presentation and set it out here as “The Way” I work, only the reality is more nuanced than that. Over the past twenty-odd years I’ve amassed a huge collection of tools, […]