Work Experience
Ideagen Software Ltd
Nottingham, UK
July 2018 - November 2021
Driver & Vehicle Standards Agency (DVSA)
Nottingham, UK
July 2018 - November 2021
Senior UX Consultant (Current)
Creating user-centric solutions for complex, heavily regulated B2B products. Acting as the "voice of the user," I ensure that user needs and expectations drive the design and development of exceptional product experiences. I also foster a collaborative and supportive environment within the UX team, mentoring junior members, providing guidance, and encouraging open communication.
Through extensive research and product mapping, I have developed a deep understanding of Ideagen’s products, services, and user base. I prioritise accessibility and digital inclusion, embedding these principles into every stage of UX/UI design, which is particularly critical given the regulatory requirements of the products I work on.
Strategically, I analyse how user research, UX design, and accessibility align with the broader goals of Ideagen’s product suite, ensuring that we meet both user needs and compliance standards. This perspective supports continuous product improvement efforts, leveraging insights from user research, analytics, and feedback to enhance usability and functionality.
I deliver key UX outputs, including wireframes, prototypes, product maps, user research interviews, and usability testing, tailored to the demands of highly regulated environments. Staying updated on the latest UX/UI trends, tools, and techniques, I ensure our processes are innovative, efficient, and capable of addressing the unique challenges of complex industries.
Senior User Researcher
Creating user-centric solutions for complex, heavily regulated B2B products. Acting as the "voice of the user," I ensure that user needs and expectations drive the design and development of exceptional product experiences. I also foster a collaborative and supportive environment within the UX team, mentoring junior members, providing guidance, and encouraging open communication.
Through extensive research and product mapping, I have developed a deep understanding of Ideagen’s products, services, and user base. I prioritise accessibility and digital inclusion, embedding these principles into every stage of UX/UI design, which is particularly critical given the regulatory requirements of the products I work on.
Strategically, I analyse how user research, UX design, and accessibility align with the broader goals of Ideagen’s product suite, ensuring that we meet both user needs and compliance standards. This perspective supports continuous product improvement efforts, leveraging insights from user research, analytics, and feedback to enhance usability and functionality.
I deliver key UX outputs, including wireframes, prototypes, product maps, user research interviews, and usability testing, tailored to the demands of highly regulated environments. Staying updated on the latest UX/UI trends, tools, and techniques, I ensure our processes are innovative, efficient, and capable of addressing the unique challenges of complex industries.
E.ON Energy
Nottingham, UK
June 2014 - July 2018
Digital Product Owner/Digital Experience Executive
I designed a new meter reading entry journey for customers, projected to deliver a £600,000 benefit over five years. Additionally, I created and implemented a mobile-optimized experience for both residential and business customers, resulting in a 267% increase in mobile engagement among business users within a year.
To improve customer acquisition, I redesigned the customer acquisition journey, which led to a 7% increase in repeat website visits and a 5% rise in online account registrations after one year. Similarly, I revamped the business customer online account registration process, replacing an outdated system with a streamlined journey that is estimated to deliver £100,000 in benefits over five years.
As the lead designer for a new tariff-switching tool for residential customers, I achieved significant improvements, including a 75% increase in desktop conversions, 107% for tablet users, and 86% for mobile users within two months. This tool also drove a 2748% increase in customers navigating from the tariff-switching journey to provide meter readings, enhancing billing accuracy.
E.ON Energy
Nottingham, UK
September 2012 - June 2014
User Acceptance Tester
Developed and executed test scripts to evaluate new functionality, ensuring a seamless user experience by identifying bugs and issues prior to launch. Applied a customer-centric approach to testing online services, simulating real-world usage to uncover potential problems and improve service quality.