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Legal & General Digital Transformation
The objective of my role was to manage the experience design process for market-leading insurance products. It was my responsibility to research and identify opportunities to create world-class digital products.
I managed a team of local and offshore resources to ensure we produced engaging, accessible, and responsive products. A key part of my role was to merge disparate projects across the business and work with the brand teams to produce a consistent UX and design strategy and associated guidelines.
MY APPROACH
• I led discovery and insight workshops with senior stakeholders and subject matter experts.
• I conducted competitive analysis in the insurance and financial services market.
• I planned and led multi-variant testing sessions.
• I led usability testing sessions, held in a dedicated lab environment.
• I prioritized design and UX sprint roadmaps.
• Working with the brand team, I created a design library for insurance and other products.
• I created Axure and hand-coded HTML prototypes.
THE SOLUTION
The result was an elegant yet simple design that showcased L&G’s flagship products.
• A 100% responsive product, usable across all devices.
• The time taken to quote was improved by an average of 25% across a range of products.
• The user journey was 100% digital (paperless) for applications and quotes. This introduced significant savings in the first year alone.
Client: Legal & General
Services: Strategy, Research, Website Design, UX
The objective of my role was to manage the experience design process for market-leading insurance products. It was my responsibility to research and identify opportunities to create world-class digital products.
I managed a team of local and offshore resources to ensure we produced engaging, accessible, and responsive products. A key part of my role was to merge disparate projects across the business and work with the brand teams to produce a consistent UX and design strategy and associated guidelines.
MY APPROACH
• I led discovery and insight workshops with senior stakeholders and subject matter experts.
• I conducted competitive analysis in the insurance and financial services market.
• I planned and led multi-variant testing sessions.
• I led usability testing sessions, held in a dedicated lab environment.
• I prioritized design and UX sprint roadmaps.
• Working with the brand team, I created a design library for insurance and other products.
• I created Axure and hand-coded HTML prototypes.
THE SOLUTION
The result was an elegant yet simple design that showcased L&G’s flagship products.
• A 100% responsive product, usable across all devices.
• The time taken to quote was improved by an average of 25% across a range of products.
• The user journey was 100% digital (paperless) for applications and quotes. This introduced significant savings in the first year alone.
Client: Legal & General
Services: Strategy, Research, Website Design, UX
Design Sprint: Research and Insights
B&CE is a provider of financial products such as pensions, life cover, and healthcare. When B&CE launched a workplace pension product called The People’s Pension, they asked me to lead an evaluation of their product in the form of a two-week design sprint.
MY APPROACH
An initial two-day stakeholder workshop was held to gain an understanding of potential opportunities. The area of priority identified as a result of this workshop was how the data quality supplied by their clients impacted payroll integration. There were many pain points (and opportunities) in this area, offering scope for UX improvements, change in business process, and technical innovation. The next step was a series of deep-dive workshops, focusing on the payroll integration problem. Affinity mapping exercises enabled us to identify areas for innovation and improvement.
THE SOLUTION
From a CX perspective, this meant an intuitive prototype built around payroll integration. To bring the scenarios into the real world, we created a visual story. This offered a compelling way to demystify the payroll process.
B&CE is a provider of financial products such as pensions, life cover, and healthcare. When B&CE launched a workplace pension product called The People’s Pension, they asked me to lead an evaluation of their product in the form of a two-week design sprint.
MY APPROACH
An initial two-day stakeholder workshop was held to gain an understanding of potential opportunities. The area of priority identified as a result of this workshop was how the data quality supplied by their clients impacted payroll integration. There were many pain points (and opportunities) in this area, offering scope for UX improvements, change in business process, and technical innovation. The next step was a series of deep-dive workshops, focusing on the payroll integration problem. Affinity mapping exercises enabled us to identify areas for innovation and improvement.
THE SOLUTION
From a CX perspective, this meant an intuitive prototype built around payroll integration. To bring the scenarios into the real world, we created a visual story. This offered a compelling way to demystify the payroll process.
Vitality Product Strategy
The objective of my role was to define the best-in-class experience for PruHealth customers. I led the user experience process and directed external agency resources to achieve the project objectives, customer optimization, and product performance targets.
MY APPROACH
• I personally planned and led user and staff insight workshops.
• I used statistical analysis and competitor insight to inform UX output.
• I conducted competitive analysis in the insurance and financial services market.
• User research was conducted in the form of end-user and staff insight workshops.
• I created static and HTML prototypes.
• Multi-variant testing of prototypes was conducted in focus groups.
THE SOLUTION
The final product was a contemporary new member zone to support Vitality members. A key KPI that was met was to improve customer conversion and retention.
The new member zone featured:
• A quick and simple new registration experience.
• A new health review experience.
• Gamification of Vitality points through the promotion of rewards and offers.
• Personalized partner benefits.
• A 50% time improvement in the quote to apply process.
• Full medical underwriting available as a digital process for the first time.
• Personalized content offered to users based on their preferences.
Client: Vitality
Services: SERVICES: STRATEGY, RESEARCH, WEBSITE DESIGN, UX
The objective of my role was to define the best-in-class experience for PruHealth customers. I led the user experience process and directed external agency resources to achieve the project objectives, customer optimization, and product performance targets.
MY APPROACH
• I personally planned and led user and staff insight workshops.
• I used statistical analysis and competitor insight to inform UX output.
• I conducted competitive analysis in the insurance and financial services market.
• User research was conducted in the form of end-user and staff insight workshops.
• I created static and HTML prototypes.
• Multi-variant testing of prototypes was conducted in focus groups.
THE SOLUTION
The final product was a contemporary new member zone to support Vitality members. A key KPI that was met was to improve customer conversion and retention.
The new member zone featured:
• A quick and simple new registration experience.
• A new health review experience.
• Gamification of Vitality points through the promotion of rewards and offers.
• Personalized partner benefits.
• A 50% time improvement in the quote to apply process.
• Full medical underwriting available as a digital process for the first time.
• Personalized content offered to users based on their preferences.
Client: Vitality
Services: SERVICES: STRATEGY, RESEARCH, WEBSITE DESIGN, UX
Editing & Cinematography
I’ve since filmed a lot of interviews, learning content, and several narrative pieces and have invested a great deal in filmmaking equipment and training over the years. Regarding editing, I have built a certified Avid Media Composer system and have extensive knowledge of Adobe Creative Suite (Notably Premiere Pro and After Effects).
I have vast experience in planning and executing world-class video and multimedia projects at the highest standards using the latest technologies. I am also an experienced lighting, camera, and audio professional.
Over the last 15 years, I have successfully sought to widen my skills in film and video production and training to Steadicam gold standard on a residential course run by Garrett Brown (the inventor of the Steadicam).
I’ve worked on projects for Nintendo, the BBC, the NME, Loaded, Wallpaper and many more.
I’ve since filmed a lot of interviews, learning content, and several narrative pieces and have invested a great deal in filmmaking equipment and training over the years. Regarding editing, I have built a certified Avid Media Composer system and have extensive knowledge of Adobe Creative Suite (Notably Premiere Pro and After Effects).
I have vast experience in planning and executing world-class video and multimedia projects at the highest standards using the latest technologies. I am also an experienced lighting, camera, and audio professional.
Over the last 15 years, I have successfully sought to widen my skills in film and video production and training to Steadicam gold standard on a residential course run by Garrett Brown (the inventor of the Steadicam).
I’ve worked on projects for Nintendo, the BBC, the NME, Loaded, Wallpaper and many more.
Experience Highlights
2020 to present
UX Strategist
Toptal & Freelance
2018
Head of User Experience and Design
Thomas Cook
2016
Head of User Experience
HCL Fintech Innovation Lab
2015
UX Strategist
Legal & General
2013
Multi-Platform Delivery Manager
BBC