Claire Durrant Assoc. CIPD
Lead CX Designer & Researcher at Methodical- Claim this Profile
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Bio
Berta Rojals
I first met Claire after her fun and outspoken talk "Personas suck" at UXCamp Brighton 2018. I'm grateful that since then we've had the chance to work together in three different projects while at LearnJam and Methodical. At LearnJam, we worked on two projects that involved building digital products for international learning organisations, and that consisted of an ideation and wire framing phase, followed by UI design and usability testing. At Methodical, we worked in a project for a global animal pharmaceutical company where I collaborated with a team of CX designers, led by Claire. The project involved extensive user research and analysis - specially complex due to the vast amount of information. Amongst colleagues and clients, Claire is known to have superpowers. She's bright, swift and always one step ahead - asking the questions that you wish someone had asked, whether it would be in a client call navigating a scope conversation, in a focus group trying to understand what users are really saying or in a planning meeting assigning tasks to the team. What I love about Claire is that she gets to the bottom of things, and makes sure that everything is crystal clear to everyone. Claire helped me grow as a designer by providing structure and constructive feedback, and suggesting approaches on how to tackle designs and overcoming any blockers. It was a huge booster for me to be mentored by Claire, as she supported me in enhancing my methods and design practices, as well as my creative confidence. Claire is the design lead that you want to have in every project. When I work with her, I feel that she has everything under control, and that the project will not only succeed but deliver results beyond expectations. I hope Claire and I have the chance to work together again in the future 🙌
Fred Hugand
Claire worked as UX lead designer on three of our internal web applications and it was a real pleasure to collaborate with her. She is self-taught in UX and, unlike many self-proclaimed UX gurus I've worked with in the past, always ready to challenge her own assumptions based on user research. As a side project, she also documented the UX process in a simple yet exhaustive way which helped non-UX people understand why this is important and how to take advantage of various techniques. Claire is a great communicator, a fun, passionate and resourceful designer and she is also able to quickly adapt to the context whatever the domain is. Her personal interests (from theater to martial arts among many others), passion for travel and community engagements are a great complement to her professional skills. Thank you for all the good work and positive energy!
Berta Rojals
I first met Claire after her fun and outspoken talk "Personas suck" at UXCamp Brighton 2018. I'm grateful that since then we've had the chance to work together in three different projects while at LearnJam and Methodical. At LearnJam, we worked on two projects that involved building digital products for international learning organisations, and that consisted of an ideation and wire framing phase, followed by UI design and usability testing. At Methodical, we worked in a project for a global animal pharmaceutical company where I collaborated with a team of CX designers, led by Claire. The project involved extensive user research and analysis - specially complex due to the vast amount of information. Amongst colleagues and clients, Claire is known to have superpowers. She's bright, swift and always one step ahead - asking the questions that you wish someone had asked, whether it would be in a client call navigating a scope conversation, in a focus group trying to understand what users are really saying or in a planning meeting assigning tasks to the team. What I love about Claire is that she gets to the bottom of things, and makes sure that everything is crystal clear to everyone. Claire helped me grow as a designer by providing structure and constructive feedback, and suggesting approaches on how to tackle designs and overcoming any blockers. It was a huge booster for me to be mentored by Claire, as she supported me in enhancing my methods and design practices, as well as my creative confidence. Claire is the design lead that you want to have in every project. When I work with her, I feel that she has everything under control, and that the project will not only succeed but deliver results beyond expectations. I hope Claire and I have the chance to work together again in the future 🙌
Fred Hugand
Claire worked as UX lead designer on three of our internal web applications and it was a real pleasure to collaborate with her. She is self-taught in UX and, unlike many self-proclaimed UX gurus I've worked with in the past, always ready to challenge her own assumptions based on user research. As a side project, she also documented the UX process in a simple yet exhaustive way which helped non-UX people understand why this is important and how to take advantage of various techniques. Claire is a great communicator, a fun, passionate and resourceful designer and she is also able to quickly adapt to the context whatever the domain is. Her personal interests (from theater to martial arts among many others), passion for travel and community engagements are a great complement to her professional skills. Thank you for all the good work and positive energy!
Berta Rojals
I first met Claire after her fun and outspoken talk "Personas suck" at UXCamp Brighton 2018. I'm grateful that since then we've had the chance to work together in three different projects while at LearnJam and Methodical. At LearnJam, we worked on two projects that involved building digital products for international learning organisations, and that consisted of an ideation and wire framing phase, followed by UI design and usability testing. At Methodical, we worked in a project for a global animal pharmaceutical company where I collaborated with a team of CX designers, led by Claire. The project involved extensive user research and analysis - specially complex due to the vast amount of information. Amongst colleagues and clients, Claire is known to have superpowers. She's bright, swift and always one step ahead - asking the questions that you wish someone had asked, whether it would be in a client call navigating a scope conversation, in a focus group trying to understand what users are really saying or in a planning meeting assigning tasks to the team. What I love about Claire is that she gets to the bottom of things, and makes sure that everything is crystal clear to everyone. Claire helped me grow as a designer by providing structure and constructive feedback, and suggesting approaches on how to tackle designs and overcoming any blockers. It was a huge booster for me to be mentored by Claire, as she supported me in enhancing my methods and design practices, as well as my creative confidence. Claire is the design lead that you want to have in every project. When I work with her, I feel that she has everything under control, and that the project will not only succeed but deliver results beyond expectations. I hope Claire and I have the chance to work together again in the future 🙌
Fred Hugand
Claire worked as UX lead designer on three of our internal web applications and it was a real pleasure to collaborate with her. She is self-taught in UX and, unlike many self-proclaimed UX gurus I've worked with in the past, always ready to challenge her own assumptions based on user research. As a side project, she also documented the UX process in a simple yet exhaustive way which helped non-UX people understand why this is important and how to take advantage of various techniques. Claire is a great communicator, a fun, passionate and resourceful designer and she is also able to quickly adapt to the context whatever the domain is. Her personal interests (from theater to martial arts among many others), passion for travel and community engagements are a great complement to her professional skills. Thank you for all the good work and positive energy!
Berta Rojals
I first met Claire after her fun and outspoken talk "Personas suck" at UXCamp Brighton 2018. I'm grateful that since then we've had the chance to work together in three different projects while at LearnJam and Methodical. At LearnJam, we worked on two projects that involved building digital products for international learning organisations, and that consisted of an ideation and wire framing phase, followed by UI design and usability testing. At Methodical, we worked in a project for a global animal pharmaceutical company where I collaborated with a team of CX designers, led by Claire. The project involved extensive user research and analysis - specially complex due to the vast amount of information. Amongst colleagues and clients, Claire is known to have superpowers. She's bright, swift and always one step ahead - asking the questions that you wish someone had asked, whether it would be in a client call navigating a scope conversation, in a focus group trying to understand what users are really saying or in a planning meeting assigning tasks to the team. What I love about Claire is that she gets to the bottom of things, and makes sure that everything is crystal clear to everyone. Claire helped me grow as a designer by providing structure and constructive feedback, and suggesting approaches on how to tackle designs and overcoming any blockers. It was a huge booster for me to be mentored by Claire, as she supported me in enhancing my methods and design practices, as well as my creative confidence. Claire is the design lead that you want to have in every project. When I work with her, I feel that she has everything under control, and that the project will not only succeed but deliver results beyond expectations. I hope Claire and I have the chance to work together again in the future 🙌
Fred Hugand
Claire worked as UX lead designer on three of our internal web applications and it was a real pleasure to collaborate with her. She is self-taught in UX and, unlike many self-proclaimed UX gurus I've worked with in the past, always ready to challenge her own assumptions based on user research. As a side project, she also documented the UX process in a simple yet exhaustive way which helped non-UX people understand why this is important and how to take advantage of various techniques. Claire is a great communicator, a fun, passionate and resourceful designer and she is also able to quickly adapt to the context whatever the domain is. Her personal interests (from theater to martial arts among many others), passion for travel and community engagements are a great complement to her professional skills. Thank you for all the good work and positive energy!
Credentials
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Analyzing Audiences & User Behavior
SkillsoftMay, 2020- Sep, 2024 -
Using Dashboards & Reports
SkillsoftMay, 2020- Sep, 2024 -
CIPD Associate
CIPD Qualifications
Experience
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Methodical
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Design Services
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1 - 100 Employee
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Lead CX Designer & Researcher
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Apr 2022 - Present
CX Design | Product Design | User Research | UX Design | Service Design | Journey Mapping | Mentoring & People Management CX Design | Product Design | User Research | UX Design | Service Design | Journey Mapping | Mentoring & People Management
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Director
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Nov 2011 - Present
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Class35
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United Kingdom
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Business Consulting and Services
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1 - 100 Employee
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UX Designer
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Oct 2022 - Dec 2022
UX Design | Product Design Led the UX design for an overhaul of international collector car auction site, Bonhams The Market. The site had, until this point, been a labour of love for a relatively small management and development team. Picking up the reins from a UX review done in the months prior, I worked with a UI designer and content creator to overhaul the auction pages, bidding flow, customer registration and management, and landing pages — delivering designs alongside a flexible design system that could be used to apply new styles and layouts to the remainder of the site. Show less
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Lead CX Designer & Researcher
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Jun 2020 - Feb 2022
CX Design | Product Design | User Research | UX Design | Service Design | Journey Mapping | Mentoring & People ManagementCustomer experience review, research, documentation and design - creating customer journey maps for several different animal pharmaceutical lifecycles (medical and otherwise). These journeys were both broad and deep; covering the entirety of life on various types of farms, more focused innovation research, and internal processes between customer-impacting departments. These projects involved distilling existing industry research and combining this with in-depth SME interviews to identify significant factors, define customer scenarios, create customer profiles and map out detailed customer journeys with specific emphasis on setting expectations and addressing challenges. From here we led online, remote workshops with a mixture of experts and stakeholders to identify and prioritise opportunities to improve the experience, and finally delivered different fidelities of outputs for different audiences: the full journey map with all context, the prioritised spreadsheets of opportunities against their applicable challenges; and an executive summary presentation with high level themes and guidance.I've additionally led several design projects to improve customer-facing info and eCommerce areas — with too much to talk about to write it all here!As part of this role I led and managed a team of Customer Experience Designers. Show less
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Lead CX Designer & Researcher
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Apr 2020 - Jul 2020
User Research | Service DesignMoving the work on from a business case and concept designs created by the team for a fertility and pregnancy-related service. Designing and conducting remote research sessions with prospective users in various US locations to determine the feasibility and appeal of each feature and the app as a whole, and providing a detailed research report with evidence to help the team prioritise features and change scope where needed. This resulted in a costed and prioritised feature list split by release, ready for detailed design. Show less
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LearnJam
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United Kingdom
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Education
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1 - 100 Employee
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UX/UI Designer
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Apr 2021 - Jun 2021
UX Design | Product Design | Service Design Brought on for the discovery and design stages of a 6-month ‘push’, for a well known premium education brand, to accelerate their online classroom solutions with fast experimentation and discovery, design, research and feature prioritisation. I supported a midweight designer and, as well as creating concepts and detailed designs, provided regular reviews and guidance for her work. UX Design | Product Design | Service Design Brought on for the discovery and design stages of a 6-month ‘push’, for a well known premium education brand, to accelerate their online classroom solutions with fast experimentation and discovery, design, research and feature prioritisation. I supported a midweight designer and, as well as creating concepts and detailed designs, provided regular reviews and guidance for her work.
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Fishawack Health
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United Kingdom
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Pharmaceutical Manufacturing
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500 - 600 Employee
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UX Consultant
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Jan 2021 - Apr 2021
UX Design | User Research | UI Design Project 1: Creation of prototypes and discussion guides for the usability testing of two product websites for a major pharmaceutical brand, to meet client needs and regulatory guidelines around US pharmaceutical products. These projects were behind deadlines when joining, so this meant bringing the projects up to speed and managing relationships with clients and team members based overseas to get concepts ready for a fixed testing date. Project 2: Working with a Content Designer and Visual Designer to take a pharmaceutical sales call aid from proposal through to implementation. At its core this was a presentation, but with the flexibility to expand into particular interest areas depending on the healthcare professional (and their needs and time); this app required some clever navigation design to turn a complex collection of conversational “if” scenarios into a slick sales aid that could react seamlessly to a changing conversation with only a couple of taps, whilst also meeting all regulatory requirements that come with the healthcare territory. Show less
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Schlumberger
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United States
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Oil and Gas
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700 & Above Employee
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User Experience Lead
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Mar 2017 - Aug 2020
UX Design | User Research | Usability Testing | Product Strategy | Business Process Development | Copywriting | UI Design | Mentoring & People Management | Business Analysis A remote contract, working with a development team based in Montpellier. Creation of a UX strategy for a product ecosystem, defining the principles and planning research and design, creating and validating personas, task modelling and user flows. With this background work I have then created wireframe prototypes, carried out user testing (remote and onsite), implemented analytics reporting, and refined designs (working closely with product owners and developers) to create both MVPs and end-vision pieces. I continue to manage, champion and evolve the user experience across the internal product ecosystem, working on Agile, incremental releases in line with the broader Schlumberger software strategy. During this contract, I have been involved in the creation and ongoing development of three live internal tools, plus numerous other tools and processes which are either in development, or soon to be. I have worked with internal stakeholders to help define and implement the organisation's governance processes for product development. More recently, I've been conducting organisational strategy level research and design to document and improve the entire Schlumberger product development lifecycle, from business case inception to product end-of-life. I have also authored an entire UX wiki covering all the main UX tools and practices, to help educate the global organisation on UX practices and methods, and creating numerous case studies and examples to support this. I have created initiatives to disseminate UX knowledge within the organisation and ensure best practices involving process and tooling. I took on a Junior User Researcher who I managed and mentored while they produced work for the team. Show less
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User Researcher
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Jun 2020 - Jul 2020
User Research Lead | Product Design Continuing from my previous LearnJam contract, we received the go-ahead to design and conduct usability and appetite research with a number of learners and teachers, culminating in a research report for stakeholders including any required design changes and prioritised features for delivery. User Research Lead | Product Design Continuing from my previous LearnJam contract, we received the go-ahead to design and conduct usability and appetite research with a number of learners and teachers, culminating in a research report for stakeholders including any required design changes and prioritised features for delivery.
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Keytree
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Senior User Experience Designer
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Feb 2020 - Mar 2020
Product Design A short contract to help Jaguar Land Rover update a complex multi-stage claim form into something a little more user-friendly and with an improved visual design, within the constraints of their technical SAP solution. Product Design A short contract to help Jaguar Land Rover update a complex multi-stage claim form into something a little more user-friendly and with an improved visual design, within the constraints of their technical SAP solution.
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Senior Product Designer (UX/UI)
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Jan 2020 - Feb 2020
Product Design | User Research | Mentoring & People Management Working on an app for international students to learn English words related to their field of study. Creating high fidelity UI designs, designing and organising usability testing for existing wireframes, and providing support and mentoring to a Junior Designer. Product Design | User Research | Mentoring & People Management Working on an app for international students to learn English words related to their field of study. Creating high fidelity UI designs, designing and organising usability testing for existing wireframes, and providing support and mentoring to a Junior Designer.
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User Experience and Service Designer
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Oct 2017 - Apr 2019
UX Design | Service Design Helping a US-wide veterinary supplies provider improve their eCommerce service, in line with the evolving backend technology they had, and will have. This involved designing different views onto a single eCommerce platform, to be used by veterinary practices, representatives, and customer support agents. UX Design | Service Design Helping a US-wide veterinary supplies provider improve their eCommerce service, in line with the evolving backend technology they had, and will have. This involved designing different views onto a single eCommerce platform, to be used by veterinary practices, representatives, and customer support agents.
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Pottermore
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Lead User Experience Designer
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Feb 2017 - Mar 2017
UX Design | Design Strategy Up until this point, Pottermore had brought in UX - usually in the form of researchers - on an ad-hoc basis for specific launches. In my couple of months I helped to join up the flow through research, design and delivery - and designed some new features for the Pottermore web service. UX Design | Design Strategy Up until this point, Pottermore had brought in UX - usually in the form of researchers - on an ad-hoc basis for specific launches. In my couple of months I helped to join up the flow through research, design and delivery - and designed some new features for the Pottermore web service.
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Zone
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Technology, Information and Internet
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Senior UX Architect
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Jan 2017 - Feb 2017
UX Design | Content Strategy | Mentoring Following Head's acquisition by Zone, I continued to work with the team on a major licensing provider's CMS design and website redesign. UX Design | Content Strategy | Mentoring Following Head's acquisition by Zone, I continued to work with the team on a major licensing provider's CMS design and website redesign.
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Head London
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United Kingdom
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Technology, Information and Internet
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1 - 100 Employee
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Senior UX Architect
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Oct 2016 - Jan 2017
UX Design | Content Strategy | Mentoring & People Management Working with a Continuous Delivery Agile team to deliver a variety of new and improved web features for a global white goods manufacturer, and the redesign of a content management system and website for a UK licensing organisation. UX Design | Content Strategy | Mentoring & People Management Working with a Continuous Delivery Agile team to deliver a variety of new and improved web features for a global white goods manufacturer, and the redesign of a content management system and website for a UK licensing organisation.
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Fjord
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Netherlands
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Manufacturing
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Senior Interaction Designer
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Aug 2016 - Oct 2016
UX Design | Service Design Working with a global home improvement company to produce an MVP proof of concept and take this into prove phase. This work was to produce a mobile app, though the service will extend to desktop, tablets, and other devices. UX Design | Service Design Working with a global home improvement company to produce an MVP proof of concept and take this into prove phase. This work was to produce a mobile app, though the service will extend to desktop, tablets, and other devices.
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Senior UX Architect
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May 2016 - Jul 2016
UX Design | Mentoring & People Management Delivering an updated digital experience for a well known white goods brand, I worked with the Lead UX Architect to redesign the post-purchase experience for consumers. Head tried to avoid wireframes and prototypes, working instead in a truly Agile environment. I sketched designs and worked closely with UI Designers and Front-End Developers to efficiently design and deliver experiences that could be quickly iterated. UX Design | Mentoring & People Management Delivering an updated digital experience for a well known white goods brand, I worked with the Lead UX Architect to redesign the post-purchase experience for consumers. Head tried to avoid wireframes and prototypes, working instead in a truly Agile environment. I sketched designs and worked closely with UI Designers and Front-End Developers to efficiently design and deliver experiences that could be quickly iterated.
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User Experience Lead
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Mar 2016 - Jul 2016
UX Design | User Research | Usability Testing | Product Strategy | Copywriting | UI Design In this contract, I created an internal content management tool for Schlumberger employees. This was further developed —along with a suite of tools— in the later contract (from March 2017). This project involved user experience design, information architecture, user research and copywriting to help employees easily find detailed and complex information around product development and compliance. Show less
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Senior User Experience Designer and Researcher
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Jan 2014 - Mar 2016
UX Design | User Research | Usability Testing | Product Strategy | Innovation | Copywriting | Business Analysis While working with Keytree, I delivered Agile/Wagile(!) UX design and research projects for: - Transport for London - Keytree's 'Peopleunwired' - Luxottica - Publicis Groupe - Keytree's 'Matrix' - BP - British Gas - Land Registry - Jaguar Land Rover UX Design | User Research | Usability Testing | Product Strategy | Innovation | Copywriting | Business Analysis While working with Keytree, I delivered Agile/Wagile(!) UX design and research projects for: - Transport for London - Keytree's 'Peopleunwired' - Luxottica - Publicis Groupe - Keytree's 'Matrix' - BP - British Gas - Land Registry - Jaguar Land Rover
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Josh Lewis
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United States
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Web Designer
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Jun 2015 - Jul 2015
Web Design | WordPress Design & Build Another pro bono 'friends and family' piece of work - this time for my friend's singing business. I created his website using Wordpress - so luckily not as much coding this time! - concentrating mainly on the architecture, interaction design and copy, and visuals. Web Design | WordPress Design & Build Another pro bono 'friends and family' piece of work - this time for my friend's singing business. I created his website using Wordpress - so luckily not as much coding this time! - concentrating mainly on the architecture, interaction design and copy, and visuals.
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blinkbox
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Technology, Information and Internet
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1 - 100 Employee
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UX Designer
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Jan 2013 - Jan 2014
UX Design | User Research | Usability Testing | Product Strategy | Copywriting | Business Analysis A member of the new User Experience team brought on board to deliver blinkbox books, one of Tesco's new cross-channel digital entertainment offerings. UX Design | User Research | Usability Testing | Product Strategy | Copywriting | Business Analysis A member of the new User Experience team brought on board to deliver blinkbox books, one of Tesco's new cross-channel digital entertainment offerings.
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Web Designer
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May 2013 - Oct 2013
Web Design | WordPress Design & Build | Front-End Development A pro bono piece of work for a friend (the salon owner); I designed and built their customer-facing website. This was my first experience of both owning the visual design and, a bigger challenge, writing code. I developed the site over a few months while learning HTML5 before eventually migrating it to Wordpress for an enhanced CMS and online store capabilities. Web Design | WordPress Design & Build | Front-End Development A pro bono piece of work for a friend (the salon owner); I designed and built their customer-facing website. This was my first experience of both owning the visual design and, a bigger challenge, writing code. I developed the site over a few months while learning HTML5 before eventually migrating it to Wordpress for an enhanced CMS and online store capabilities.
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Design Consultant
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Jul 2012 - Dec 2012
UX Design | User Research | Copywriting | UI DesignWorking with the Group Retail Team in a predominantly visual communications and advisory role, to deliver a project rolling out an innovative new global store design using both printed and digital manuals. When I left the project, work was in progress to fit out the trial stores, before continuing to implement the new design in all other stores throughout 2013.
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Service Designer
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Nov 2011 - Jul 2012
UX Design | User Research | Usability Testing | Product Strategy | Innovation | Copywriting | Service Design | Business Analysis | Concept DesignWhen consumers can easily find the most affordable smartphones and tariffs, it becomes clear that differentiation through an excellent and seamless customer experience is paramount. The brief of this role was to map the experience of a new customer, and design the best setup and support journey to get them going with their new device. This was a conceptual service design role, discovering solutions that could be implemented in the next 3-5 years. Show less
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Bupa
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United Kingdom
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Hospitals and Health Care
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700 & Above Employee
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UX Designer / Business Analyst
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Mar 2011 - Nov 2011
UX Design | Copywriting | Business Analysis | SMEWorking within the Bupa Group department, I was seconded into the mobile design team due to my initial submission of the design concept for the Health Finder app while in my previous role. As a result I created wireframes and copy and organised testing for the three Bupa apps: Bupa Fitness, Bupa Health Finder and Bupa Smart Runner.After the app work concluded, I took on a more traditional business analyst and project support role before moving into freelancing. Show less
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Training and Development Consultant
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Nov 2008 - Mar 2011
Training Design, Delivery & Evaluation | Innovation | Mentoring & People Management | Business Process Development- Managing the training cycle for all levels of employees: needs analysis; design; delivery; and evaluating creative and innovative learning and development solutions.- Managing external training providers where appropriate and calculating return on investment.- Fostering a learning culture, encouraging a thirst for knowledge and learning.Focused on the improvement of the customer and employee experiences through training, learning and coaching, with substantial involvement in the design and review of front line processes and skills, and a strong presence in the management teams to ensure consistency and best process. Show less
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Line Expert Trainer
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Sep 2007 - Nov 2008
Training Design, Delivery & Evaluation | People ManagementAs the youngest person to have ever held this role, I designed and developed learner-centred learning solutions to meet department objectives, and managed delegates on their performance throughout the duration of their 5-week induction.While not inducting new starters, I reviewed BAU processes to find opportunities to increase sales figures and customer satisfaction, with notable improvements to both after the workshops I designed.Additionally: systems testing, eLearning design, process design, and training design, delivery and evaluation for a new call centre system. Show less
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Loyalty Advisor
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Sep 2006 - Sep 2007
A customer service and sales representative dealing with credit control and specialist customer groups.
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Education
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2010 - 2012
Questors Theatre
CPD Accreditation, Acting -
2009 - 2010
Kingston College
CIPD, Certificate in Training Practice -
2009 - 2009
West Berkshire Training Consortium
NVQ Level 2, Customer Service -
2004 - 2006
Langley Grammar Sixth Form
A Level, English Literature, Art, Theatre Studies -
2004 - 2005
Langley Grammar Sixth Form
AS Level, English Literature, Art, Theatre Studies, Mathematics, General Studies -
1999 - 2004
Langley Grammar School
GCSE, Mathematics, English Lit. & Lang., Double Science, French, Drama, Art, Textiles Tech, RE
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