Experience

Weaveability Ltd

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• User Experience Designer

  • Jan 2019 - Present

  Creating amazing experiences for a variety of products, from eCommerce websites to Business to Business vendor portals. My work involves: - Working with clients to identify business and customer needs at the start of a project. - Customer research. Either through interviews, Guerilla testing or usability testing. - Producing product wireframes in low fidelity (sketches with pen and paper) and high fidelity (interactive wireframes in Axure) to test the findings of my customer research. - Working with developers and project managers to make sure my work is completed on time as well as something which is going to be within the boundaries of the project.



O2 (Telefónica UK)

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Online User Experience Architect

  • May 2016 - Jan 2019

  Helping to deliver the best user experiences for our customers across both the O2 Website and the various apps, which we provide.This involves:- Create and develop amazing, end-to-end user experiences that meet project goals and objectives- Work with various teams to identify key customer journeys that drive sales numbers and optimise those to increase conversion- Develop personas and scenarios to inform the design process; - Design, assist, and analyse user research and usability testing initiatives –this includes Guerrilla testing, heuristic reviews and competitor analysis; - Assist in strategizing with the various teams regarding task analysis and task completion user flows; - Create dynamic wireframes in Axure that illustrate page layout, navigation, controls, and content presentation; - Be a champion of user experience issues and concerns and overall design principles and deliver that message to various teams and clients; - Liaise with and influence key stakeholders including senior management, digital agencies, product teams, legal, compliance and content management to gain buy-in to recommendations for change

• Web Content Editor

  • Oct 2013 - May 2016

  Helping to deliver content changes to o2.co.uk portal by working closely with various business owners throughout O2. Examples include:- Managing and delivering all content found within o2.co.uk and ensure the content is deployed on time and of the highest standard such as new iPhone releases. - Working with the SEO and merchandising teams to review all o2.co.uk related content and feedback where appropriate to facilitate data driven decisions for continuous website performance.- Working within an Agile environment as part of project teams to ensure that any content requirements as part of the project are completed on time and inline with the requirements of the business.

• Business Change Manager

  • Jan 2013 - Oct 2013

  Helping to deliver changes to the MyO2 application on fixed web/mobile web and App as well as changes to the Access and Registration application on the O2 Portal. This involves working closely with various teams throughout O2 from marketing to Technology to ensure that all changes are managed effectively.

• Virtual O2 Project Support Manager

  • Jan 2012 - Jan 2013

  Delivery of new web chat deployments throughout O2. This involves working closely with our Web Chat partners LivePerson on development and delivery of the necessary code needed to implement new chat contact points. Examples:: - Chat on your mobile, which was the 1st LivePerson deployment in the UK. This now deals with 30k chats a month.- Chat through our virtual agent. This was nominated for an eConsultancy innovation award in 2012

• Kana Response Manager

  • Mar 2009 - Jan 2012

• eService Manager

  • May 2006 - Mar 2009

• FIS Quality Coordinator

  • May 2005 - May 2006

• Online Quality Improvement Champion

  • Apr 2004 - May 2005

• Customer Service Advisor

  • Dec 2002 - Apr 2004