Analytics Associate

• Aug 2022 - Present

CRO Analyst

• Jul 2021 - Jul 2022

As a Conversion Rate Optimisation (CRO) Analyst I've focused on 'making websites win' through user research, usability testing, navigation reviews, quantitative analytics reviews, and experimentation. The implementation of thoroughly tested design iterations has resulted in increased conversion rates and e-commerce sites that better serve their user's needs! As a Conversion Rate Optimisation (CRO) Analyst I've focused on 'making websites win' through user research, usability testing, navigation reviews, quantitative analytics reviews, and experimentation. The implementation of thoroughly tested design iterations has resulted in increased conversion rates and e-commerce sites that better serve their user's needs!

Interaction Designer

• Nov 2018 - Oct 2020

At Capita Consulting I iteratively designed a chat bot and webchat interface for a public sector client, using user research and customer insights to inform the user needs and requirements for the design iterations. Additionally, I worked closely with public sector designers to enhance the GDS design patterns for webchat features. I’ve been performing user interviews and usability testing to understand and create realistic user needs. Facilitating workshops has helped to firm up and communicate these user needs. From the user needs I then sketch, wireframe and prototype using Axure, Sketch, and HTML. Every sprint I’ll work ahead of the development team to user test and iterate parts of the solution to ensure it continues to meet the user needs. I have also worked closely with the sales team, using my consultancy skills to entice clients by explaining the benefits of Capita’s double diamond, user centred design approach. This helped to build strong business relationships with clients from the charity, education, and utilities sectors. Responsibilities: Performing user research to understand and create realistic user needs Facilitating workshops to communicate user needs Sketching, wireframing and prototyping solutions User testing and iterating solutions to ensure they continue to meet the user needs Conducting expert usability and accessibility reviews Show less

User Experience Designer

• Sep 2017 - Nov 2018

I focused on the user needs of a high profile service by iteratively developing and testing a web prototype. Involving the entire agile team in this process has encouraged a wider understanding of the users and has created a better balance between user and business needs. This was evident when we passed our Alpha assessment. Focusing on the wider service design, I prototyped and tested an internal web application for the agents who support the service. This app improved efficiency and reduced call rates by linking related records in one place. I worked closely with the user researcher and the agents themselves to get into their shoes and design something that they'll find quick and intuitive to use. This was observed to reduce cognitive load and significantly improved their experience at work Show less

Placement UX Designer

• Sep 2015 - Sep 2016

At HMRC I was designing an online tax system as part of a team effort. I worked closely with the business side of HMRC to keep them informed on our progress and to discover any further requirements that the project needs. I specifically focused on using wireframes to build, and subsequently test, online prototypes of each different approach that we have discovered. During initial discovery and pre-discovery stages I worked with the stakeholders, project manager, business analyst and user researcher to flesh out the user requirements of the project. To justify and plan these requirements I created initial story boards and user flows in sticky notes. This is a quick and simple way of collaboratively planning and designing how the project is going to work. I collaborated closely with the developers and stakeholders to ensure that the designs were technically and financially feasible. As projects moved into their alpha stage my role as a designer became a lot more focused on creating prototypes of the service. On one particularly complex service I started prototyping in discovery stage to provide reassurance that the project was feasible. The prototypes were developed in HTML and CSS. jQuery and a templating language called Nunjucks were used to model functionality such as page routing and basic calculations. I worked collaboratively with the other UX designers and the content designers, using Github for version control. As components of the service were prototyped they would also be usability tested. This puts the focus on user needs and on delivering the most user-friendly design possible. I would attend user testing sessions with the user researcher to ensure that all aspects are being tested and to ask any additional questions to the user that would help me to design the next iteration of that component. I actively encouraged other team members, such as the developers, project managers and stakeholders, to attend. Show less