My work

Designing a Cohesive User Experience Across ParentPay Group's Core Product Suite (2021-2024)

Context

ParentPay Group (PPG) is the leading provider of school payment and management systems in the UK. However, their rapid growth posed challenges. The company's product suite lacked a unified user experience (UX), leading to confusion among users and diluting the overall brand.

My role

Users and stakeholders stressed the need to improve the user experience, enhance customer satisfaction, and strengthen brand identity. As the Group Head of Design, I lead an initiative to unify the UX and visual design across PPG’s core product suite. This involved:

• Collaborating with cross-functional teams to ensure a seamless implementation.
• Managing the change process and ensuring buy-in from all stakeholders.
• Establishing a design system that could scale across all products.
• Ensuring flexibility to accommodate the unique functionalities of each product.

To see the full case study, please get in touch.

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Improving Design Standards at ParentPay Group

Context

In my role as the Group Head of Product Design and Research at ParentPay Group, one of my main goals was to improve design standards across our range of products. The objective was to identify and implement good design principles and establish the PPG design standard to ensure a consistent experience across all our products with improved usability and accessibility.

My role

I led a comprehensive initiative to establish and enhance design standards at ParentPay Group. This effort drove significant improvements in usability, accessibility and consistency. Resulting in a cohesive and impactful user experience throughout our entire product line.

• Establish and define a unified design standard.
• Integrate usability heuristics and inclusive experience principles.
• Ensure all products reflect our brand personality.
• Develop mature critique practices to continuously refine our work.
• Measure the success of these improvements through quantifiable metrics.

To view the full case study, please get in touch.

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Creating the 'Your Say Community' at ParentPay: Enhancing Product Design through User-Centric Research.

Context

At ParentPay, we were facing a growing challenge in bridging the gap between our users' expectations and the innovative solutions we were striving to deliver.

As a leader in the online payment industry for schools, it was imperative that our products not only met but exceeded user needs. However, our traditional methods of gathering user feedback were slow, costly, and often led to missed opportunities for improvement. We needed a more efficient way to connect with our users, gather actionable insights, and integrate those insights into our product design process.

My role

I led the creation and strategic implementation of the 'Your Say Community,' directly connecting product teams with users to streamline feedback collection and enhance our product offerings.

• Coordinating cross-functional collaboration to integrate user feedback into the design and development process effectively.
• Streamlining research methodologies to enhance the quality and speed of user insights gathered.
• Monitoring and analysing the impact of the initiative on product development cycles and user satisfaction.

To view the full case study, please get in touch.

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Design System at EDF.

Context

In collaboration with a talented team of Product Designers, Content Writers, and CRO Specialists, we successfully established EDF's design system to drive efficient and unify the users digital experiences. This effort not only enhanced usability and consistency but also empowered product teams to develop with greater speed and clarity.

My role

Responding to the need for a more cohesive and consistent user experience across EDF's digital platforms, I led the strategic creation of EDF's first design system as the Head of Design. This initiative was designed to unify our brand presence, improve usability, and streamline the user experience for over 5 million customers.

• Driving the strategic development and implementation of the design system
• Coordinating with cross-functional teams
• Aligning and managing stakeholder expectations
• Establishing rigorous design standards and quality controls
• Measuring the impact of the design system

To view the full case study, please get in touch.

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White-label transformation at RSA.

As lead product designer, I embarked on a transformative journey, collaborating closely with product and tech to craft an innovative home insurance experience. Our goal was simple, empower users with an understanding of their insurance policies and instill a newfound sense of confidence in their choices.

Our collective efforts revealed how our approach not only achieved these objectives but also delivered a substantial 7% reduction in rejected claims throughout the home insurance process. Get in touch to find out more.