Who Am I?
I'm the UX & Creative Director for Virgin Media O2. I run end-to-end digital creative for high performing UX & Digital Design for web and apps.
UX & Design
I've built a 70 strong department of UX/UI designers, researchers, copywriters and optimisation specialists working lean UX, embedded in Agile delivery squads aligned to product based OKRs. The team works across both main brands, Virgin Media and O2, defining & evangelising the customer experience from sales and onboarding, through to account management, cross-sell and care.
OBJECTIVE: Productivity, cost efficiency, single customer experience
To simplify design across our two main brands, Virgin Media, and O2, I created a new, single design system in Figma, structured around design tokens to allow simple switching between brand styles. This initiative lead to a 60% increase in productivity.
This was further enhanced by directly linking Figma to the front-end CSS styles, allowing Figma token values to control the live CSS values.
I worked on the X-Factor sponsorship for 8 series.
OBJECTIVE: Customer engagement
Over 1.6 million videos generated, and trending in the App stores every week for over 16 weeks. Winning the DRUM award for 'Best Brand Awareness on Mobile'.
A customer focused early-life experience.
OBJECTIVE: Call Reduction & CSAT
The unhappiest part of joining TalkTalk was the first 30 days, when a customer gets set up and connected. Welcome Centre provided an early-life view for the customer, focusing on managing the complexity of set up, in an effortless and simple way. Succeeded in a 20% call reduction, and a 70% increase in usage of our digital services. Winning a DADI award for the innovative use of UX.
OBJECTIVE: Sales & Digital Adoption
TalkTalk launched 1GIG UFO in the city of York, as a trial to see how viable building a gigabit network was. A hyper-local sales and marketing approach was developed, and an all new digital-first sales-to-service journey.
OBJECTIVE: Call Reduction & CSAT
Insight showed that not only are self-serving customers significantly lower cost to manage, but they are actually much happier too. As part of the digital transformation of the business, our self-serve journeys were re-imagined for our customers. Billing is a frequent cause of unhappy customer interaction.
OBJECTIVE: Call Reduction
Help and contact us. A common pressure in service industries is the overbearing cost of customer support.
Using automated, context sensitive 'smart' help including search & chatbots enabled support to flow from fully automated help to fully managed by an agent with video chat, as the complexity of support escalated.
A new, stripped back, simple visual identity was needed to help support the company reset in 2017. The new VI was simpler, more mature, more trustworthy, and designed digital first. Download Guidelines
For efficient, consistent and accessible digital design, a user-tested and documented pattern library was developed. This covers all interface elements, a responsive grid, and UX best practice. Download Guidelines
The Brand needed to stand out in the year that it launched its TV service. I developed an eye popping and fun VI based on a colourful 3D world to suit our 'enthusiastic, and charmingly irreverent' tone of voice. Download Guidelines
Fairer Broadband For Everyone Out Of Home campaign 2018/19
Landing Page Software