Senior Interaction, Product and Service Designer | 10+ Years Experience | UCD | Experience (CX/UX)

Opening Summary

With a professional background in experience that spans 10+ years, I have been helping clients to make their services work for all of their customers while providing the best possible client experience (CX) and user experience (UX). I have been at the forefront of digital service design, agile methodologies, and user centred design (UCD) - delivering solutions that resonate with my clients.

In the UK public sector, I help digital services to meet the Service Standard during internal or Central Digital & Data Office (CDDO) assessments. I also assess digital services, to help government departments ensure quality assurance for their services while meeting the Government Digital Service (GDS) principles and CDDO and standards. I continue to help clients meet the Service Standard, GDS design principles while ensuring all of our services are designed to be usable, accessible and what our clients want.

Core Skills & Expertise

• Experience (CX/UX) and UCD: leading user research sessions (e.g. usability testing), mapping user journeys, creating service blueprints, leading workshops and ideation sessions, designing user interfaces (UI) that adhere to all of the key design principles (e.g. accessible), presenting design decisions to clients using evidence and data
• Tools: Adobe Creative Suite, Atlassian (Confluence, Jira), Axure, Balsamiq Wireframes, CSS, coded prototyping kits (e.g. GOV.UK Prototype Kit), Express, Figma, GitHub, HTML, JavaScript, Microsoft (Dynamics CRM, SharePoint), Node.js
• Other: UX certified (NN/g), agile methodologies (Feature-Driven Development, Kanban, Scrum), mentoring and coaching junior team members

Work Experience & Achievements

• Digitally transformed the Government Gateway - cross UK government - authentication platform, improving user satisfaction scores and success rates across the service.
• Designed and digitally transformed 10+ UK government services to improve the CX for all users, provide new channels and reduce costs for UK government departments.
• Created the first Design System for the Education and Skills Funding Agency (ESFA) which significantly reduced design, development and testing costs across multiple ESFA projects.

I'm currently looking for a senior UCD role where I can contribute to impactful projects and help drive technical innovation.