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I am workshop facilitator and use Lego to obtain the best out of the workshop.
Principal Service Design Consultant - Freelance Using Service Design methodologies and Consultancy techniques to elicit scope and requirements for new Retail Bank in South Africa. Designed and conducted research activities: Diary Study, Online Survey, 1-1 interviews, stakeholder and co-creation workshops. Created Personas & defined overall Value Proposition for client to move into retail banking space with a digital first strategy. I was located in Johannesburg for 5 weeks leading a team of service designers.
Using Service Design methodology and Consultancy techniques to elicit scope and requirements for new pension Product following Pension Freedom 2014. Completed analysis phase and set strategy for Design and Build Phase of programme out of Scottish offices. Created Customer Experience Map, Domain Model, facilitated co-creative workshops, mapped Customer Experience Principles using personas, defined and held UX Research interviews.
Hired to set UX Strategy for ADP’s HR Software migration to Web based technologies. Using UX Management and consultancy methods I created a new team strategy for UK and EMEA UX hub and spoke management of over 15 disparate UX teams. Initiated UX methodology and budgets within ADP Global. Defined UX production process ensuring UCD adoption including liaison with technical teams using Aglie and Business Analysis’s and Product Owners to enable new product development for HR Software.
Reported to C Level and Programme Director. Set up new project and recruited team to innovate new product. Employed UCD at heart of business transformation product. Managed the delivery of interface that delivered on KPIs and ROI on investment within 12 months. Internal product developed for use of selling BSKYB products and services across 2 out of 3 sales channels for customer interaction in Call Centre and Retail POS. Reduction in clicks and data entry steps to make sale by 65%, User satisfaction of 95%, business case realised over 100% in 6 months by increasing value of sales and reducing Average Handling Time by over 10%. Held workshops and liaised with key product owners in developing and maintaining User Experience Strategy for all aspects of product. Employed, managed and mentored UX department including User Experience Researchers and teams of IA’s, Interface designers, Graphic Designers, Copywriters ensuring product acceptance and quality for all user communities – managing P&L of >£2m pa.
Lego Serious Play
Corporate Marketing Strategy
Social Anthropology, Linguistiocs and Philosophy
Awarded for thinking, designing, creating, activating the first MOD/CESG secure internet link over the public WWW linking RAF Kinloss to BAE Rochester for the now retired NIMROD airplane Flight Controller project.