Solar panels, EV chargers and heat pumps: a single set-up journeyWeb

New build homes now come with green tech built in, but buyers had no digital way to get set up, and most didn't stay with E.ON Next. I designed a QR-led setup hub that tailors itself to what's installed in each home, from registering the property to setting up an EV charger and getting paid for spare solar energy.

How much of your family holiday would you hand over to AI?Web

I led research and discovery for an AI family holiday planner and designed V1 of the web app. I tested a landing page with six families to find out how much planning they'd hand over and what data they'd share to get there. They were comfortable sharing as long as the AI felt backed by real holiday experts, and that evidence gave the team confidence to push further into an AI agent-led proposition.

Automating multi-million insurance deals in a business built on lunchesWeb

Neuron set out to automate commercial insurance, so a broker placing cover for a multinational could get quotes in minutes instead of months. I secured the research budget, built a research practice from scratch and interviewed two dozen US brokers to test whether the UK product could work in the US market. Brokers wouldn't adopt a tool that made their relationships with insurers invisible, so the research reshaped the product's direction in the US towards the backend: an integration with brokers' existing software instead of a separate Neuron interface.

Fast-track your financial goalsMobile app

I helped design Your Money Coach, a feature that aimed to encourage and empower the financial wellbeing of the bank's 10 million mobile app users amid a cost of living crisis. Research showed people felt overwhelmed, so we turned dense financial guidance into bite-sized exercises with a to-do list and progress bar, and it launched in August 2024.

Booking a desk shouldn't be the hardest part of going to the officeMobile app

Kitt's app was how clients booked desks and opened office doors, but its navigation was fragmented, and failed door opens were the top complaint on live chat. I redesigned the app and applied the new brand at the same time, rebuilding desk booking and laying the groundwork for Kitt's design system, Folio.

What makes a live chat feel human?Web

Kitt promised clients a human reply on live chat within two minutes, so I ran a series of workshops with the customer service team to understand how they managed incoming messages and met that target. Together we roasted real replies to show where they let clients down, then practised writing in Kitt's tone of voice. To make that standard sustainable, I designed a system of keyboard shortcuts for quick access to standard replies the team could then tailor to each client. That kept every reply on brand and took pressure off the team.

Redesigning how global fleets manage their payment cardsWeb

I led the design of payment method management on BP's global fleet management platform, where the new frontend had to match a dense legacy backend. I ran a series of workshops with fleet subject matter experts to untangle that system, then designed a frontend that did the heavy lifting, so fleet managers had a simple experience however complex the rules underneath were.