Working as a UX Design consultant at British Gas, the UK’s biggest energy supplier serving around 12 million homes in the UK.
Responsible for all aspects of user experience including user needs research, behavioural & cognitive science based usability testing (in our custom built onsite usability lab), data analytics and ensuring that as a business we are providing the best possible digital products and experiences to our users by solving actual problems and addressing their needs in the most delightful way possible.
"Valuing evidence about user needs and behaviours, behavioural science coupled with data driven and evidence based design. Overseeing the Entire Process from Research to Design."
Project
Designed the smart meter booking journey.
My role
Senior User Experience Designer within the cross-functional team for the smart meter journey. Collaborating closely with two developers, a business analyst, a Scrum Master, and a Product Owner, I served as the end-to-end designer for this project, guiding it from discovery to final delivery to engineering.
What I did in this project
User journeys, Analytics, Interaction Design, wireframes, usability Research, visual Design, prototyping, stakeholder management and measuring business outcomes.
Design challenge
Our smart meter booking process shows poor conversion, and there's a significant drop-off in engineer smart meter appointment bookings. How can we refine the user experience to boost engagement and conversion?
Before: The current user interface is creating cognitive overload due to close proximity of questions, a confusing calendar component for engineer booking, and a lack of clear visual hierarchy.
After:
Reduced cognitive load (Progressive disclosure), users can easily see the journey progress, improved visual hierarchy, creating interactive cross platform designs in figma.
Recruitment screener (Sent to Focus for people to recruit users for usability research)
Facilitating user research in our labs at British Gas. Validating my designs and hypothesis to ensure a user centered design approach.
Card Sorting
Open and closed card sorting with real users to help define an information architecture.
