LEADING A NEW VISION FOR SANTANDER'S ONLINE BANK

Santander has ambitious plans for its digital services. They asked Adaptive Lab to help define the vision for their online banking platform - giving thought to key features, experience principles, how it fits within their existing design language and how to migrate customers with the least amount of disruption.

(Re) Designing Democracy: A design thinking project

This project was the basis of my dissertation for an MSc in innovation, creativity and leadership at City University. During the course I became interested in how creativity can support active citizenship, and started to explore ways in which that might have a positive impact on our communities and society as a whole.

Defining the experience blueprint for a major U.S. retirement services provider

Although one of the top three companies in its field, this organisation is far behind its competitors in its provision of digital tools. Strong relationship management has protected them so far but in the light of regulatory and market changes they needed to define their desired experience, and create a plan for how to get there.

SPECULATIVE DESIGN: Helping Aviva define the customer experience of the future

Razorfish asked me to run a workshop that would help their clients at Aviva immerse themselves in the future of their customers. I designed a day-long session that introduced a possible future world - including the food and technology of the 2020s - and invited the Aviva team to think of products and services enhancements that would meet the needs of their customers in the future.

Redefining the onboarding experience for Lloyd's Commercial clients and colleagues

Over six months I worked with a multi-disciplinary to enhance the onboarding process and help define the digital service blueprint for both clients and colleagues. The project was part of a larger initiative to define Lloyds Digital Vision.

Evolving Lewisham Council’s ‘Love Lewisham’ initiative.

I spent a few weeks last year at Live|Work shadowing them to see how they approach service design, and working on a proposal for Lewisham Council.

The proposal (which I can’t show you here) was about the future of Love Lewisham, an app and website that encourages residents to report environmental issues such as fly tipping, graffiti and vandalism. Love Lewisham has already been hugely successful, but it has potential to do much more.

Flipping O2 Priority Moments to deliver real business advantage to independent businesses

Following the successful launch of O2 Priority Moments, R/GA was asked to think about how the service might work for O2’s business customers.

Working closely with a team from O2 and their partners we defined and designed a mobile marketing platform that brought the power of Priority Moments to small businesses across the country.