The first 6 months on the project were spent leading a small group of visual designers that worked closely with a UX team to concept and design a customer and employee experience framework. We produced wireframes and visual designs for 7 key user journeys which were used to generate a prototype for customer and advisor user-testing.

The final experience framework deliverable was a document that detailed everything from design principles through to module interactions and full style guides that would allow the client’s in-house team to design and build the next phase of their website.

The next stage of the project we put the principles that we defined into practice by beginning an overhaul of the client’s website, starting with the customer and advisor views of the billing section. Throughout this time I was responsible for selling in creative concepts and design work to senior client stakeholders, managing the work of design and UX consultants, and was heavily involved with organising client and user workshops.

Billing and account information can sometimes be quite complex and longwinded, and people can get overwhelmed by content - so we wanted to make a site that all users could simply breeze through. We streamlined content to make it quick to scan, and showed the minimum amount of information that we believed the user would need to complete their task.

Contextual hints, notifications and alerts helped the user to avoid unexpected costs and get the best out of their service - without feeling like they're being given a hard sell.

We also streamlined user processes, such as setting up Direct Debits, using concertinas to break the tasks into bitesized chunks making them feel quick and easy to complete.

We had some great feedback from the public and feel very proud that we were flexible and diligent enough to create a cohesive experience that sits in front of a legacy billing system with many complex business rules, stakeholders and technical restrictions.