Creating experiences grounded in customer insights, championing the needs of our customers and aligning those with the business strategy and objectives. Collaborating with and guiding stakeholders at all levels and coaching others to bring CX design principles and process to life.
NOW TV is a subscription-based video-on-demand platform offering TV and broadband.
Projects:
🔍 Customer onboarding emails
🔍 NOW TV app redesign [coming soon]
I used:
Sketch and Photoshop to design
Teams & Skype to communicate with the team
Trello to prioritise workload and document feedback
Day-to-day:
Implement UX and UI best practice to create clear interfaces that simplify email journeys, campaigns and digital assets with the aim of improving the E2E experience.
Establish and maintain a collaborative process and environment to work with stakeholders including Marketing, Brand, Data Journeys and eCommerce teams
Analyse insight and KPIs to define customer needs, pain points, and opportunities to delight in the end-to-end experience
Proactively identify, size and scope CX improvement opportunities
Challenge assumptions and co-create with stakeholders of all levels of seniority
Champion human-centred design culture and digital transformation
Test and iterate designs
Recognition gained:
NOWbel nomination
