Jack Nicholson

BT Business customers had to move between disconnected tools to manage their services, and even finding a bill could take several attempts. I led the redesign of the signed-in experience to bring those services together and make key tasks easier to find. The result was a shared starting point for managing more than 30 products, with consistent navigation across the experience.

Balance needed its website to show sport and fashion brands what the agency could do for them, while giving its work enough room to speak for itself. I designed the site around the questions prospective clients bring to a first visit. The result connects each service to examples of the agency’s work and gives visitors a clear way to get in touch.

Pollinate Rewards made it harder than it needed to be to discover offers and use rewards. I led the redesign to simplify those journeys, starting with a usability audit and a rethink of the app’s navigation. The redesigned app brought nearby offers, online deals and the loyalty wallet into a more consistent experience.

Hybrid work made it harder for brokers and underwriters to find one another and arrange time together. As the sole product designer, I set out to make those everyday interactions easier from a phone. The app brought contact search, availability, location check-ins and calendars together, so users could find someone and book a meeting in one place.

When a journey changes, people need to know what they can do next. I worked with TfL’s in-house team to make those decisions easier and give teams a consistent way to build the tools behind them. The redesigned Journey Planner made alternatives such as walking and cycling easier to find, while the living design system gave teams accessible patterns they could reuse across TfL’s digital services.