Jack Nicholson

Payment teams struggled to find a bank that could verify an account. I led design for Liink Confirm, working with product and engineering to rethink how teams find banks and route inquiries. The self-service bank profiles I designed reached 100% adoption.

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Finding a bill could take several attempts. I led the redesign of BT Business’s signed-in experience and brought four squads together to cut the navigation from 16 links to 8, giving customers one starting point across more than 30 services.

Balance needed to explain its services to sport and fashion brands while giving the work room to speak for itself. I designed the site to pair each service with relevant projects, so prospective clients could see what Balance could do for them.

Finding offers and using rewards was harder than it needed to be. I led the redesign of Pollinate Rewards, making nearby offers, online deals and the loyalty wallet easier to find. The app reached around 90% adoption and engagement less than two years after launch.

Hybrid work made it harder for brokers and underwriters to find each other and arrange meetings. As sole product designer, I designed an app where they could find a colleague, check their availability and book time together.

When a journey changes, people need to know what they can do next. I helped put the Journey Planner at the centre of TfL’s redesigned website, making options like walking and cycling easier to compare.