"Will's approach to colleagues was fantastic, he put them at ease, built a strong rapport and he quickly understood the business. It was an absolute pleasure to work with him."

BARCLAYS EXECUTIVES

CHALLENGE: Advise Barclays Premier on how to support customer growth whilst also becoming more efficient in their frontline contact strategy.

ROLE: The principal design practitioner on the team. I researched current contact centres around the country, co-created future visions and synthesised these into readouts and storyboards.

OUTCOME: Roadmaps, high level user stories and business tested prototypes that were all aligned through business, technology and colleague value lenses to deliver increasing value. Our work kick-started a new expertise and methodology at Barclays which led to further areas of the business engaging in the transformational journey that they are now on.

"Will quickly got to grip with the nuances of our business and brought to life what existed in our heads. He's helped us take huge steps forward in transforming our business."

DIGITAL PROPOSITION DIRECTOR, SJP

CHALLENGE: Transform the employee experience for what’s become the UK’s largest wealth management firm, making it world class and fit for today's scale of their franchised advisory model.

ROLE: Created, owned and played-back the rapid research, workshops & designs to envision a digitally transformed business with the biggest prototype I've ever made.

OUTCOME: A holistic end-to-end business vision that helped pivot SJP and their most successful Partner into an innovative strategic transformation that will take their international footprint to the next level.

"We’ve been shown the reality from another angle, we've listened to a lot of executives and frontline, so now we have legitimate buy-in from top to bottom and better know where to begin."

BUSINESS EXECUTIVE SPONSOR, ABSA

CHALLENGE: Help stakeholders and executive sponsors align on a prioritised, validated roadmap for an imminent Salesforce rollout.

ROLE: As the design practioner of the team, I turned our research insights into tangible prototypes with an interactive timeline of the roadmap.

OUTCOME: Successfully helped Absa adjust and prioritise their roadmap to realise their business goals by resolving their biggest problems first and understanding the increasing value that would be delivered.

WHAT: A widget library for Axure of some core Salesforce Lightning components in a hand-drawn sketchy style.

WHY: During the Barclays Premier project I needed to convey "this kind of experience in the future" without people fixating on the specific interface. I didn't have anything, so after the project I took the time to make my own.

EFFECT: Used for a subsequent Barclays project and it greatly increased the speed and quality of my output. Have also printed the components for a 'build your paper interface' exercise during workshops.

WHAT: A customer-facing hub, made in Axure as part of the main prototype file, to host and share all of the project assets and outputs.

WHY: During my first projects it became clear that sharing assets with clients was always a hassle. People lose emails, don't bother with the Chatter group, and just want one (password protected) place to bookmark. I built on previous colleagues' work to make a fully fledged microsite.

EFFECT: Clients love the style and usefulness of a single dedicated hub. Currently looking at standardising into some kind of repeatable template for all of Experience Design to use.

WHAT: A visualisation for each stage of an aligned implementation roadmap, highlight the value to business and users at each step.

WHY: During the Absa project it was clear the client needed to 'see' the roadmap and what it meant. I first tested the concept with Sketchforce, which they loved, then made the final version.

EFFECT: Everybody really loved the asset, knowing it would prove invalubale for change management. I've since made a 'de-badged' template to re-use in the future, and have already used it for pre-sales with other customers.

WHAT: A desire to research how an Envision (our design engagement) is run, the admin requirements, and design a prototype for an Envision object + record pages on our internal Salesforce org.

WHY: In working with the people who oversee our engagements it seems there's a lot of 'faff' to manage: sharing status updates, progress, timecards, expense budgets and also doing the work as planned. Shouldn't we 'eat our own dog food' and use Saleforce to improve this process?

HOPED FOR EFFECT: A well researched and received prototype that helps me learn more about running Envisions, the architecture of our internal org, and the momentum to actually make it real.