The work i am currently undertaking is commercially sensitive and i am unable to publish specific project information on my website – however i have provided some examples of the method that is followed and some examples of how they are implemented in digital delivery. 


During Discovery the team combine Operational Data, Website Analytics,  Employee Feedback and Qualitative insights from focus groups and interviews. 

From there we systematically map what the customer/user really experiences and how this impacts not only their experience front stage, but how this may impact our internal systems, service delivery and revenue.  

A number of Pain Points are identified and prioritised for consideration. 


Customer Journey Map example


As a multi disciplinary team we identify root cause to the pain points and solutions are ideated and rapidly built into lo-fi prototypes (wireframes), that can be tested as the UX Subject matter expert i am responsible for building prototypes that are feasible for web application. 

Lo-Fi Prototype/Wireframe Example


Usability testing can be done in various ways, with both Lo-Fi and Hi-Fi prototypes. I am tasked with building test cases to ensure we extract the optimum insight into the product i have designed. 

Where possible i prefer lab testing with Hi-Fi prototypes as this provides the best opportunity to dig deeper into the usability of the product that i am designing, however depending on deadlines and the scale of the insight that we are aiming for methods i adjust the method accordingly and often lo-fi prototypes are sufficient. 

Preference testing via surveys and online user testing are all valuable.

Hi-Fi Prototype Example

User test insight


Once the initial phase of usability testing is complete the output is synthesised enough to iterate the design, this new iteration then either will be tested further or be prepared for development.