JL - Product and UX work

Barclays Bank

Multiple projects both on personal (B2C) and business (B2B) sides of the bank. Providing discovery work, user flows, mockups, wireframes and other assets to ensure a great customer experience in complex scenarios. Leading initiatives and quality in the wider design team such as setting up design processes and best practice.

Merchant experience

Working in the 'payments' space I've been supporting the onboarding and servicing of Barclays Merchants.
Tackling problems such as:

📈 How to increase adoption of the Small Business platform by using customer research to focus on meeting more user needs

😊 How to create a suite of features for Corporate businesses that support them in running their business

🧑🏻‍💻 How to look at wider business process to ensure process and practice are insight-infused and customer led by default

Investment bank

A short project for internal employees, helping them manage their work at varying degrees of responsibility and ownership.
Topics tackled:

📈 Increase productivity for the users (employees) by improving the usability and consistency of systems used and language read

😊 Increase employee satisfaction by helping them complete their work and provide realtime feedback on progress

🧑🏻‍💻 Educating teams new to design on design workflow, processes, approach, and ROI

Personal loans

Working in the personal customer space, helped deliver a concept for the ability to manage your loans in the Barclays App
Concepts created:

📈 Reduce incoming support calls with core loan management features

😊 Allow users to independently manage their loans and be more informed about them

🧑🏻‍💻 Worked across the business with different design teams to create the appropriate concept

Booking.com

Worked in the accessibility team initially before rotating to an Employee Experience team.
With the help of a fantastic product owner and development lead, we turned this humble team into 8 different teams focussed on the employee experience across Booking.com. I was Team Lead for the performance management team within these 8 teams, as well as designer for our product.

Employee Experience

My core team was 'Performance Management' within Employee Experience. We researched, designed, and build a new way to do continuous performance management throughout the year.
How we did this:

📈 Set team OKRs focussed on learning and delivering at pace

😊 Researched across multiple countries, roles, and seniorities to provide a balanced view

🧑🏻‍💻 Designed the digital product within the team and measured live usage with a pilot group

Accessibility team

This team was my starter team when I joined the company. I worked on fixing and testing accessibility issues as well as helping to educate other design pockets on accessibility through education and initiatives. Some examples:

📈 A/B testing, design and coding to improve the accessibility of the live website

😊 Organised an ‘Empathy Day’ to help spread the word about accessibility

🧑🏻‍💻 Spoke at the whole-company annual meeting which helped inspire designers and non-designers to think about accessibility

Other UX work

I've had other experience over the last 7+ years, running a freelance business, working contracts and working in-house. Here are a few examples:

Manning Publications

📈Heuristics reviews and optimisations for current user interfaces and websites

😊Created UX and visuals for a new product called liveVideo (a video course platform for learning development)

🧑🏻‍💻User Experience design for a weather app that one of the authors uses to teach a course

iPCortex

📈Re-designed an existing communications app to optimise for mobile and desktops

😊UX and visuals for a new product for two-way live chat between customers and operations agents

🧑🏻‍💻Introduced the team to UX design processes as the first UX designer in the company

Cranfield University

📈Usability testing and heuristic review for a new website

😊Co-designed a collection of new websites for course marketing

Northampton University

Large scale digital re-design to take one large website with mixed content for mixed audiences into 3 platforms, created uniquely for each audience. This re-framed the main marketing website, created a internal student portal, and an intranet for staff that focussed on delivering digital content and features to meet their needs.

Richmond University

Large scale optimisations of digital assets such as a new website architecture, visual updates, and wireframe layouts for common CMS pages. I also delivered documentation and training to enable the in-house team to be self-sufficient once the project was over.

And many others...

Working with me

As well as getting stuck in to the work, I always consider the longer term ideas and the point of view of technology and business in my product designs. I'm obsessively positive and use my problem solving skills to think around politics, technical limitations and improve team working.

I’m one for finding solutions and getting on with things. My favourite part of UX is solving the problems that come up. Whether its trying to find data, finding the right piece of UI or merging business, technology and users, I’ll always find a way forward.

Whether its within design or team processes, I'm a facilitator of decisions and action. I can flex from leader to listener when needed and I'm always looking to assist where I can. I'm known for helping out, moving things forward and making things simpler.

"Working with Jessica was an absolute pleasure. She is a great communicator, and has the unique ability to inspire others to work towards a common goal. [...]
She is both a visionary and one who comes up with pragmatic solutions to improve the user experience."

A. Blok - previously Booking.com

"Jessica's hard work and dedication to delivering excellence even under difficult circumstances makes her an outstanding member of any team. [...]
She is one of the most fastidious and courteous professionals I ever had the fortune to work with."

A. Segebrecht - previously Northampton University