Let's get you connected with your customers and clients again and make them stay for life. Let's make your your organisation irresistible and irreplaceable. Let's look at how you engage with everyone you're trying to attract: At the opportunities you might have missed, the places you are leaking customers, revenue or your unique place in the market.
Strategy | SERVICE MAPPING |
Research | Design | Branding
DITCH "THE SLOP". LET'S BUILD COOL STUFF PEOPLE LIKE
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THE BIG PICTURE MATTERS
I'm a bit obsessed with people.
I help businesses attract and keep their customers or clients by looking at the full picture of where the human element comes into the picture.
From the first time they see your logo, to that first purchase or engagement, to how they are encouraged to come back. It’s discovering what you may be missing - from brand, to messaging, to product features, to CRM, to commercialisation to internal operations.
I work with you to find the new opportunities and all the stuff that REALLY needs to get fixed to get ahead.
PROOF IN THE PUDDING
Making cool stuff that people like is great but it all still needs to perform...
Gumtree:
Using customer mindsets to turn around a struggle product.
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Bump in user engagement
%
Increase in revenue
Research around User Mindsets helped galvanise the Product, UX, Tech and Commercial priorities focused on turning the fortunes around for the Pets vertical. By knowing what information users valued most, whether they were a seller or buyer, informed which features and fixes we needed to boost engagement and revenue within their struggling Pets vertical.
Racing Post:
Lifting revenue and article reads by listening to a new audience.
%
More news articles read
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Increase in betting revenue
Qualitative research into how fans of the Racing Post engaged with the news and betting content vs their betting habits online led to overhauled improvements to the betting flow, making odds comparison and bookmaker login easier and more fluid It also informed design and taxonomy changes to how news and data was displayed - making it easier to understand and easier to apply to betting within the app.
About me:
Strategic consultant and customer focused lead designer / researcher with commercial chops.
I’m creative problem solver plus a crafter of successful products and experiences. After more years than I’d like to admit doing design, research and digital product strategy for companies of all sizes, stages and industries, I’m now focusing on offering expertise that connects the dots of a company’s offering, breaking down silos of knowledge and digging up amazing opportunities to stand out, get new customers, keep the current ones longer, all while meeting commercial targets.
I believe human connection is everything. I also believe good, human focused design where form and function are evenly balanced, where brand, messaging and service are consistent and excellent are keys creating that connection with your customers. Good for the now. Good for years from now.
Service design and operations alignment
Go through ALL of your business’ customer touch points to help highlight areas of opportunity and improvement, help define who in the company owns what, and provide direction on how to bridge the digital with the physical parts of your business.
Customer / user insights assessements
Go through the data and insights you’ve been using or commision new research to see where there may be new or missded opportunities buried in the nuance.
Product and experience design
Both leading and providing hands-on design for digital products or larger experience projects, collaborating with all teams involved to put out the best, most engaging product and experience they can within the restraints given.
Company positioning alignment
Getting every part of your business on the same page by ensuring your branding, messaging, products and services all feel like they're coming from the same company. (P.S. I'm an ace at big rebrand implementations!)
Companies and clients I've worked with
“I wanted to express my sincere thanks for the fantastic work you did on the design and user research for this project. Even within a tight timeline, you brought clarity, creativity, and a user eccentric approach that really elevated the outcomes. Your thoughtful insights, attention to detail, and openness to collaboration made a huge difference. The quality of your work not only helped us move quickly, but also ensured we made the right decisions for our users. I truly appreciate your dedication and partnership. Looking forward to the opportunity to collaborate again in the future!"
Isha Misra Samant
Product Director at Mastercard Global
Location
London, UK
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