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Using data and transcripts of customer service phone calls, I designed new conversation flows for Yorkshire Building Society’s chatbot.
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I iterated this app to improve the efficiency of appointments and usability for the phlebotomists who were using it. They used the app to enter measurement data and answers to questions they asked the participants.
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I led a team of 6 content designers and 2 content editors, to transition the websites of 9 research councils to a single website for UK Research and Innovation (UKRI). I created standards, processes and documents to enable the team to prioritise and ensure consistency. We faced strict time constraints.
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I worked closely with an interaction designer, developer and product owner to design and build this digital service on GOV.UK in 4 days. We had a further 2 days to iron out bugs and mistakes in the design and build. I took a huge and confusing spreadsheet that the Cabinet Office had been sending out…
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The purpose of the project was to create new web pages giving immigration advice to EEA citizens and their families who wanted to stay in the UK after Brexit. We iterated the pages a few months after they went live. I worked with immigration lawyers and used user research interviews.
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Designing the online applications service for the EU Settlement Scheme posed challenges around content for users with English as an additional language. During extensive user testing and private beta, we learned that: applicants did not understand their current immigration status applicants did not know which documents they had the colours, names and designs of different…
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From November 2015 to April 2016, I worked in a multi-disciplinary team with an interaction designer, other content designers, user researcher, front end developers and data analysts on the Pension Wise website created by HM Treasury. We created content for a new set of users following reforms to the age at which people could cash…
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From November 2015 to April 2016, I worked in a team of 3 content designers to standardise the advice given at telephone and face-to-face appointments for Pension Wise. We worked closely with our relationship managers and the external partners – The Pensions Advisory Service and Citizens Advice – to write a guide and checklist for…
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