Portfolio

Lead Designer for a new digital end-to-end user journey for the bank's 1 million business banking customers to offer lending, featuring multi-signatory contract signing and tracking, and self-serve product servicing

• Reduced Annual Business Operating Costs (£millions)
  Lowered operating costs by £ millions annually through UX-led reduction in call-centre demand.
• 94% Faster Customer Fulfillment
  Reduced time it takes for customers to receive their cash ("time-to-cash") from an average of 16 days down to 1 day (94% reduction)
• Highest-ever Usability & User-Satisfaction Scores
  Public user-testing resulted in a overall usability and user satisfaction score of 4.9/5 (on the first design iteration)

Principal Designer for Framework & App Framework Design on the new flagship Financial Research & Analytics Platform "Workspace" for LSEG Data & Analytics' 40,000 customers and 400,000 end-users

• UX Strategy across new platform of ~200 specialist applications
  Played a pivotal role in shaping the UX strategy for LSEG's flagship Workspace platform, replacing the legacy Thomson Reuters Eikon system.
• Led design work on many foundational elements across Platform and App Frameworks
  Foundational contributions in developing the platform's frameworks
• Full Evidence-based UX Design Process
  Consistently demonstrated a meticulous design thinking approach: leading many design sprints; creating interactive prototypes to test hypotheses and gather user-feedback; collaborating with researchers to conduct sessions, analyse results, and iterate designs accordingly.

Lead Designer for the Position Explorer application to enable Portfolio Managers to view portfolio risk metrics, model trades and perform unwinds

• Operational, Reputational & Financial Loss Mitigation
  New system reduces operational, reputational and financial risk for the business
• Prevented Financial Losses for the Business & its Clients
  Reduced potential financial losses for the business and its clients in the range of £ millions
• Faster Employee Workflows & Customer Fulfillment
  Reduced time it takes for portfolio managers to model trades and perform unwinds from up-to 10 days down to 1-2 hours (up-to 99% reduction)
• High User Satisfaction Ratings
  Usability, workflow efficiency and user satisfaction ratings significantly improved over legacy workflow and systems

Lead Designer for the FlexRate application, enabling corporate clients to set up and manage access to HSBC's Foreign Exchange multi-currency pricing and dynamic currency conversion service — supporting international cross-border trade within commercial banking.

• End-to-end product and service design
  Full design of customer onboarding and internal reporting & analytics tools
• Servicing the needs of the World's Largest e-Commerce Retailer
  First major customer was (and still is) the largest e-commerce retailer in the world
• 'Innovative yet Intuitive' Design resulting in 92% reduction of time-on-task
  One single interaction-design improvement resulted in reduced task completion time (to onboard customers) from 4 hours down to 15-20 minutes (a reduction of 92%).

Project Genesis - Lead Designer for reviewing the customer onboarding process to the flagship Eikon product.

• Faster Customer On-boarding
  Recommended changes that resulted in faster customer onboarding time, with a 55% reduction of manual steps.
• Business Process & User Workflow Simplification
  Removed the complicated workflow logic and unnecessary manual actions forced upon the user by Salesforce and SAP
• Recognition & Praise
  This project was showcased at a Thomson Reuters Global UX town hall, where it received significant recognition and praise from the wider design community
• Seminal Work
  Years later, it remains well-regarded within the global UX and Service Design teams across Thomson Reuters, Refinitiv, and now LSEG — often cited as a reference point for newer initiatives.