Preference Center Experience workshop
Facilitated a cross-functional workshop to reimagine the customer notification and preference experience.
The session brought together stakeholders from product, design, and technology to map current pain points, explore ideal-state journeys, and alignment on requirements for a scalable Preference Center.
Through collaborative exercises, we identified high-frequency notifications (e.g., invoices, credit limits, fault codes) and prioritised delivery channels (email, SMS, push).
The outcomes provided a clear roadmap of must-have vs. nice-to-have features, data integration needs, and user-centric design principles to guide implementation.
Understanding our users and business
I led a workshop to consolidate and share recent research activities, highlighting key insights and themes from user interviews, surveys, and behavioural data.
The session included a research plan review, ensuring alignment on upcoming studies, and prioritisation of knowledge gaps.
By presenting findings through personas, journey insights, and opportunity areas, I enabled stakeholders to connect research evidence to business goals and inform upcoming design work.
Hackathon & Innovation Engagement Sessions
I organised and facilitated hackathons and engagement sessions as part of the Innovation for All program, bringing together cross-functional teams to apply creativity and UX thinking to real business challenges.
These sessions combined rapid ideation, prototyping, and user-centred design methods to generate actionable solutions.
By framing problems, guiding design sprints, and mentoring teams, I helped participants turn abstract ideas into tangible concepts that addressed real user and business needs.
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Outcomes
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Strengthened a culture of innovation and collaboration across departments.
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Delivered practical prototypes and concepts tested against real problems.
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Showcased the value of UX-led approaches in accelerating solution design.
Discovery & Research Frameworks
I created structured frameworks to guide discovery and research activities across multiple programs of work.
These included problem-framing templates, journey mapping standards, and research planning guides that helped teams capture insights consistently and align on priorities.
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A key outcome was the introduction of a UX Health Metrics framework, combining qualitative and quantitative measures such as usability testing results, task completion rates, survey feedback, and system performance indicators.
This gave stakeholders a clear, repeatable way to evaluate design quality and track improvements over time.
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Outcomes
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Established repeatable discovery and research practices for squads.
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Improved visibility of user insights in program-level decision-making.
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Created measurable UX health indicators to track experience quality.
Design System &
UI Kit Governance
I led the strategy and governance of the Design System and UI Kit, ensuring scalability, consistency, and efficiency across multiple squads and digital platforms.
My role included defining design ops processes, facilitating alignment sessions with developers, and running audits and reviews to identify gaps and improve component quality.
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I also embedded accessibility standards and responsive design principles into the system, while coaching designers on adoption to maintain speed and consistency. By aligning with engineering guidelines, I ensured components were reusable, reducing duplication and streamlining delivery.
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Outcomes
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Delivered a scalable Design System adopted across core platforms (HD360, InService, YourHD, etc.).
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Reduced design and development inefficiencies through reusable components.
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Elevated quality, speed, and consistency of user experiences across squads.
