With 10+ years experience, I’ve worked on a range of projects across the automotive, financial services, education construction, energy, retail, assisted living and hospitality sectors. Here you’ll find a select few examples of projects I've had the pleasure of working on.
I’m a designer who approaches problem solving by making sense of the intersection between people, technology and business.
Intrigued by the ways in which culture manifests itself in human behaviour, I love delving into the essence of what resonates with people. I translate these insights into meaningful solutions that are engaging, whilst balancing technical and business considerations.
In tandem with the launch of the Nissan Kicks, Nissan India wanted to offer a superior connected car app to match the high expectations set by the upcoming model. Working with global and regional Nissan teams, we completely redesigned the app with revised app functionality and structure, putting Nissan owners first. The visual language moved away from Nissan's previous darker aesthetic, towards a lighter, friendlier brand identity.
After three months of collaborating across timezones, the app launched in early 2019 with great success, increasing the Google Play store app rating from 1 star to 3.8 stars.
UX lead working in a small team with a UI lead and PM. collaborating with client stakeholders located in both India and London. Responsibilities included UX audit, competitor analysis, IA, gathering requirements, wireframes and mocking up UI.
With no budget allocated to research, we leveraged existing 1-2-1 customer interviews conducted by Nissan in relation to ownership and after-sales service. Combining this with stakeholder interviews, desk research and competitor analysis, I synthesised these observations into emerging opportunity areas for improvement which started to shape the direction of what success looked like for our app redesign.
With a clear direction and prioritisation of high impact areas and features to improve in time for launch, I started tackling the app, one feature at a time. We designed 'android-first' as existing app data usage showed us that over 90% of existing users own an Android device.
From the first moment the user enters the app, I wanted to establish trust and credibility through excellent services, providing reason for users to stay Nissan customers.
With no pre-existing onboarding flow, I added a sequence which greeted the user in friendly, human language, and key benefits and features were introduced, providing new users with a clearer understanding of the app.
First impressions count and with 40% of call centre queries related to issues with first-time setup it was imperative to improve this part of the app.
We streamlined the login process by removing obsolete steps, used transparent language to explain how personal information will be used, and added OTP verification and Face / Touch ID to increase security.
The dashboard provides Nissan Owners peace of mind regarding the real-time health of their car. Fuel level, locked doors, headlights and parking breaks can be easily checked remotely, anytime, anywhere.
Shortcuts to emergency CTAs such as like Roadside Assistance, Find My Car and Beep Horn are within easy reach. Upcoming service bookings are listed, alongside quick links to troubleshooting content if issues arise in the car.
Features are grouped and prioritised in human-relatable terms, removing automotive jargon where possible.
Consistent primary and secondary navigation patterns were established to provide clear, expected navigation behaviour across the experience. Obsolete features were removed from the app to improve loading performance.
The servicing section of the app is a one-stop shop for everything related to car maintenance. Users can book a service or repair, track it in real time and receive service reminders all at their fingertips. They can also access their car's full service history, with access to past invoices and service logs.
In India, car-sharing across family members is more prevalent, making remote tracking features like geo-fencing and curfew more useful to this audience.
Owners can set up customisable alerts to let them know when anyone drives their car over a certain speed, after a given time, or outside a specific area.
The UX was completely reworked from the ground up, separating alert types into two clear categories: Toggle on/off and creating custom alerts. The custom alert process was broken down into small, digestible steps making it easier to customise and manage alerts.
As part the redesign, the UI moved away from the dark, murky colour palette towards a cleaner, more contemporary interface with a more fresh and optimistic look and feel. Outdated design styles were replaced with a simplified interface with clearer typographic hierarchy. Feedback on interactive elements such as CTAs and error states were defined in more detail, to improve the usability of the app across the experience.
Working with both a global and regional client product owner on the same project created conflicts of interest within the project direction. As both product owners have different KPIs they are trying to meet, it was difficult to manage expectations for both at the same time. Being exposed to this organisational complexity of power really shone a light on the relationship between global and regional offices within multi-national corporations and how this can impact the outcome of a product.
Having a small design team which consisted of solely myself as UX Lead, a UI Lead and a Project Manager was great! We were all on the same wavelength and worked very quickly to make decisions, action feedback, and keep to deadlines. This worked in our favour as timelines were extremely tight.
