Selected work
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CEL Solicitors · 2025 · 8 min read
One claims journey, every page
An audit found the same four failures on every service page. I designed one pattern, proved it on the fraud page with A/B tests, then rolled it out across the site.
- Heuristic audit
- Journey mapping
- Content design
- A/B testing
- WCAG 2.2
- Timeline
- 4 months
- Result
- Double-digit lift in form completion, now on every service page (A/B test, n = 3,100)
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Universal Merchant Bank · 2019 · 9 min read
Taking bank approvals off paper
The bank's earlier internal tools had been quietly abandoned. I designed a role-based approval system with email as the front door, so nobody needed a new daily habit.
- Interviews
- Service blueprint
- Personas
- Role-based UI
- Usability testing
- Timeline
- 4 months
- Result
- 17 of 20 pilot staff used it at least twice a week (system logs, two-week pilot)
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CEL Solicitors · 2025 · 8 min read
A mobile-first evidence portal
Over half of new fraud cases needed at least one evidence chase. I redesigned the upload portal for phones, from sign-in to a confirmation that proves it worked.
- Heuristic audit
- Contact-log analysis
- User flows
- Mobile-first UI
- Usability testing
- Timeline
- About 2 weeks of design, plus research and testing
- Result
- Average time to submit cut from about 4 minutes to under 2 (usability test, 6 people)
