NOW TV

2016 – 2018

Working on improving services at NOW TV including Help and My Account. Identifying user problems while collaborating with stakeholders closely from operations, marketing and e-commerce in order to design solutions.

Having the user in mind throughout the day to day working. Using internal tools such as Mouseflow, Adobe Analytics and contact centre transcripts in order to design around user problems and needs. As well as setting up social media dashboards/ feeds that the company could identify pain points and act on them in real time.

Thinking in the way of a Service Designer for the end to end experience rather than just the digital. Discovering many opportunities such as via contact centres, communication between teams and user diagnosis of hardware and software.

Leading the UX on NOW TVs assurance solution, allowing users to perform diagnosis and self service for broadband issues. Multiple rounds of lab testing as well as guerrilla testing with a lean approach meant that we could break down the delivery into chunks in order to deliver a product in pieces that from MVP was useful to our users and ultimately deliver a best in class solution.

Created and developed a new workflow for our Help articles in order for better and more relevant content to help our users. I collaborated closely with the product owner, copywriters and UI designers in order be able to work with external teams more efficiently and effectively.

Collaborating with other teams in order to integrate a design process within company culture. Running workshops and design sprints with various teams. Also exploring our key customer contact and challenging our metrics of success for better reporting and understanding of the success of NOW TV help.