What I've done

Unilever Experience Design Advisory

Unilever had realised that technology-led projects didn't deliver the business value as user adoption was often low.

I, in my role as head of Salesforce's Experience Design team, was brought in to provide design oversight and advisory to a large, Salesforce-powered project to strengthen the design deliverables and process.

While this was a difficult ask, the user experience of the final solution was significantly higher than the trajectory had been at the time of the ask.

Ongoing Design Leadership Support and Planning for the Future

Following on from this engagement, Unilever was interested in exploring how an internal Experience Design department could be established and we provided information around what constitutes a mature design organisation, how to realise investment in design and what a suitable design org structure mapped to their IT organisation could look like.

The engagement concluded with a support package that included:

  • Placing a Senior Design Advisor into Unilever for 4 months to support ongoing projects and ensure Experience Design was embedded in their delivery methodology.
  • Material around design terminology, design processes and how to measure ROI.

The results was a Delivery Leadership with a stronger understanding of Experience Design, material to help them understand the details and a plan forward for establishing their own Design Department.

What I've also done

Salesforce

Experience Design Group, EMEA

Established the Salesforce Experience Design Group in EMEA with 4 regional teams (London, Berlin, Paris, Amsterdam).

More on the Salesforce XD Group
Burberry

B2B/B2E Social Business

Led a category-defining program from initial vision and concepts through to delivery.

More on Burberry Social Business
Unilver

Experience Design Advisory

Provided Experience Design coaching, org design and support to help Unilever establish their own design team.

More on advisory for Unilever
ING

Small Business Ecosystem Vision

Shaped a vision of how ING can help small business owners beyond financial products. Included a prototype app for testing.

More on the ING SME Ecosystem
America Express

Next-generation Customer Service

Prepared and facilitated a workshop program aimed at producing a high-level future vision for next generation customer services.

More on Amex customer service
Shop Direct Group

Helpful Personalisation

Led the user experience team and co-facilitated workshops to define a near-future vision on the topic of "Helpful Personalisation" for Shop Direct Group.

More on personalisation at SDG