Travelex, what have I achieved?
My most important achievement over the course of my 15 month consulting contract as the Head of Experience design at Travelex was establishing Experience Design not only as the main differentiator for our products, but also within the organisation by educating different teams about the importance of quality and coherence from a customer perspective. This involved a great deal of communication as well as hiring the right design team and structuring it in a way that supported what we were trying to create.
I managed the team of Interaction, Service and Visual Designers, User Researchers, and Content Strategists and restructured it, shifting from a 'designer per product' to a 'designer per work stream' model. This gave each team member the opportunity to bring their acquired knowledge to all products and improved consistency and speed.
Travelex Design Patterns Library
One major project that I led was the Travelex design library. It proved to be an integral component of our strategy to create a coherent customer experience across channels.
Customer journey mapping
Thinking strategically means a lot of journey mapping exercises to look at products holistically.
Designing for mobile is a complex process that requires conceptualisation, strong information architecture skills and strategic thinking. When I joined Travelex, I introduced experience architecture workshops, service design sessions and journey mapping collaborative exercises to create a solid approach to design across all platforms. Instead of looking at mobile as a separate product, I got the team to tackle it as part of the end to end journey. I also got them to optimise the work by switching to Sketch and implementing tools like Zeplin to enable us to work better with different teams. I created interaction design templates to enhance documentation and serve as a historic reference for all projects.
Sample of mobile design templates:
International Money Transfer - Responsive web
I led the experience strategy and design for a new International money transfer service and delivered an MVP design (launching March 2017).
This entailed very detailed work from persona building, scenario and journey mapping through to requirements gathering with multiple stakeholders (product, legal, engineering). The design phase also went through multiple iterations to tackle tech limitations. This project was one of the most challenging pieces for my team, but we managed to create an MVP design that we are all very proud of.
Apps we launched
I led the Experience Design team through the launch of new and major app updates. Supercard and the Money App were launched/updated in June-September 2016, showcasing our team's world class design thinking and innovation. Check out our apps in the App Store and Google Play.