The long-haul reads.
Brief, constraints, decisions, and what the numbers did next. The misses stay in; they tend to be where the learning was.
5 featured cases
Shaping BA's next-generation mobile travel experience
Leading experience design for BA's core mobile product, reframed from distribution channel to Travel Companion within the New BA.com & App programme.
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Enhancing BA's Manage My Booking Hub for engagement and accessibility
Rebuilding BA's Manage My Booking Hub around a modular, accessible navigation system that lifted ancillary findability and engagement and carried forward to the replatformed estate.
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Cracking early-life retention for Sky's OTT streaming platform
Led discovery into NOW's highest-leverage retention problem: the first week of membership, where 25% of the base drives 50% of cancellations.
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The experience foundation behind PizzaExpress Club
Built the UX foundation for the PizzaExpress Club loyalty app at ENGINE. It launched in December 2021 after I moved on, and has since grown past 2 million members.
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Building a shared method for Air France-KLM's cabin innovation
The only designer in a marketing-led innovation department, I replaced scattered gadget-hunting with a shared method that outlived my contract and seeded external co-creation work shown to group leadership.
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