Senior Product Designer · Waitrose
Designing the complicated stuff, end to end
Over 9 years designing complex, many-moving-part experiences. Currently focused on customer experience at Waitrose, from first contact through resolution
End-to-end product design
Service design
Interaction design
Selected work
Case studies below are in short form — full write-ups coming soon.
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Aligning business and customer problems to drive efficiency in how customers get help with an order issue.
In progress
Role
Lead product designer
Timeline
1+ year, ongoing
Team
Customer experience
WISMO — Where Is My Order
Rebuilt order tracking so customers always know what stage their order is at, with accessibility built in from the start.
Live
Role
Lead product designer
Timeline
Scoped in months, shipped over 2 years
Team
15 teams, starting with Doorstep & Delivery
Result
−19% delivery tracking contacts
Self-Service Refunds
Putting control in customers’ hands and removing the burden of proof for simple refunds.
Live
Role
Lead product designer
Timeline
6 months
Team
Customer experience
Read the full case study →
Get in touch
Let’s talk about your next complicated problem.
Open to hearing about new opportunities and collaborations.