Currently · Senior Product Designer · Waitrose
End-to-end product design
Service design
Interaction design
Selected work
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Redesigning how customers get help
Aligning business and customer problems to drive efficiency in how customers get help with an order issue
In progress
Role
Product Designer
Timeline
1+ year, ongoing
Team
Customer experience
Service design
UX/UI design
WISMO
Fixing broken order tracking across app and web
Rebuilt order tracking so customers always know what stage their order is at, with accessibility built in from the start
Live
Role
Product Designer
Timeline
Scoped in months, shipped over 2 years
Team
15 teams, starting with Doorstep & Delivery
Result
−19% delivery tracking contacts
Product design
UX/UI design
iOS/Android
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Turning a top customer complaint into a one-scan experience
Turning myWaitrose vouchers from a top customer complaint into a one-scan experience
Live
Role
Product Designer
Timeline
Select/deselect fast follow, full rollout Oct 2024
Team
My Waitrose Loyalty
Result
50% fewer voucher complaints
Product design
UX/UI design
iOS/Android
What people say
Feedback from people I’ve worked closely with.
“Nat is one of the most talented Senior Product Designers I’ve ever collaborated with — her creativity, professionalism, and collaborative spirit make her an invaluable asset to any team.”
Imani Artwell — Principal UX Researcher at Gov.uk
“Nat always has her customer goals and objectives in mind — she’s always designing for impact, for the customer.”
Aminul I — Product Designer at Nationwide
“A great UX’er with amazing attention to detail and work ethic. She’ll be a great asset to any team.”
Xavier Sedras — UX Consultant, previously Product Designer at JP Morgan
Get in touch
Open to hearing about new opportunities and collaborations