WORK
Recent work ...
- Product Design lead for new accelerator team at Ireland's largest newspaper.
- Member of the Industry Advisory Council for the UX Design Institute
- Customer-led digital transformation at an Irish pension provider
- Design-led product strategy for satellite broadband provider
- Envisaged an entire suite of products (flights, hotel, car, holidays, activities) for Chinese-owned travel technology provider
- Dramatically increasing conversion rates at Smithwick's through novel persuasion techniques
- Let's talk about some more highlights ...
Core Skills
Touch points and platforms ...
- Strategic thinking (balancing business and user’s interests)
- Envisioning the end-to-end customer journey (holistic, cross channel experience)
- Establishing design functions and best practice (vision, processes, design systems)
- Managing teams (hiring, review/reward, inspire, nurture, scale)
- Measuring success (NPS, conversion, retention)
- Navigating the stakeholder landscape (cross function collaboration, a catalyst for change)
- Written, spoken and visual communication skills to make complex concepts simple
- Understanding of technical solutions and platforms
- Promotion of Design (speaker, educator, author, design gravitas on all channels)
- Part of the national and international Design community
- Focus on innovation and future change (ideation, founder, author)
Touch points and platforms ...
- Redefined retail store displays (GSK)
- Remodelled Interactive Voice Response (IVR) systems (O2 UK and Ireland)
- Repositioned printing for home use (HP)
- Structured paper and online application processes (AIB)
- Innovated around interactive TV and smart remote control (Samsung)
- Designed card payment device (Verifone)
- Evaluated in-store kiosk design (Argos and Virgin)
- Optimised medical device for hospitals (Mallinckrodt)
Video: Design and launch of device interface for TomTom
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Using Persuasion techniques to maximise conversion for Smithwicks
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Industry Focus
Clients since 2001
Approximately 40% of my time has been spend working as an employee at client side organisations like Vodafone, the remainder at top design consultancies. Here's a list of the clients and projects I have worked on.
- Transport - end-to-end passenger experience (air, rail, in-car)
- Telecoms - all channels (mobile, web, in-store, IVR)
- Retail - online/offline shopper experience, persuasion, conversion
- Finance - on boarding and self service
- Health - patient experience and health outcome optimisation
- Travel - holistic product suite design
- Consumer Electronics - printers, TV, POS devices
- Want to chat about the challenges of your industry? ...
Clients since 2001
Approximately 40% of my time has been spend working as an employee at client side organisations like Vodafone, the remainder at top design consultancies. Here's a list of the clients and projects I have worked on.
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Publications
I have been writing on design for many years and have appeared in publications both on and offline. Read more on this site or at UXswitch.