It’s Not About the Dashboard Lately I’ve ventured into work around data capability and literacy, and it’s made me rethink what “data literacy” really means. We talk a lot about skills and tools, but I keep noticing how much of it comes down to confidence, culture, and conversation.…
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1 Problem & Context 2 UXR Methods 3 Airtable UXR Repository 4 User Journey Map 5 Design Solutions 6 Testing Results 7 Impact 8 Reflections HIGH-LEVEL PROJECT SUMMARY This project aimed to reduce mobile banking friction for low-literate users by redesigning with diverse cognitive styles in mind Focus: Inclusive…
Read MoreA Redesign Audit of the “If you’re getting other benefits” Screen In this short UX audit, I examine a key decision screen in the Universal Credit (UC) online service: the page that appears after a user confirms they are making a claim for themselves (step 3 in the…
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Universal Credit serves millions of people in the UK, many of whom face barriers using digital services confidently. These experiences are particularly common among older adults, people with additional support needs and those with low literacy or digital confidence. As of 2021, 20-50% of UK adults did not yet have…
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This article is based on a real-world user experience design mistake from a mobile banking app – one that left users stuck before they even got started. To better understand the friction in what should’ve been a simple mobile money transfer task, I turned to the theory of…
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Inspired by the mental model of second-order thinking from Gabriel Weinberg’s Super Thinking, this post unpacks how I approached UX planning for long-term retention and short-term clarity. I recently presented a User Research Plan to address user satisfaction, dissatisfaction, and retention in a subscription-based service company – a…
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