Customer Experience Design

CX projects for a service design team creating both physical & digital customer experiences, & relevant freelance projects

Global Retail Company

In-House Experience

During my time as an experience designer for a global retailer, I completed many projects end to end, some of which fall under NDA, so I have summarised my experience in processes below and included examples of work completed where possible.

Whilst in this role I took on additional responsibilities including Service Leading & XD Chapter Lead

Parts of my role crossed over into UX/UI Design due to my background in web design – this combined with my experience design capabilities meant I was able to take on UX/UI projects for the wider business

Some of my biggest achievements in this role

Facilitated an artifact review workshops to ensure consistency between Service Design Team deliverables

Created a new artifact for presenting high level concepts alongside capability tickets (See Capability 1 Pager case study)

Designed a new and improved customer service centre to enable self serve options and reduce customer contact

Produced high fidelity visuals that were presented to the board on a concept project under NDA