A convenient, easy to use, platform rich with healthcare content and also offers an online healthcare search and appointment booking service.

As Head of Design I work closely with leadership to identify and articulate our core principles, set design direction and lead the maturing of design and UX practice for 1st Group and our customer services: MyHealth1st, PetYeti and GoBookings.

My first challenge was to take on the refresh of the 1stGroup portfolio, setting an exciting new brand directions. I worked hand in hand with design partners to develop a series of bold, human-centric brand identities and managed implementation across digital and print. I have also worked closely with Head of Product to analyse and establish new product processes.

Established design leadership:

–  Setting standards for product and design leadership.
–  Implementing systems to track, document, and assess outcomes.
–  Established design best practices, agile workflow for user-lead design.
–  Established user-centred design language and UI direction for our product suite.

Established customer + user experience research, analytics + testing practices:

–  Established Voice of the Customer programme, interviewing and ethnographic observation.
–  Net Promoter Score (NPS) / Customer Satisfaction (CSAT) / Customer Effort Score (CES).
–  Conversion Rate Optimisation (CRO); heat maps, funnel, form, session replay.
–  Quality programme of automated testing for front-end, performance and accessibility.