Hey, I'm Chris, a Product Designer with over a decade of experience in design and product strategy.

I led design of our ✨Client Portal✨. Revolutionising how our clients get their discounts onto our marketplaces, embed customer verification on their own website, and manage their paid media - completely self-serve.

Before portal, our processes were completely manual and client satisfaction was on a downward trend. Over the course of 6 months and two value focused milestones, we built a delightful MVP that has drastically changed the operations of the company and opened up new revenue opportunities.

After noticing a rise in in-store complaints, I evaluated the user experience and persuaded the business to invest in improving our ✨in-store✨ feature. This boosted our customer satisfaction from poor to great and in-store became a key competitive differentiator.

In-store began life as a simple list ordered by newest, which just wasn't serving our customers. Users often didn’t think to check the app while shopping, struggled to find location-specific discounts, doubted whether discounts would work at certain stores, and faced numerous other issues.

I led the design and shaped the strategy for our ✨Identity Verification Technology✨ over the course of two years.

With the goal to mature our already succesfull student verification flow to become a leading identity verification tool, I led work across two development squads. Focused on expanding the technology to verify military personnel, healthcare workers, teachers, and more, while continuously improving conversion rates, usability, and security.

I discovered a problem in the existing client onboarding journey which was contributing significantly to poor client satisfaction. This led to building this ✨Integration Editor✨.

Our clients were constantly complaining about the lack of ability to customise their integration widget to fit the style of their own website. I discovered that all the requests were for customisation options we could already support! Our onboarding team were purposely ignoring the customisation stage to get clients live quicker at the expense of client satisfaction. I believed that we could fix this with a simple, cheap to build tool, as an interim solution while we built the full self-serve tool. I was given a front-end developer and a couple of weeks.

One of the major contributions to raising the design maturity across the business was in the restructure and development of our Design System.

I've worked with a small task force of designer and cross platform developers to document components, UI kits, ways of working, maintenance procedures, and the ability to measure that it is successfully increasing the performance of its users.