I served as the central experience design orchestrator across a complex, multi-team delivery environment—governing quality, aligning third-party design delivery, facilitating sign-off, managing end-to-end journeys, and enabling stakeholder feedback across Commercial Banking, Markets, Client Data & Analytics, and a third-party partner (CoBa).

This wasn't a traditional product design role. It required designing the operating model itself: how teams would collaborate, how quality would be maintained, and how client value would be measured beyond just feature launches.

Commercial Banking clients were executing 63% of their FX transactions with competitors—revealing major leakage and unmet needs in Lloyds' FX experience. Clients wanted a simple, digital way to view exposures, ingest accounting data, and hedge FX risk without relying on telephony.

Experience goals (based on user research)

Delivering a third-party FX platform within Lloyds' Experience Standards required more than integration—it demanded alignment across brand, accessibility, and contractual touchpoints.

We needed to ensure the partner experience felt seamless and native to Lloyds, while identifying and removing friction across the most critical journeys: onboarding, data integration, user management, and FX booking flows.

I tackled these challenges through a combination of strategic orchestration, hands-on journey design, and operational rigor.

Established the experience operating model

Introduced a design-led operating model with weekly design governance, structured feedback loops, and a shared view of dependencies across teams. This created the alignment infrastructure that was previously missing.

Mapped complex data flows into sharable artefacts

Worked directly with Client Data & Analytics and Markets to map data flows, risks, and gaps—then translated these into service flows and UX artefacts that non-technical stakeholders could understand and act on.

Governed third-party design quality

Ran weekly design reviews with the third-party partner, providing actionable feedback against Lloyds' brand guidelines and UX quality standards before each release. This wasn't gatekeeping—it was coaching the partner team toward native-feeling experiences.

Identified and prioritised journey friction

Conducted end-to-end journey assessments across onboarding, data integration, consent, FX booking, and user management. Documented friction points and fed improvement opportunities directly into product and engineering backlogs.

Reframed success measurement

Applied internal Design Excellence assessments and DAC accessibility reviews to establish a shared understanding of experience success—shifting the conversation from "did we launch?" to "did we create client value?"

This project demonstrated that great service design isn't just about crafting individual touchpoints—it's about designing the collaboration model, quality standards, and measurement frameworks that enable teams to deliver coherent, valuable experiences at scale.

Lloyds Bank Connected — FX Platform

lloydsbank.com ↗

What I learned

Service design at enterprise scale requires equal parts craft and orchestration. The most valuable design contribution wasn't a specific screen or flow—it was establishing the operating rhythm that allowed multiple teams to stay aligned, maintain quality, and measure what actually mattered.

What I'd do differently

Stay focused within your area of speciality to keep delivery productive and efficient — but invest early in finding the right rhythm for cross-stakeholder alignment.

Regular check-ins with large stakeholder groups aren't overhead; they're the mechanism that prevents misalignment from compounding. The earlier you establish how the group will stay in sync, the less time you spend course-correcting later.

Operating as an in-house design agency, the team ran 3-week sprints across different business areas — each one producing a future experience vision to align leaders and seed downstream product thinking.

Topics varied widely depending on the brief, spanning retail and business banking moments such as home buying, shopping experiences, and growing a business in future contexts.

Create a future-facing 2030 experience vision that would align teams across Commercial, Data, AI, Design, and Product on a single narrative.

Design principles established

The vision was anchored around five foundational principles: contextual, conversational, proactive, composable, and invisible—ensuring AI feels natural rather than intrusive.

As Product Designer on the Design Futures team, I played a role of a core narrative, UX, and concept-definition lead for the entire vision sprint.

Immersion & foundational setup

Established the vision immersion board and facilitated workshops to align the team around core research, early design principles, and the target persona.

Cross-team concepting

Collaborated with Experience Design and Applied Science to define barriers to business growth and identify high-value "AI-intervention" points in the customer lifecycle.

Storyboarding & narrative design

Facilitated cross-departmental synthesis through iterative storyboarding to align diverse future strategies into a single narrative anchored by strategic touchpoints.

Visual & UI concept integration

Worked with UI designers to integrate screens into the vision video, ensuring visual coherence and technical plausibility.

Synthesis & production

Co-led the production of the provocative 2030 vision video and strategic deck, ensuring version control and content accuracy across evolving concepts and UI integrations.

Stakeholder review & iteration

Participated in multiple feedback loops with leadership teams, audit teams, and Product/Tech stakeholders to refine the narrative and strengthen the strategic proposition.

The 2030 Vision video and supporting deck were produced and shared with ExCo and Group GenAI leadership as a provocation tool, shaping ideation for future Commercial AI capabilities.

The project successfully aligned disparate teams around a unified future narrative and established foundational principles that continue to guide product strategy discussions within Business & Commercial Banking.

Regenerated UX from vibe-coding

Customer–Relationship Manager interaction for AI SaaS vision — future business banking experience for mid-corporate customers.

Customer

Relationship Manager

As Lloyds Banking Group evolved its branch strategy, the organisation needed to ensure customers — particularly those who rely on cash and face mobility or accessibility barriers — would have equal access to everyday banking services. With 99.5% of people living within a mile of a PayPoint location, the opportunity was clear: design a service that lets customers deposit cash at familiar local shops, simply and securely, without needing a branch. The challenge was making that experience feel as trusted and reliable as the bank itself.

The challenge: design a service that enables customers to deposit cash at nearby retail locations (PayPoint-enabled shops) while maintaining trust, security, and the quality of experience customers expect from their bank.

— Lived expert panellist, Inclusive Design Panel, Sep 2024

I led service design and UX design across the full customer journey—from initial concept exploration through launch—ensuring the experience balanced business priorities with customer needs, particularly for vulnerable users.

Early concepting & UX definition (Mid 2024)

Facilitated and contributed to early UX definition and screen flows for the Deposit Cash journey. Created mock-ups and prototypes, conducting walkthroughs with stakeholders including product owners, researchers, content designers, and developers.

Journey mapping & constraint mapping

Mapped three critical user journeys to surface risks, edge cases, and design constraints before detailed solutioning:

These early journey breakdowns helped surface user needs, constraints, and potential risks—clarifying user expectations and aligning teams on constraints before detailed design.

Workshop facilitation & Inclusive Design Panel

Ran and coordinated key design sessions, then submitted Deposit Cash to the Inclusive Design Panel—an internal programme subsidised by an external inclusive design audit institution. This enabled inclusive design integration across teams with strong validation from lived-experience experts and subject matter specialists.

End-to-end service design leadership

Synthesised user research results and Inclusive Design Panel findings, then influenced MVP and MVP+ scope decisions. Ensured design decisions were grounded in real user needs while navigating technical and business constraints.

The service design required balancing multiple stakeholder needs and technical constraints:

The PayPoint Cash Deposit service launched in August 2025 across Lloyds Bank, Halifax, and Bank of Scotland — making Lloyds the first major UK bank to offer in-app barcode cash deposits at over 30,000 locations nationwide. Customers can deposit up to £300 a day, with money appearing in their account within minutes, across 94% of PayPoint sites open seven days a week.

Design impact

The Inclusive Design Panel validation ensured the service met accessibility standards and addressed real user needs—particularly for vulnerable customers who would be most affected by branch closures.

By mapping journeys early and surfacing constraints before detailed design, we avoided costly rework and aligned cross-functional teams around a shared understanding of user needs, technical limitations, and business priorities.

Strategic contribution

This project demonstrated how service design can support business transformation (branch closure strategy) while maintaining—and even improving—customer access and experience, particularly for vulnerable populations.

Lloyds & PayPoint — Official Press Release

lloydsbankinggroup.com ↗

Less than 1 in 2 clients onboarded felt positive about their Cardnet experience. The telephony sales and onboarding journey was high-friction, overly scripted, and fragmented across disconnected tools—making it hard for colleagues to build rapport and impossible for customers to track what was happening.

The opportunity

How might we optimise the telephony sales experience with quick and easy wins for both customers and CDC colleagues? Three questions shaped our direction:

Discovery — listening to real calls

I started by conducting call listening sessions and contextual inquiry in Leeds and Basildon with telephony colleagues, observing live calls and sales and mapping the as-is journey to surface where friction was really occurring — for both the colleague and the customer.

Discovery workshops

I facilitated a series of co-creation and discovery workshops with telephony colleagues, stakeholders from operation and product, and cross-functional contributors. These sessions moved from mapping pain points to defining a shared north star and generating prioritised ideas.

Co-creation & prototyping

Working closely with the CDC team, I co-created and iterated on the redesigned onboarding tool — integrating fragmented systems, simplifying the product decision tree, and building a templated quote email that colleagues could send directly from the tool. Prototypes were tested with both colleagues and customers in two rounds of user testing.

A redesigned end-to-end onboarding tool for colleagues, built around natural conversation rather than rigid compliance ordering — with every component validated by the people who would use it daily.

This project reinforced that the best service design happens when you design with the people doing the work — not just for them. The telephony sales colleagues who interact with customers in daily basis knew exactly where the script broke down; my role was creating the space and structure for their expertise to shape the solution.

The challenge wasn't just redesigning a tool — it was redesigning human to human interaction. Moving from rigid compliance-first ordering to conversation-first design required building trust with risk and compliance teams, and demonstrating that natural conversation and regulatory requirements aren't mutually exclusive.

As an Interaction Designer on Ford's Human Centred Design team at HQ in Dearborn, I worked at the intersection of research, strategy, and product design to shape the long-term direction of Ford's F-series truck lineup — America's best-selling vehicle.

My work spanned two interconnected streams: the Future of Truck 2035 strategic roadmap and the Human Centred Design for Product Cycle Assessment (P702 MCA) — a co-creation programme that ran across cross-functional teams to uncover product opportunities and align executive leadership around future customer needs.

Ford's F-series trucks had long dominated the US market, but legacy archetypes used to inform product decisions were failing to reflect the full range of real customers purchasing and using these vehicles. Segments like women truck buyers and Hispanic customers were systematically underrepresented in the design conversation — leaving significant opportunity on the table.

Before shaping future visions, the team needed a shared foundation. I collaborated with a researcher to create a comprehensive research map tracing the cultural, technological, and market evolution of North American trucks from the post-war era through to 2020.

This artefact synthesised historic signals across vehicle culture, automotive technology, generational population shifts, and competitive landscape — giving the team a single reference point to inform future inspiration and hypothesis development.

Co-creation workshops

I ran and participated in co-creation workshops with cross-functional teams — bringing together design, strategy, engineering, and research partners to collectively surface product opportunities and customer insight gaps. Sessions moved from immersion into hypotheses, future context modelling, and customer needs refinement.

Designing diary study probes

To inform future-state design with real user behaviour, I synthesised previous research and designed custom probes for diary studies — helping the team gather rich contextual data about how diverse customers actually lived with and used their trucks day to day.

Archetype redefinition

Working across Future of Truck 2035 and the P702 MCA programme, I helped redefine legacy archetypes to better represent the full spectrum of F-series customers — with particular focus on segments that had been historically overlooked, including women and Hispanic truck buyers.

Storyboard series for leadership alignment

To translate product strategy and technical feasibility into a shared vision, I contributed to a collaborative storyboard series — co-created with design, strategy, and engineering partners. Each storyboard brought an archetype to life through a full day-in-the-life narrative, making abstract customer needs tangible for senior decision-makers.

This project taught me that the most impactful design work often happens before a single pixel is drawn. Reshaping the archetypes that inform a product's entire direction — and ensuring those archetypes reflect the full reality of who uses and buys that product — is a form of design that ripples through every downstream decision.

Acting as a strategic bridge between deep user research and executive-level product roadmaps required translating nuance without losing it. The storyboard series became a key vehicle for that — making human stories legible to people who think in strategy, feasibility, and market positioning.

<unspace> is a platform for local communities to preserve and share their stories and memories in time and space. A community-oriented felt archive, it foregrounds the sensorial, exploratory feel of memory — letting users navigate a community's history through physical experience rather than passive documentation.

The platform combines a physical interactive installation — composed of materials drawn from the locality's own history — with an audio-scape built from interviews conducted with community members. A companion digital platform documents the growing archive and makes it accessible beyond the physical space, with the long-term ambition of expanding to communities globally.

Hackney Wick: a community under pressure

Our first collaborator was Hackney Wick — a community in East London endangered by gentrification and ongoing redevelopment. We began by conducting a series of interviews with local residents to understand how the neighbourhood operated, what its history felt like from the inside, and what its people needed.

The network of residents and places we encountered was remarkable. From interactions both on and off the record, <unspace> took shape not just as a tool for sharing stories with the world, but as a space for residents to engage in the healing process of remembering in the face of rapid change.

White Walls exhibit — first public showing

The White Walls exhibit is an initiative by inhabitants of the ex-warehouse unit Oslo House — a bi-monthly showcase of local artists in their hallway. One of our interviewees invited us to participate in August 2021. For this occasion, we created and presented a documentary video of our research and interview footage — the first time <unspace> was presented to the Hackney Wick public. Content shared online generated wider community interest in the project.

Sensory experience

In the first prototype, the team used physical materials as a sensorial and visual medium — creating connections between the physical and virtual memories of the community. Materials referenced both the industrial past of Hackney Wick and Fish Island (peanuts, rubber, silk) and the ever-present textures of the area today (soil, sand, gravel, bricks, pebbles from Hackney Marshes and the canal-side). The contrast of textures and temperatures was intentional — evoking a range of sensations for people to navigate while listening to the audio-scape.

Motion tracking — first iteration

The first tracking setup used two cameras to register movement from different angles, mapping frame-by-frame differences to detect motion across the platform. While functional, this approach produced a vague and imprecise response — contingent on full-body movement rather than intentional directional input. This limitation drove the next iteration.

In response, the team switched to tracking head movements and directional angles as the mechanism for navigating the audio-scape. This shift produced more accurate, responsive feedback — creating a more intuitive relationship between body orientation and sound.

Ars Electronica

Following the White Post installation, <unspace> was presented at Ars Electronica — one of the world's leading festivals for art, technology, and society — extending the project's reach to an international audience and opening conversations around community memory as a global design practice.

Watch on YouTube ↗

Portable toolkit

The next phase focused on producing an architectural-scale modular platform that could be transported, assembled, and reproduced by other communities. Individual box units were designed from dismantleable pieces joined by wood connectors, with carrier bags that communities could fill with their own local and historical materials. The modularity was central to the concept: <unspace> is not a fixed installation but a transferable process and tool.

Final installation — White Post, Hackney Wick (Nov 2021)

The final installation introduced two key experiential refinements. First, materials were hidden beneath a thin technical fabric — preserving high sensory sensation while removing the visual prompts that had caused visitors to navigate consciously rather than exploratorily. Second, the team switched to Kinect-based tracking, focusing on head position and directional movement. Audio sources were placed at varying heights in the Unity world, encouraging visitors to sit, crouch, and lie down on the platform surface in search of sounds — transforming the body into an active instrument of exploration.

The project was grounded in a broader academic enquiry: how do communities build resilience through shared memory in the face of ecological and social change? The thesis positioned <unspace> as a mechanism for local–global interaction — a way to reconcile threatened communities and individuals through interconnected memory rather than static preservation.

End-to-end project documentation, covering research, making, and exhibition — including the project brief.

Watch on YouTube ↗

This project shaped how I think about design's relationship to place and community. Working directly with Hackney Wick residents meant that every design decision — what materials to use, how to track movement, how to present the archive — had to earn its place in relation to real people and a real neighbourhood in flux.

The iterative process of refining the physical and technical experience reinforced something I carry into all my work: good interaction design is felt before it is understood. The most meaningful shift in the project wasn't a technical one — it was the decision to hide the materials, remove the visual logic, and trust the body to find its own way through.

<In Dust> is a virtual reality world made up of swirling dust clouds, each containing an audio memory that the user could pass through and listen to. Concentrating on the idea of dust as a constantly growing individual story unit, the team created an immersive space where memory is navigated through the body rather than read or watched.

The project collected stories and memories from 28 individuals, exploring people's reconstructive memory across different times — past, present and future. It was developed at the Interactive Architecture Lab, The Bartlett, UCL in 2021.

The team began experimentation during lockdown, exploring the possibility of using the virtual world as a global connector between different localities and experiences. At the time, they were based in London, Moscow and New York — a separation which dictated the use of the virtual medium.

Concentrating on the idea of dust as a constantly growing individual story unit, the team created a virtual reality world made up of swirling dust clouds. Each cloud contained an audio memory that the user could pass through and listen to. The metaphor of dust — ever-present, invisible, connecting everything — became the core language for how personal memory circulates between people, places and times.

<In Dust> was the direct precursor to <unspace>. The core concept — a navigable memory-scape where stories are encountered through physical presence and movement rather than passive viewing — carried forward into <unspace> as a physical, community-rooted platform.

Where <In Dust> operated in the virtual realm during a moment of enforced global separation, <unspace> brought that same sensorial logic back into the physical world — grounding it in a specific community, a specific place, and materials drawn from the land itself.

Human-AI Interaction for Find My Things

Research & Co-Design Facilitator · Cross-functional with ML Researchers & Engineers

Assistive AI tools can often provide feedback that is too dense or poorly timed, leading to cognitive overload for Blind and Low-Vision (BLV) users. Working alongside a specialised team of Machine Learning researchers and engineers, the goal was to research how AI-driven object recognition could be communicated through intuitive, non-visual interaction patterns.

I served as a bridge between the BLV community and the technical research team — facilitating a specialised co-design series to ensure user-identified needs were accurately captured for engineers to address.

Workshop execution

Supported the facilitation of three intensive workshops with 10+ participants from the BLV community. Sessions focused on uncovering how users naturally want to "handshake" with an AI system — exploring the balance between speed, certainty, and sensory feedback.

Research synthesis

Synthesised high-level qualitative data from workshops into actionable patterns for the technical team:

This foundational research was instrumental in the development of the "Find My Things" feature within the Seeing AI ecosystem. By centering the expertise of the BLV community and collaborating across technical disciplines, the research helped move the feature from a technical concept to a functional, human-centric assistive tool.

Inclusive Avatars in Mixed Reality

Research Lead & Strategist · 4-Month Research Project

In spatial computing, avatars often rely on standardised motion libraries that fail to represent the diverse physicalities of people with disabilities. This creates a "digital uncanny valley" where a user's virtual representation does not align with their lived physical identity — leading to exclusion in social Mixed Reality environments.

Decoding Movement Authenticity — in collaboration with lived experts from the creative industry

Over four months, I led a deep-dive discovery phase to bridge the gap between human expression and technical architecture. I facilitated collaborative sessions and interviews with movement specialists, choreographers, and performance artists — experts with a professional vocabulary for non-verbal communication that technical teams typically lack.

The Inclusive Research Handbook

A comprehensive strategic guide for engineers and designers, synthesising artistic and qualitative insights into a formal Taxonomy of Inclusive Movement. This provided a framework for future ML data collection and model generation — translating human experience into technical requirements.

Vision Videos

Conceptual storytelling assets demonstrating the potential of an "authenticity-first" approach to avatar design. These artefacts were produced to align product teams and senior leadership around a more inclusive vision for the future of Mixed Reality.

My time at Microsoft Research deepened my conviction that the most meaningful AI design work happens at the intersection of technical rigour and lived human experience. Both projects required me to act as a translator — between artists and engineers, between BLV users and ML researchers — synthesising qualitative truth into frameworks that technical teams could build from.

The ability to define "ground truth" in human terms, and then make that legible to a system, is something I carry into every AI-adjacent project I work on today.