Closing the post-sale gap
Built a post-sale dealer ratings/review capability from scratch, working across CX, CRM, and ops to close a major visibility gap in Motorway's offering.
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Service design for Sales and Support
Service Design project to map Motorway's services and understand problems for customers and staff.
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Customer Service processes
Research into internal processes and workflows that hadn't scaled with business ambitions, causing huge pain points for customers and staff.
Redesigning Application Management
Redesign and new features added to two existing products during a technical platform migration.
Reporting tools
Designing credit consumption reports and individual job performance reports for business users; internal sales and customer services.
Simplifying discovery in family history
Giving structure and a helping hand to new users who were overwhelmed with what to do next on the site. Working from research through to delivery.
New user on-boarding
Redesign of on-boarding, adding new features to improve the user journey and delight the user during their first experience with the product.
Designing a new logged-in homepage
Designing a new product, from research through to delivery, aimed at supporting new users in their family history journey.
