Work ///
I currently lead an extraordinary team of designers at Accenture’s Global Innovation Hub, The Dock where we create beautiful, intuitive, and data-driven customer experiences to stimulate strategic impact for our clients.
My career has thrived on crafting user experiences, guiding teams, and spearheading strategic initiatives across agency, client-side, and consultancy landscapes.
My current focus includes:
Design leadership & strategic impact
Manage and nurture design talent
Interaction, service & system design
Data design and data strategy
Research and proposition development
Product strategy & project management
Due to the nature of my work, some projects are subject to NDA, however please see a selection of work below which I can share. I am happy to talk through them in more detail.
/// Projects
Maximising usability and actionable insights across end-to-end invoice compliance
E-Comply and Verify was developed to solve for complexities around global e-invoicing compliance mandates. I led the product experience design to create a platform for transparent and realtime insights for users that accelerates error management, augments customer experience and amplifies challenges and opportunities.
Driving strategic impact for clients through experimentation and customer experience excellence.
I transformed our Rapid Innovation studio's design capability by equipping the team with tools to assess product viability, feasibility, and desirability, enhancing client trust. I established a collaborative approach across product, design, tech, and analytics teams to unify our vision and deliver exceptional customer experiences, fostering stronger client partnerships and enabling groundbreaking innovations.
Developing a digital identity solution with the potential to change the lives of 1.2 Billion humans
ID2020 is a global initiative advocating for digital IDs for over a billion undocumented individuals worldwide and underserved groups such as refugees. Leveraging blockchain and biometric technologies, I led an exceptional team of designers to develop a scalable, human-centered digital experience, turning this vision into reality. Our efforts culminated in a presentation at the United Nations in New York, where we showcased our solution and catalyzed adoption among governments and organisations.
Reimagining the future home experience through an immersive journey of research and experimentation.
I spearheaded research to cultivate a strategic understanding of people's needs, motivations, and behaviours within their home environments and their interactions with technology. Integrating research, design, and creative technology, we equipped our clients with evidence-based tools to develop a comprehensive portfolio of new products and services rooted in human-centricity and actionable insights for business impact. This groundbreaking research was published in the Harvard Business Review.
Transforming business impact through customer experience excellence.
I orchestrated and implemented the design strategy for O2 and Three Ireland's digital platforms, aligning with diverse stakeholder needs and the overarching vision of the C-Suite. I successfully guided our design team through the consolidation and rebranding of O2 and Three’s digital landscape, significantly enhancing customer experience. This transformation included revitalizing customer loyalty programs, resulting in a 32% increase in 90-day customer engagement, boosting digital sales with a 4.25% increase in e-commerce conversion rates, and achieving record-high CSAT scores.