Digital design, UX / UI

Products are only as good as your investment in testing with end users.
A clear performance framework supports services and helps give a direction and the best approach to mature.

Through quantitate insights and qualitative research we can target pain points to drive further design development and usability testing to drive iterations.

Brand & website: Pernille Lind Studio

Brand and website: Hotel Sanders

Brand and website: Hotel Sanders (Home)

Brand and website: Hotel Sanders (Rooms)

Brand and website: Hotel Sanders (Home)

Brand and website: Hotel Sanders [Mobile]

Brand and website: Hotel Sanders [Mobile & desktop]

Brand and website: Hotel Sanders/ Mobile & desktop

CaSA (Capture and Submit Application) [Coming soon]

Digital channel service map. Automation to manual intervention processing

Light touch / partial processing to allow for remaining processing to be automated. Assessment, calculation, notification and retaining applicant data on new platform.

Performance framework 1/3: Understanding by incidents why automation is failing

Performance framework 2/3: Overview of inbound application and expected and unexpected outcomes to both automation and manual checks

Performance framework 3/3: Overview of inbound contact by citizens, an indication of how clear the new notifications are or any errors made during the processing stage. / Time taken to process claims, from submission to processing. Also time taken to process a single application once an agent has started.

Helping citizens with inputting correct figures and submit values they recognise. Driven by user insights and behaviours to help users who struggle with numeracy.