Introduction

The main goal of the text messaging system was to reduce missed appointments by 6%. It could also be used to remind clients about any important information or documents they need to bring to their appointment which would save time and reduce the need to book followups. No shows were a particularly key issue with debt advice appointments. People who are already struggling to keep on top of finances were in need of an easy reminder system so they didn't have to manage this themselves.

I worked with the team to test and improve the user journeys and the design. My work ensured that advisers have a simple and cohesive journey. Launched to early adopters in March the text message reminder system has already been shown to reduce no shows by 3%.

Introduction

In my first role at Citizens Advice, I played an integral part in developing an accessible design system for the organisations’ 3 main websites - the public site, the adviser site and the intranet. The design system is currently being introduced on the public and adviser facing websites and will improve the accessibility of around 2000 advice articles. It has also streamlined our design and development processes. See the design system in action on our new styled immigration pages.

Background Citizens Advice 3 main websites are being migrated to a new headless content management system. As part of this work, we rebuilt the front-end for all three using an accessible design system. This work grew from collaboration between design and front-end and started out as self-organised work which took place in our communities of practice. We’re really proud of what we’ve achieved and the Design System is now part of the organisation’s strategy.

Introduction

The GP Website was introduced by Camden CCG in 2016. The aim is to enable GPs to easily find information on services in their borough. Prior to this there was no central way for GPs to access information for services and referrals. In 2017 The GP Website won best public sector website at the UXUK Awards.

I was tasked with conducting a UX review of the site to identify improvements. To begin my investigation I conducted a stakeholder interview. We talked through the business goals and began analysed where the site wasn’t meeting its objectives. I then conducted observations with GPs so I could see where they were encountering problems. This session helped me create a roadmap outlining quick wins as well as longer term goals that would take additional research and prototyping.

Introduction

A few of the other projects I worked on at Shed Collective.