CX Mapping for business evolution at PayPal

Customer experience mapping workshop with two women dressed as scientists
After nearly 2 decades as eBay’s default payment provider, PayPal was spun off to compete in a rapidly evolving market. To survive, this large and complex organisation required agility and experiences that attracted merchants and consumers alike. PayPal recognised the need for mapping existing customer experiences....
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E-commerce design for specialist Japanese retailer

E-commerce design for Japan Centre
The pandemic caused a seismic shift to online shopping. With its bricks and mortar stores quiet, Japan Centre became acutely aware of a reliance on an aged website built on bespoke architecture that was now difficult to maintain. This specialist retailer of Asian groceries and lifestyle goods needed a solution that...
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User-first web platform for Kyocera Document Solutions

Kyocera project page header image
Kyocera Document Solutions are a global business spearheading change in a sector experiencing disruption from new technologies and ways of working. Traditionally selling printing machines for the office, their products have evolved to meet the demands of document management. More emphasis is now required on...
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Milk & More: Reinventing the milkman for Müller

Header image for Müller project
Breakfast for the subscription economy Müller had acquired Dairy Crest, a long established British dairy brand for its portfolio of products. Part of the deal included a profitable milk delivery network – depots, ‘milkmen’ and a fleet of electric milk floats. With an ageing customer base, how could they utilise...
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Carlsberg’s customer-focussed app for B2B sales

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Empowering the free trade rep In recent years, Britain’s fourth largest brewer has extended its offering to pubs, bars and restaurants. As well as wines, ales and lagers, Carlsberg UK provides a multitude of services to licensees. At Syzygy, I drove the research and strategy for a winning pitch to provide Carlsberg...
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Amazon optimisation for L’Oréal

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Amazon optimisation for L’Oréal Optimising Amazon for the beauty consumer L’Oréal’s largest online retailer is Amazon. Ensuring their beauty products are discoverable and helping consumers make purchase decisions that drive sales is key for the many beauty brands owned by the group. As part of a project to...
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Delivering luxury and tradition to Cunard’s digital audience

Header image for Cunard project
Redefining luxury cruises This iconic brand is part of the world’s largest leisure travel group. In 2015 we pitched for and won the digital business and began to evolve Cunard’s online presence and increase the proportion of sales taken directly. Cunard’s website was tired, utilitarian and provided a...
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Exploring online automotive sales for Mazda

Header image for Mazda project
Testing designs for the future Within the automotive industry there is a push towards online vehicle sales. Mazda has run pilot programmes in various territories to evaluate new ideas and customer behaviours. As part of this drive, I have provided consultation, designs and test plans for UK and other European...
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Allianz: Selling expertise that insures spacecraft

Header image of satellite
A change of platform, but much more than migration Allianz Global Corporate and Speciality (AGCS) provides insurance for large risk including construction projects, airlines, satellites and even the production of over 20 James Bond movies. The original AGCS website was in need of replacement, built on EpiServer...
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Re-designing Santander’s personal banking apps

Santander project header illustration
Instilling design discipline for an evolving banking experience I was contracted by Jam @ EngineGroup to manage the UX and Creative teams responsible for re-designing Santander’s native banking apps and parts of their web banking for personal customers. Foundations for an efficient team When I joined, the team had...
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