As a UX Designer and then Product Designer at The Modern Milkman, I worked with a cross-functional team (UI designers, product owners, and developers) to help shape, plan and create customer solutions and experiences across our digital products and channels.
My determination led to my promotion to Product Designer after just a year with the company.
Working alongside talented designers and developers, I clearly communicated expectations and goals, ensuring they thoroughly understood the project's vision and objectives.
Throughout projects, I made it a point to foster a collaborative and supportive environment, encouraging all team members to share their ideas and perspectives. I was impressed with how well we leveraged each other's strengths and collaborated to solve problems as they arose. Whenever any challenges arose, I identified and addressed them quickly, ensuring the team stayed on track and met our project goals. Overall, working with such a talented group of professionals was a pleasure; their contributions were instrumental in achieving a successful outcome.
The Milkround Builder
In my first month, I visualised "The Milkround Builder". I felt it had the potential to revolutionise the customer experience. My idea was to streamline the purchasing journey. This would be achieved by automating the addition of items to a customer's basket after signing up. This would reduce sign-up-no-purchase (SUNP) users and increase the value of the average order.
Unfortunately, unforeseen technical challenges arose during the development process, company goals changed, and I was made redundant before the project could be completed.
While I never saw the release of "The Milkround Builder", I am still proud of the initiative and the valuable insights it revealed. Throughout the project's development, I conducted extensive research and collaborated with colleagues to design a user-friendly experience. The lessons learned from this experience will undoubtedly serve me well in future initiatives.
Following my dismissal, I later became aware that the Milkround Builder was released and led to an increase in growth by 38% making it perhaps my greatest measurable design achievement.
The French Expansion
As the lead UX Designer for our company's French expansion project, I learned valuable lessons that have helped me grow personally and professionally. Despite our best efforts, we couldn't overcome cultural and logistical challenges that ultimately led to the project's failure.
However, I was able to take away important insights from this experience. I learned the importance of thorough market research and understanding the cultural nuances of a new market before launching an international project. Additionally, I gained valuable experience in rapid prototyping, working reactively, and how to navigate difficult situations in a high-pressure environment.
While the project may have been deemed a failure, I believe that the lessons learned from this experience have been valuable in shaping my approach to future projects and my overall professional development.
Integrating new payment methods
Through user research and feedback from our sales teams, we identified pain points in our existing payment process. The solution? Design a seamless, user-friendly payment experience for our customers. The hope was that this would increase customer loyalty and drive repeat business.
Step one was to add new payment methods including Google and Apply Pay. The second step involved improving the purchasing journey.
The resulting journey and implementation improved customer experience and increased profitability. We saw improved conversions and customer satisfaction through a significant decrease in bounce rate and abandoned carts. Our NPS score also increased.
Internal tool optimisation and development
I led continuous improvements to a bespoke driver app to improve delivery efficiency.
I conducted comprehensive research including driver interviews and visits to delivery hubs. These provided deep insights into pain points, preferences, and workflow challenges.
Site visits and ride-alongs allowed me to observe the operational intricacies and identify areas for improvement. Combined with app data for quantitative insights, I could implement data-driven decision-making.
These experiences improved my ability to foster empathy for end-users, enhanced my ability to identify design opportunities, and strengthened my skills in analysing data.
Ultimately, I created innovative solutions that significantly improved delivery efficiency for drivers, positively impacting the overall logistics operations.
I also worked on TMM's internal Customer, Route, and Stock Management system, focusing on gradual iterative improvements. Collaborating closely with stakeholders and the development team, I delivered seamless and intuitive user experiences while balancing user needs, business requirements, and technical constraints.
These changes made significant improvements to Customer Service and operational efficiency.
