UX – Ambrosia UX Lab

Posted by admin on Dec 1 ^st 2020

Barclays Service Design in Branch

About the project

Client: Barclays Plc

Due to the successful development of the responsive form patterns implemented for the Barclays account opening programme, the team were encouraged to implement a phase two of the concept where we developed the responsive account opening flow and created a sample section of the code to be used as part of an iPad application across Barclays retail branches. The aim was to improve the current customer requirement of having to make a personal appointment with branch staff in order to open a new account. The concept was by placing iPads with the account opening application in branches, customers would be empowered to open new accounts without or with minimal assistance from branch staff. As a result Barclays account opening times were reduced from a standard 40mins to 1 hour, down to only 10mins. This had a significant impact on the amount of accounts being opened in branch. Initially the programme started with only new to Barclays account opening capabilities, but once implemented and with it’s immediate success the team were able to increase the implementation to deliver ISAs account and even Mortgage applications.

Scope of work

Service design
Hybrid iPad App
User research
User journey sketching
UI designs
Usability testing with customers
Usability testing with branch staff
Stakeholders and development management

KPIs

Increase the amount of accounts open in branch
Increase awareness of additional products
Decrease amount of time needed from bank staff
Simplify the process of account opening

Initial sketches

User journey

UI designs

Tests in Clapham Barclays Branch

Final look

Posted by admin on Mar 19 ^th 2016

Barclays Design System

About the project

Client: Barclays Plc

At Barclays Plc I was asked to work on the biggest at the time programme aimed at making the process of online account opening smooth and simple by providing customers with responsive solution they can use on the go or at home instead of coming to the branch. At the time the process of account opening with bank staff assistance would take over 40 minutes which was a significant cost for the bank. Since existing online account opening forms were not responsive 80% of traffic was coming from the desktop. New responsive online solution increased amount of open accounts on mobile devices by 154% in the first week after launch, saving money and time for both customers and Barclays. The outcome of the project was a unique Responsive UI Library that could support any area of the business by reusing already built components. The programme was so successful that it was adopted by Barclays Wealth, ISA and Mortgages.

Scope of work

UX, AI and UI
User journeys
Usability testing
Global guidelines
Unique component library
GOV digital guidelines compliance
Integration with third parties for ID checks on the go

KPIs

Increased amount of accounts opened online
Increase traffic from mobile devices
Shorter time required for finishing the process
Increase awareness of additional products

User journey

Usability testing

Responsive grid

Global guidelines

UI designs

Component library for medium and small devices

Posted by admin on Jan 6 ^th 2016

EE Network Reporting Tool

About the project

Client: Everything Everywhere EE

The purpose of the project was to improve the existing internal platform used for network quality monitoring. The solution was very dated, not responsive and did not have ability to print selected reports to PDF nor send them via email which made using the tool very time consuming and ineffective. The project involved interviews with stakeholders and usability testing resulting in designing and developing user friendly tool which stakeholders could use on the go and share the information with their clients.

Scope of work

UX
UI
Usability testing

KPIs

Improved interface
Improved usability
Shorter time of report generating

Wireframes with annotations

Final designs

Layout within devices

Desktop

Tablet and mobile

Posted by admin on Dec 17 ^th 2015

Tesco App Calendar Sync

About the project

Client: Tesco UK

Tesco Groceries Apps have around 2 mln visits per month. Since the customers can choose between home delivery and pick up from the local store, sometimes they can forget which option has been selected when placing an order. The concept of syncing all order information with a calendar on customer’s device was aimed at making sure the customer gets a note in their calendar about the delivery including information about the type of the delivery. When delivery is due customer receives a notification 1-2 hours before to remind them about upcoming shopping delivery. Devices in scope: iPhone, iPad, Android phone, Android tablet, Hudl.

Scope of work

UX
User flows
Onboarding process
Prototype

Wireframes and Flows

Final designs

Posted by admin on Dec 1 ^st 2015

My EE App

About the project

Client: Everything Everywhere EE

When I was invited to work on redesign of EE application there were 3 different standalone apps for each of their brands: EE, T-mobile and Orange. The plan was to combine all three into one hybrid app to make it easier for EE to maintain good quality of support as well as to unify the experience and make databases work together. On this occasion I had a chance to work with Dare – agency who were responsible for rebranding of EE at the time and improving overall EE digital presence on the market. This was one of the biggest projects at the time in EE which meant working with 10 stakeholders from Digital, Marketing, Development and Branding teams. Working in Agile we were able to run several guerilla testings as well as workshops and focus group sessions. After 8 months of work the app was launched for all 3 brands with 4 star rating and got the first position in App Store UK for utilities apps.

Scope of work

UX, UI
Usability testing
Data visualisation
Introduction of multiple accounts within single app
Personalisation
Social media integration

UX Flows

Data usage process flow

Final designs

Posted by admin on Dec 1 ^st 2014

Barclays Super App

About the project

Client: Barclays Plc

The purpose of the project was to create a 360 experience for Barclays existing and new customers. The project consisted of building of hybrid or native app that would allow customers to access several services such as account opening and appointment booking.