With over two decades of experience spanning large corporations, smaller agencies, and startups, I possess the skill to introduce inventive solutions that elevate customer experiences, enhance KPIs, and boost NPS scores.
Notable clients within my portfolio include industry leaders such as VodafoneThree, Waitrose, BBC, Yell.com, SapientNitro, Open University, WhatUsersDo, HeathWallace, Bupa, and GSK.
Academically, I hold a first-class honours MA in Digital Design and have had the privilege of sharing my knowledge as a lecturer at the Open University, specialising in Design. Additionally, I am a Fellow of the Royal Society of the Arts, and I have further expanded my expertise by achieving a certification as a Nielsen Norman UX professional.
Beyond my professional accomplishments, I've excelled in rowing by representing England, and achieving at prestigious events such as Henley Regatta and the British National Championships. In the world of triathlon, I represented Great Britain in my age group at the Long Distance European Championships and won the Gold medal.
Masters Degree
University of the Arts London
MA, Digital Design 2005 - 2007
First-class honours degree
This course covered diverse subjects, including graphic design, multimedia production, advertising strategy, and user experience design.
NN/g Certified
Leading Highly Effective UX Teams
Service Blueprinting
Discoveries
The Human Mind and Usability
Persuasive and Emotional Design
March 2021
www.nngroup.com/ux-certification/verify/
Associate Lecturer
Experience as an Associate lecturer at the Open University Design & Designing course.
This course introduces students to the global design industry. My role involved conducting tutorials, providing support, sharing industry insights, and offering ongoing guidance.
KEY ACHIEVEMENTS
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Designed and delivered 200+ A/B and multivariate tests to optimise user experience.
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Led design for the new Waitrose App, serving up to 12 million users.
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Developed and rolled out the new Waitrose Design System.
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Redesigned Bupa’s global healthcare provider portal, improving usability and engagement.
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Boosted Three’s checkout upgrade conversions by 11% through targeted UX improvements.
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Founding member of BBC News Online, helping shape one of the UK’s most visited news sites.
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DESIGN THINKING
Rachel is highly conscientious and driven to produce work of a high standard and then delivers, she has excellent instincts and a capacity to deal with any situation. Her rich background means she brings a variety of experience to the role, and is able to call on her knowledge of those industries and add them to her work.
Bob Silver
Creative Director
Conjure
(Formally at Waitrose)
Rachel's attention to detail and ability to articulate complex ideas with clear and precise annotated customer journeys and wireframes were simply world class.
Everyday Rachel would come to the office with a positive outlook ready to solve the days issues even when the project inevitably got more challenging.
Chris Frost
Head of Digital
Met Office
(Formally at Bupa)
Rachel’s consideration and execution when detailing complex user flows and wire-framing was equally impressive. Detailed annotations on IA and interaction made it simple for both the client and engineering teams to understand the solution, transforming what could have been a difficult project into something that felt very smooth.
Matt Myers
Head of Design
The Times
(Formally at HeathWallace)