MoneySupermarket
OVERVIEW
Responsible for leading the UX and research for two of the company’s biggest channels - credit cards and loans - as well as managing a small team of designers. Strong focus on making our products accessible, delightful for our users, and working closely with a large number of stakeholders.
ROLE
UX Manager - Money
November 2018 - September 2021
Main responsibilities: Leading and mentoring, UX design, qualitative research, cross-team collaboration, stakeholder engagement and influencing, workshops, prioritising and managing workloads, maintaining and improving design standards.
Discovery
I was embedded into the Borrowing squads from day one at Moneysupermarket along with the two UX and UI designers that I managed. We were very much part of the central UX community, but first and foremost were part of the central Credit Cards and Loans squads. As well as reporting and designing, I was also responsible for discovery - by doing research (qualitative and quantitative, remote and in-person), desk research, ideation sessions, design sprints and workshops. This wasn't limited to including the central squad - it also included keeping key stakeholders informed and actively engaged in any activities - no matter how early on we were in the process - to keep surprises to a minimum.
I worked side-by-side with the Product Managers to continually contribute to the product roadmap, developing new product propositions and hypotheses, and optimising what were key journeys for MSM through MVT and A/B tests.
Hands-on
My main focus from a hands-on perspective was Research, which was a key part of every project. A believer in the lean approach, I emphasised rapid testing through methods like remote unmoderated testing and on-site surveys. However, when necessary, I wasn't hesitant to delve deeper, conducting full market surveys and day-long moderated user research to gain a more nuanced understanding of our users' behaviour.
UX and Service Design took up the rest of my work life at MSM. I worked closely with my squads to ensure they were involved from the earliest possible point - I made sure to get them involved in the ideation sessions to ensure they really know why we were designing things, and so they know their ideas are valued and included.
I worked with as many parts of the business as possible (whilst still being able to do my day job) so I could try and ensure all the different pieces of the puzzle fit together.
Outcomes
Over my two-year stint at Moneysupermarket, we succeeded in integrating the user's voice into our day-to-day. I led the team in implementing user-focused OKRs into our squad OKRs, hosting regular user feedback sessions with developers, and organising user research days. Eventually we fostered an empathetic work culture, and I'm incredibly proud of our transformation. I also produced countless research reports, lo-fi and hi-fi designs, prototypes, discussion guides, feedback reports, and more.
Learnings and challenges
Navigating Dual Roles in Discovery and Design
As a UX Manager, I was responsible for both discovery and hands-on design, which involved extensive research and cross-team ideation sessions. This dual role taught me the importance of keeping key stakeholders informed and engaged from the early stages to minimise surprises and foster a collaborative working environment.
Adapting Research Methods to Project Needs
Overseeing research, I found value in a flexible, lean approach, using rapid testing methods such as remote unmoderated testing and on-site surveys. However, when required, I discovered the importance of conducting more in-depth, moderated user research and full market surveys to gain a nuanced understanding of user behaviour.
Encouraging Cross-Team Participation in UX and Service Design
Involving my squads in the ideation and design process from the outset proved essential for ensuring they understood the rationale behind design decisions and felt valued. This taught me the importance of cultivating an inclusive design culture, where everyone's ideas are acknowledged and incorporated.
Integrating User Voice into Everyday Operations
Through implementing user-focused OKRs, facilitating regular user feedback sessions, and organising user research days, I learned how to embed user-centred thinking into our day-to-day work. The creation of an empathetic work culture marked a significant transformation, highlighting the value of consistently prioritising the user's voice.
