Audit & improve

Do you recognise any of these?

There's a part of the product nobody has touched in years. Most of the reported problems come from there.
New customers can't get set up without someone supporting them.
Everyone on the team has a theory about what should be fixed. Nobody has tested one.
Something in the product needs improving, but you can't get the company to agree it's worth the time.

I find out what actually needs improving in your product, and help you fix it.

I watch real users work with the product and find what needs fixing.
I test the current design against a proposed redesign with real users. Then you can see if it's worth doing.
I help you implement the redesign, not just hand you a report.

Case

Proving a better default page wouldn't cost revenue, and would work better for users

Queue-it (virtual waiting room page) · Senior UX Design Manager, 2022–2025

The situation

Every customer of Queue-it gets a default queue page without any customisation. It hadn't been improved in years. Many people in the company believed that a better default page would kill the revenue from custom themes. One of our managers bet me I would never get it changed, because nobody in the company would allow it.

What I did

We checked the revenue data, and it showed that a better default page wouldn't cost us custom theme sales. Then I ran a study with about two thousand people from the US and Japan, testing the current page against two new designs. Both new designs won on every word we measured. We shipped the version that was cheaper to build and easier to customise.

Current pageNew design 1New design 2

Negative words: lower is better

Stressful

17%

Confusing

15%

11%

Positive words: higher is better

Calm

10%

15%

17%

Clean

25%

38%

42%

Share of people who picked each word to describe the page. About 2,000 people in the US and Japan, each shown one version.

The outcome

Every Queue-it customer can now use the Refined theme for free, and give their visitors a better experience in the queue. After I left, Queue-it built AI-generated themes on top of it.

The Refined theme, the new default queue page

Case

Redesigning a setup tool so new customers could use it on their own

Queue-it (Actions & Triggers / Integration Rules) · Senior UX Design Manager, 2022–2025

The situation

Actions & Triggers was how Queue-it customers set the rules for their queues: which pages to protect, when the queue kicks in, where people go afterwards. The settings lived in different places with no obvious order, and new customers couldn't get through it on their own.

Settings spread across many screens. No logical flow for the user who is creating the connections.

What I did

We looked at how it was actually being used. Most customers only used a handful of actions, and almost all of those had a single trigger. The tool was built for complexity that hardly anyone needed. So we designed a simpler version around if-then logic, borrowing a pattern people already knew from tools like IFTTT and Zapier. I ran two rounds of moderated test sessions, with fixes to the design in between. Everyone in the tests preferred the new version.

The prototype with notes from the test sessions.

The outcome

We shipped it as Integration Rules. New customers now get it by default.

Offerings

Product Experience Audit

I look at your product with real users, and with the people inside who hear about it every day. You get what's working, what isn't, what I'd improve first and how I'd do it.

Let's talk about this →

Before & After Test

You know something needs rebuilding, and it's hard to justify. I test the current version against a new design (yours or one we make together) with real users. You see the difference before you commit to building it.

Let's talk about this →

Test What Matters

2 days

Your product people, designers and developers learn to plan, run and analyse usability tests together. We run a few sessions on your own product. After the workshop your team can run tests on their own.

Let's talk about this →

Not sure which one fits?

Tell me about your situation and we will figure it out together.

Book a call

He is a great ambassador throughout the organization for UX and design thinking and can convince a hardcore technical organization with a perfect 'show, don't tell' attitude.

Validate early

Find out what's worth building, by testing the risky assumptions first.

Coach & lead

Grow your team's confidence, craft and ways of working.

Let's talk.

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