IHD replacement
Led the design of a self-service replacement journey that transformed a traditionally support-led process into a streamlined digital experience. Customers could easily check device compatibility, purchase a replacement IHD, and receive clear fulfilment and support communications throughout their journey
Owned the end-to-end experience, producing user flows, wireframes, prototypes, and service communications that connected multiple touchpoints into a cohesive customer journey
Partnered with cross-functional stakeholders to balance customer expectations, operational constraints, and commercial objectives, ensuring the solution delivered value for both customers and the business
Applied customer research, behavioural insights, and iterative testing to optimise the experience, improving usability, reducing friction, and creating a more efficient replacement process
