Three UK
Digital Service Design, App Design, UX/UI Design, e-Commerce, Web, Mobile, iOS, Android, UX/UI.
At Three UK, I worked in the digital design team of one of the largest mobile network operators in the UK. Three UK had a reputation as a cool, edgy disrupter brand, and designing and ensuring a consistently delightful and dynamic experience for Three users in touch points across digital, marketing, retail and comms for a company of 4,800+ with over 10.9 million subscribers was definitely ambitious. Working pre-Covid meant the majority of working days were spent face-to-face, shoulder to shoulder in the office which helped in building relationships across departments, cutting across management levels and influencing the culture of the digital team and beyond to bring user experience, design and technology to the table for discussion as part of the whole brand.
The Three App
Three App Design
Three UK Basket Page
User Testing at Three UK
User Testing at Three UK
User Testing at Three UK
Basket Design Iteration at Three UK
My early work covered the online e-commerce funnel and basket journey, designing for AA accessibility and across responsive breakpoint sizes. It was a joy to conduct user research across large scales or conducting AB tests with live data analytics and fascinating to have such a large breadth of demographics to dissect for detailed, geeky qualitative research. I got to hone my craft of user research at Three and worked with some very clever and customer-centric people.
I was also responsible for the UX of the Three App working closely in an award winning ‘Three-Superstar’ scrum team. There were regular liaisons with marketing and comms teams, data analytics, the contact centre and the digital in-life user experience teams and content writers, with quarterly playbacks to senior leadership where we reported on progress and were involved in steering the strategy for the overall customer experience for Three users.
Our research took us from documenting the in-store retail experience, to presentations to the CEO, always to see if there were opportunities for symbiosis, or for delivering the best experience for our customers. As part of pushing beyond the bounds of our team, we delivered a white paper backed by the head of digital, to steer the senior leadership towards migrating our platforms onto native systems in order to enable Three to achieve a more competitive digital experience. I also worked closely with the UX team to develop Three’s pivotal digital design system to bring consistency to digital experiences across the company and lay a strong foundation for the service design across all of Three’s customer touch points.