Leading large-scale enterprise service design and UX/UI design, including B2B e-commerce checkout optimisation across Vodafone Business's Cyber Security Portfolio.
Clip from a mid-fidelity prototype demo during an end of sprint review, presented to Chiefs and Heads of Business.
My 18 month engagement with Vodafone, through the Reply agency began with a high priority commercial challenge: defining and delivering an optimised, responsive checkout experience for the Vodafone Business e-commerce platform. The success of this conversion-focused work led to rapid career progression, quickly moving me from an initial team role to Principal Consultant, and finally; Interim Head of Design. Here, I led a team of 7 designers and researcher in a hands-on capacity across the Vodafone Business Cyber Security application suite and the IoT Partner Portal product lifecycle programme.
My leadership mandate was strategically challenging, encompassing the Enterprise Cybersecurity tools and the complex IoT Partner ecosystem. A significant internal deficiency was the team’s approach to building these tools without a foundational user-centric research base. To overcome this, and to address challenges around scaling designs to global OpCos (Operating Companies), we adopted the Double Diamond framework to anchor our entire service design strategy.
for the core cyber security application. This was the MDR (Managed Detection and Response) portal, a Security Operations Centre (SOC) provided by Accenture. In Vodafone's partnership with Accenture, the platform was to be white-labelled following a review of its capability and user experience. Crucially, this research was not originally scoped for, but I successfully argued that without user input, the design could not be truly user-centred. To execute this programme, I forged an internal partnership with Spike Reply, the Reply Group's specialist cybersecurity arm which enabled us to engage senior cyber security managers as key moderated research participants. This discovery phase was global, validated through multi-market design workshops with Reply teams in Italy to ensure international scale.
The outcome of the MDR research was transformative, validating the need for user insights and establishing vital design metrics. The quality of the findings was subsequently validated when Accenture, the platform owner, utilised our research internally, confirming the profound strategic value of the user study we pioneered and delivered to the business.
Ultimately, the role demonstrated leadership in optimising the high value B2B checkout while simultaneously transforming complex technical requirements into coherent, usable service patterns under the constraints of enterprise cybersecurity. The work concluded with continuous, well executed presentations to the Business, articulating the strategic value and securing organisational adoption of a significantly matured, user focused design function.
