Talk the talk, where's the evidence? Here's my CV...


A customer experience architect with over ten year’s experience of user centered design, customer experience and internet consultancy. I have worked with a diverse portfolio of clients gaining significant experience in financial services, retail, government and entertainment sectors. I am passionate about delivering compelling customer experiences that fulfill consumer goals and align to key business drivers. I have a proven track of working with and managing multi-disciplinary teams to craft useful, usable, engaging and accessible applications.


ThoughtWorks (2004- )

User Experience Designer

Recent projects have included providing customer experience support and consultancy to a fund management company undergoing major infrastructural changes and re-launch of their web site. I delivered a new user interface in a high street opticians and designed new processes and interfaces for an on-line estate agency. I have worked on building the user experience capabilities at ThoughtWorks, and provided HCI and user experience support to multiple projects.

Barclays (2004)

Customer experience architect

I helped Barclays understand the customer experience in their branch network and how current technologies impact it. Based on the findings I helped the bank prioritize functionality to be delivered on a new Chordiant branch application. I led a team to rapidly develop and user test a prototype that illustrated the project vision and application usability. User trials of the prototype demonstrate that novice users could complete core process in 60% less time with no training required.


Human factors consultant

Projects at NCR included leading a team to assess in-store operations for Tesco, delivering improvements around process and customer experience. I worked with Tesco and Sainsbury’s to improve the experience of self-service checkouts; driving footfall through these tills and reducing front-end queues.

Accenture (1999-2003)

Senior consultant

I helped set up and run the Interactive Design Group within Accenture, a group specializing in helping projects deliver compelling user interfaces. Specific projects included:

  • Managing the customer experience design team for Centrica’s
  • Interface design lead on in-store handheld device project for Sainsbury’s
  • Customer research lead on Customer Strategy project for Barclaycard
  • Managing usability and customer research projects for numerous clients including Tesco,, Barclays, Zurich Financial Services, LloydsTSB, and Norwich Union
  • Senior business analyst on government project, capturing requirements and developing interface for web application

The other stuff

Specialized skills include:

User centered design

Interaction and interface design, Usability and accessibility design, Information architecture

Customer research

Ethnography, Focus Groups, Analysis and synthesis of qualitative and quantitative results, Consumer segmentation

Business Analysis

Requirements gathering, Facilitation, Stakeholder Analysis, Documentation, Visual modeling (lo-fi prototyping), Business process and operational analysis

Project management

Project planning, Business case development, Team leadership, Project estimating and prioritisation


Microsoft Office (inc. Project), Dreamweaver, Visio, Fireworks


PhD. in Human factors methodologies
BSc. Hons. in Ergonomics

Society Membership

Chartered Institute of Marketing
Ergonomics Society
Indian Society of Ergonomics


On request