Highlights from the places I've worked and what I made there.
Fin (formerly Intercom)
I joined Intercom in 2021 to work on the Helpdesk. It's since become Fin, an AI customer service platform. I helped shape workload management, Tickets, real-time reporting and much of the Inbox Fin users work in every day. In 2024 I led the platform redesign with Pentagram, then the design system that came out of it. These days I mostly build AI tools that help everyone working on our agents ship faster with that system. I also step in on new product work, like Fin Operator.
I joined the dating app in 2020 as a Senior Product Designer, just ahead of its IPO. I worked mostly with the Discovery team. I led the redesign of the profile editor, adding contextual help to guide people towards better profiles and more matches. I also designed and built interest badges, which made it easier for people with shared interests to find each other. The badges also led to a better suggestions engine. It matched people on similar traits and interests.
In 2019 I joined the UK digital bank as a Product Designer across Growth and B2B. I led several rounds of iteration on onboarding for new personal customers. Opening an account got quicker, and fewer people needed support to get through it. I also worked on Monzo Business, the bank's first B2B product, from launch onwards. I designed its first web app and worked with the mobile team on sign-up, invoice tracking and money transfers.
I was on the British retailer's Product team from 2018, working on Search and bringing the Sainsbury's Nectar loyalty scheme into the Argos experience. I defined our approach to contextual Search. It used what customers were trying to do to shape the results and suggestions they saw as they shopped. I also worked on the first integration of Nectar points into the Argos checkout. People could spend their points on purchases.
I joined the money transfer app in 2017 as one of three designers covering web, iOS and Android. I led the Zendesk integration and designed Azimo's first in-app support centre. People could find answers themselves before contacting the team. I also redesigned the money sending flow on the web app. That led to Azimo's first web design system, built in React. It made it easier for teams to iterate and ship new features.
My first design job in the UK was at the foreign exchange company. I led the design of Travelex Wire, an account-based web app for international payments. I started its design system from scratch and designed all the core money transfer flows. That gave us a strong product to launch with. I also kept iterating on two of Travelex's core products, the Travelex Money card and Supercard.
