What excites me about being in CX/UX is my capacity to bridge human needs with business goals. Every project is an opportunity to solve problems and improve lives.
With degrees in Computer Engineering and Psychology, I planned to build the world’s smartest robots. However in 2001 I discovered ‘HCD’ – Human Centred Design – and found my calling.
Since then, I have worked across industries from defence to R&D, creative agency to government, startups to major bank; in finance, insurance, telecom, entertainment, not-for-profit, big data, and software for teams.
People will forget what you said. They will forget what you did. But they will never forget how you made them feel.Maya Angelou, American poet and activist
I aspire to build products with intuitive experiences, that elicit emotions and bring positive change. I have learnt to research thoroughly and creatively, design for beauty or communication, and collaborate with people from all backgrounds. Most importantly I have learnt to bring people together to share knowledge, debate energetically but respectfully, and work together to solve problems and produce results.
As a leader I provide direction, support and focus, allowing each team members to develop their unique skillset. I have built and scaled small teams, responsible for hiring, mentoring, and coaching individuals through projects and professional development.
REFERENCES
Ben WebsterFounder/CEO of Insured by Us
Lucy joined Insured by Us when we had product direction and very little understanding of our customers and their needs. She quickly instituted a rolling customer research project that became the secret sauce in our product roadmap.
From there Lucy moved on to developing solutions to these customer problems. These solutions shaped the future of the platform and led to a sharp rise in conversion rates and sales across the platform. Lucy is part of our leadership team and her sharp mind, empathy and insights have added value to the business across many teams.
Insured by Us is a remote-first company and Lucy is well versed in working independently, communicating remotely and managing remote teams. She is positive, very easy to work with and personally inspires me to do better.
Vincent TurnerFounder/CIO of uno Home Loans, Host at Shape The System Podcast
Lucy was one of the first people to join the uno team, basically at concept stage in early 2016. She dove into the role of UX lead with gusto, working fluidly across a variety of disciplines from research to UX design, to UI design, user testing and more. She also brought great energy into our company, making contributions to our culture in those critical early stages. More than once she was my bellwether for whether we were on the right track. Lucy has solid UX skills and can piece together large and disparate sets of data across qual & quant and reduce these to key insights to help inform multiple parts of the thinking, even beyond the pure product/customer experience design. Not afraid to speak her mind and challenge the current thinking or go in to bat for the customer, she’s an asset to any serious product design team
I’M PASSIONATE ABOUT
BEHAVIOURAL DESIGN
DESIGN THINKING
LEAN STARTUP METHODOLOGY
CONCEPTUAL MODELLING
CURRENTLY READING
Nir & Far articles, by Nir Eyal
Nir Eyal’s articles are thought-provoking and relevant to the times. I have followed his work since his first book “Hooked: How to build habit-forming products” of which I was a reviewer/contributor.
The power of moments, by Chip & Dan Heath
Many insightful lessons here on designing micro- and macro-experiences. One of my favourites is the Peak-End rule, which tells us how to craft moments people remember and tell others about.
How to raise successful people, by Ester Wojcicki
Ester Wojcicki raised 3 successful daughters and tells us her parenting secret. I love her stories on having purpose and how to teach the kids so that they too can realise their potential.
Why we sleep, by Matthew Walker
The fascinating neuroscience behind sleep, and its links to creativity, memory, health, beauty, lifespan and more. I have adopted some of the advice and it has made a big difference to my productivity.
THOUGHT
∆V = αβ(λ − ΣV)
(i.e. Amount of learning is proportional to amount of surprise)
This is the Rescorla-Wagner equation. It specifies that the amount of learning (the change ∆ in the predictive value of a stimulus V) depends on the amount of surprise (the difference between what actually happens, λ, and what you expect, ΣV). The other two terms, α and β, relate to the salience of the conditioned stimulus and the speed of learning for a given unconditioned stimulus, respectively. Reference
I like this equation because it tells us to consider surprise (i.e. novelty and innovation) if want to change customer behaviour (i.e. learning).
ASK ME ABOUT
SCUBA DIVING WITH MANTA RAYS
MULTIVARIATE EXPERIMENTS IN MY GARDEN
WHY ABSTRACT ART IS SO HARD TO MAKE
