Wessex Water

Improving Customer Journeys During a Website & Technology Migration for Wessex Water

(Digital & UX Consultancy)

During a complex website redesign and migration, I played an instrumental role in user journey planning, information architecture and tech integration. In particular, I oversaw live chat and self-service bot development and integration - developing a knowledgebase of 2,000+ queries and ultimately increasing self-service customer service resolution by a whopping 600%, alongside the overall user experience.

Moral Media is a London-based collective for those who do good things. We help charities, nonprofits and brands with authentic purpose make the world a better place, one impactful campaign at a time — offering data-driven digital strategy, campaign activation and creative to charities, nonprofits and purpose-driven brands. Founded and led by strategy director, Reece Jackson.

Wessex Water

Improving Customer Journeys During a Website & Technology Migration for Wessex Water

Mobilising the Public around Catalan Solidarity