I joined the IBM Partner Portal, a global platform used by IBM Business Partners around the world, to integrate content design into the wider design process. Content standards weren’t a priority and research showed that Business Partners were struggling with complex language and processes, particularly across legal and compliance journeys.

Using user research and partner feedback, I identified pain points, defined user needs and worked with UX, product, engineering, legal and compliance to redesign complex journeys. I applied design thinking throughout the process, from discovery and problem definition through to prototyping, delivery and iteration.

A large part of my work involved translating complex legal, technical and regulatory requirements into plain English. I worked closely with subject-matter experts to balance user needs with business, legal and brand requirements. Key projects included Deal Registration, GCQ and Integrity Training.

Alongside product delivery, I established the processes needed to embed content design into the team. I introduced a dedicated content backlog, co-created the Partner Portal style guide, championed accessibility and localisation, and ran workshops, content reviews and one-to-ones to build content design capability across teams.

Over almost four years, I grew content design from a single role into a dedicated cross-functional squad with four content designers, an iteration manager and product manager. As the content design lead, I mentored three content designers and represented content on the Experience Review Board.

I joined Yolt as a Senior UX Writer, working on ING’s Open Banking app, which had more than 1.6 million registered users across the UK, France and Italy. The app brought financial accounts together in one place, giving people a clearer picture of their finances and helping them make better decisions about spending and saving.

I conducted end-to-end content reviews of the app, combining user interviews and existing feedback to identify pain points and opportunities to improve the experience. I assessed how language, structure and content patterns worked across journeys, identifying inconsistencies and areas where content could better solve user problems.

I worked with product and design to improve core journeys across the app, including the dashboard, transaction categorisation, account connection and Open Banking consent. I also created content for new experiences including Insights and recommendation screens, transforming complex financial information into language that was clear and transparent.

I also wrote descriptions for third-party products promoted within the app and managed localisation and translations, helping maintain a consistent experience across markets. When the wider writing team changed, my remit extended beyond the product to customer emails and editorial content, ensuring the tone of voice remained consistent across touchpoints.

I spent three and a half years in Barclays’ in-house creative studio, creating content across digital, print, email and social, leading content for Life Insurance, LifeSkills and Finance Coach.

Finance Coach was my first major UX project: an in-app feature that helped customers manage their money. The challenge was to make financial guidance fresh and genuinely helpful within the regulatory constraints of a bank.

I led the content from inception, joining product, design and legal in early sprint planning and ideation to shape the experience. As the journeys developed, I defined the voice and worked closely with legal to find the balance between regulatory accuracy, customer understanding and the Barclays brand.

I prototyped content within the journeys, tested it with users and used feedback and A/B testing to iterate and refine the experience.

Finance Coach used personalised prompts and guidance to give customers clear actions they could take. The savings experience let customers create their own goals, set a target amount and date, track their progress and explore different ways to reach them.

Finance Coach showed me how language works within an interface to shape behaviour, remove friction and solve user problems. It was the project that led me to specialise in UX writing and, later, content design.