Pret
PROJECT CONTEXT
As Pret’s digital product propositions rapidly expanded, they needed the assistance of a specialist UCD team to design and optimise intuitive customer experiences across web and app.
MY ROLE
Journey mapping and user flow design
Wireframing and prototyping
Usability testing and refining early-stage design concepts
Writing UI copy for app and web customer account journeys
Designing and writing content for the website
Developing content governance and content standards for the website
WHO I WORKED WITH
Interaction designers
User researchers
Service designers
Product managers
Developers
Brand copywriters
Marketing & communications
User-centred journey design and prototyping
Collaborated with product UX designers (Figma, Miro) to develop and refine key app and web customer journeys.
Worked across key customer propositions, including coffee subscriptions, customer account management, and online ordering journeys.
Asserted content influence on UCD, making recommendations on:
user needs prioritisation: what are the most important bits of information to present to users across this journey?
screen order optimisation: which bits of info should appear where, and when?
per screen info volume balancing: what’s just the right amount of info to present on each screen to focus the user’s attention and maintain momentum?
information hierarchy and content patterns design: what consistent shape and structure should be applied across the user flow for optimal usability?