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?

Writing product interface text


Web content design