Real results from product, delivery and CX work

Case studies from digital transformation, service design, and delivery leadership across enterprise and startup environments.

We've led product strategy, service design, UX transformation, and delivery programmes at organisations including Johnson & Johnson MedTech, Sky, ASDA, Leeds Building Society, and Covéa Insurance.

Below are selected case studies showing the challenges we tackled, the approach we took, and the measurable outcomes we delivered.

Media & Broadcasting

Sky: Lost Signal Service Design

Reducing contact center costs through self-serve solutions

The Challenge: Sky's contact centers were overwhelmed with 'lost satellite signal' calls. Each call cost £5+ to handle. Customers were frustrated waiting on hold for a simple fix. The existing troubleshooting was buried and ineffective.
£1.5m Annual cost saving
+18 NPS improvement
-42% Contact volume
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Medical Devices

J&J MedTech: Embedding UCD in SDLC

Transforming global development process with agile UX

The Challenge: Johnson & Johnson MedTech needed to embed user-centered design into their software development lifecycle across global teams. Legacy waterfall processes, no UCD methodology, and resistance to agile ways of working.
DesignOps Framework built
100% Agile adoption
-60% Usability issues
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Insurance

Covéa: Scaling UX & Digital-First

Building UX capability from 2 to 15 people and launching digital proposition

The Challenge: Covéa Insurance (home of Provident) needed to pivot to digital-first customer experience. Minimal UX team (2 people), traditional broker mindset, and no structured UX capability across research, content, optimisation, or design.
2 → 15 UX team scaled
+47% Online conversion
68 → 77 NPS increase
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Results across engagements

Measurable outcomes from product, delivery, and customer experience work.

68 → 77
NPS increase from service improvements that boosted customer satisfaction
£1.5m
Annualised cost saving from service redesign and operational change
+47%
Online conversion through UX optimization and friction reduction
30% faster
Time to market by linking insight directly to delivery decisions
£40k+
Wasted spend avoided through validation before build
-60%
Usability issues through embedded UCD practices

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