Ampersand

Ampersand is a design studio that partners with businesses to create experiences that work. 

Specialising in Design, Research and Strategy, we rethink what it means to design for users.  

Here's how:

We identify and balance risk. We design for the whole system rather than individual screens. We design for behaviour and context. But most importantly, we consider how products and services make people feel. Why? Because that's how to create experiences that people believe in.

Whether you're starting from 0, looking for strategic direction, or need extra pair of hands, we'd love to talk you!

Please DM, or email: hello@ampersandco.studio

(website launching soon)

Founder

birdie

Birdie is a B2B SaaS shaking up the Social Care space. Birdie's mission is to reinvent care through technology and enable older adults to age in their homes.

My role is responsible for the care management domain which spans from Care Managers assessing care needs, to Carers delivering care. 

The care ecosystem is complex:
→ Different care types, i.e hourly care vs Live in care vs complex care
→ Market segments, i.e VSB and SMBS vs Enterprise
→ Multiple persona types, i.e Care Manager vs Carer vs Regulatory bodies 

Above all else, the most important part of my job is thinking critically. Always. 

Why? Because medication schedules cannot be misinterpreted, or mistakes made.
It needs to be easy to use, but enough friction to reduce mistakes. It needs to be understood by people whose first language might not be English, and people that are time poor during a care visit.


Other key responsibilities:
- Lead full the end-to-end process , from discovery to design in my squad
- Work with the PM to shape the strategic vision for my squad, and wider product
- Conduct in-person field research with multiple user types to understand their needs
- Analyse insights from inbound and outbound data to identify both tactical and strategic opportunities across the ecosystem

Senior Product Designer

rehab_agency

rehab_agency is an innovation agency working with clients including: Google, Nike, Spotify, Disney and Meta across projects specialising in web3, AI, voice and AR.

Key highlight:
Leading a strategic discovery project for Google focussed on Generative AI.

Worked alongside creative strategists and technologists to understand how we could utilise emerging technology with Google's platform and technology

Blue Ocean strategy project. Undertook thorough desk research, qualitative research and facilitated workshops to uncover greenfield opportunity areas.

Senior UX Designer

SPARCK

SPARCK is a design services consultancy. 

Proudest projects:
- NHS Covid-19 Clinical tool that won a gold standard award 
- Led designer for a 4 month strategic vision project for a Tier 1 Bank


Wider responsibilities:
- Stepped into multiple roles as client's needs evolved, i.e Service Design, Research, PM.

- Facilitated workshops to uncover opportunities that aligned to tactical and strategic goals
- Mentored junior product designers, and helped to train 5 junior designers in the Sparck academy. 

- Defined and led culture initiatives that shaped the Product Design Practice and wider SPARCK.

Product Designer

Flutter Entertainment Plc

It's no secret that there's an ethical debate when talking about gambling. However, it was my role, and the other designer's around me to represent the user and understand the line between what's engaging and what's addictive. Honestly, this role emphasised the importance of design to advocate for users within a business. How are user's feeling? How can we provide trust and safety to them?

Key responsibilities:
- Challenge briefs and uncover the problem areas. Articulate findings through journey maps, wireframes and advanced prototypes that highlight user-needs.
- Understand behavioural design and cognitive biases, in addition to conducting research to uncover user behaviours and motivations.
- Collaborate with UI Designers, Product Managers and Developers to ensure solutions are technically feasible, creative, and answer user and business problems.
- Work closely with content design to ensure "betslips" were understood. Create visuals to breakdown complex terms and conditions
- Lead workshops with key stakeholders across the business to understand, define and ideate on the business and user problem areas.

Key achievements:
- Altered the trajectory of a project to focus on user needs by finding areas of opportunity through analysing and presenting research to directors.

User Experience Architect 

Numberfit

Key responsibilities:
1. Analyse existing websites by conducting UX audits, and deliver suggested designs based on UX best practices.
2. Advise on current design mockups, content hierarchy and understanding

UX Designer - Volunteer

DePuy Synthes Companies

Depuy Synthes, a company of J&J,  specialises in orthopaedics for joint replacement and surgical tools. I put people at the heart of engineering to design ergonomic tools and understand surgical needs and workflows.

Key responsibilities:
1. Thoroughly researched knee surgery - including on cadavers to understand surgeon’s workflow - for example, how much space/access they have to knee joints, where extra grip is needed. This greatly informed the physicals designs I created.

2. Produced design visuals, storyboards, graphics and CAD, and physical 3D models to communicate design ideas to the team and answer set briefs. 

Key achievements: 
1. Designed a surgical tool that would help to improve surgeon's workflow and was consequently taken to a usability lab
2. Designed and carried out user testing protocols with “voice of consumers” including specialist surgeons in usability labs to identify pain points.

Industrial Design and Human Factors FTC

At the beginning of the year, I embarked on the adventure of a lifetime and took 5 months to travel Southeast Asia and Australasia.

Travelling - 5 months

Oxford International Education Group

Summer school role.
- Promoted to senior management team following a successful year as an Activity Leader the summer previously
- Managed a team, including a Welfare Assistant to ensure the well-being and involvement of students- Responsible for handling dietary requirements for meal times and liaised with catering staff to ensure these were met

Welfare Manager  at a Summer School

Loughborough University

The Epi-pen redesign (named Totem), reduces both primary and secondary users anxiety before and during an anaphylaxis reaction. I completely redesigned and design engineered the mechanism to have a less aggressive form of actuation, a discrete form (especially to allow men to carry it in their pockets) Additionally the device incorporated electronics to aid with administering the injection as well as temperature tracking and reaction tracking.

**Key responsibilities: **

Concept generation and brief creation.
In depth research including interviewing users, reading journals and medical data to identify pain points and ultimately define the user needs.
Extensive sketching, iterative prototypes (digital and physical), journey maps, users flows, moodboards, user testing, mechanical analysis, and documentation. 
Key achievements:

Successfully created a fully functioning physical prototype that can administer a dose of epinephrine, an aesthetic prototype, in addition to designing a clickable app prototype.

Epi-pen. Patent Pending 

Hey, hello, hi!
I'm Emily, and I put people back into the heart of designing experiences.

Somewhere along the way we got swept up in only designing MVPs, only considering ideal users, and leaving people feeling like edge-cases. I'm here to change that.

I design experiences by thinking of the overall system, and considering people's behaviours, emotions and context. Most importantly, I help you think about risk; aka thinking about what can go wrong, so we can design against it.

Here's how I can help you:
- Design solutions with impact
- Identify tactical vs strategic bets 
- Uncover areas of opportunity and growth
- Design for context, behaviour and emotions
- Connect design outcomes <> business outcomes
- Uncover risks in your service and process
- Consider the overall system experience - not just the screens

Design isn't just about how it works, or how it looks. It's about how it makes people feel.

I'd love to hear about how I can help you. Drop me a message on LinkedIn, or send an email to: hello@ampersandco.studio

And if you don't have a project, I'm always down for a coffee chat!

Emily Anderson

I use this table on almost every project

It depends what I’m working on, but whenever I start something (whether it’s with a new client or a new project), I use this to help keep us honest about what we actually know vs when we’re building on assumptions

Otherwise, context and decisions get scattered, or lost when people leave 

It’s a working doc that evolves as we learn more and prove / disprove things, but it helps to understand:

→ What’s actually true vs what’s an assumption?
→ What’s the risk or impact of it?
→ What questions do we have?
→ How could we find the answer?
→ What do we need to prioritise?
→ What evidence do we have to support it?

I’ve found it really helps to encourage teams to step back and keep aligned so thought I’d share. It can also be used alongside things like assumption mapping workshops

It should be pretty straightforward to recreate, but shout in the comments if you want the Notion link to start making it your own

Designer | Reducing risks to users and businesses | Founder, Ampersand | Speaker

Screenshot of an assumptions tracking table with multiple columns. 

The table has multiple columns to track project assumptions. Each row includes the assumption type (Assumption or Question), current status (True, False, Unknown, or Answered), risk level (High, Medium, or Low with rationale), research methods, priority level (P1, P2, or P3), and supporting evidence. 


Strategic is a funny word. It gets dropped into a conversation, everyone nods and agrees we need to “be more” of it, but it gets thrown around so much that it’s hard to understand what it actually means

I’ve had this same conversation many times:
A: “The designers need to be more strategic”
B: “Ok, what do you mean by that?”
A: “Well, they just need to be less tactical”
B: “Right, so what do you expect to change?”
A: “They just need to think more … strategically”

It’s hard to grasp exactly what people expect sometimes, but it’s often easier to understand through actions. So if you want show you think strategically, or you need a way to explain what you mean, here’s a few things you can start doing:

→ Frame root causes
Don’t take the problem at the surface level - uncover if we’re solving the real problem, and why it matters

→ Understand the broader context
Think in systems, and consider the wider experience - not just the screen you’re designing (e.g map the overall experience including internal teams like support, onboarding, etc)

→ Consider the risks, constraints, and trade-offs
Identify what will happen if we do this, or don’t do this. When you explore designs, show the benefits and drawbacks of options and why. Challenge if we’re making long-term trade-offs for short term gains

→ Use “which means” in your mindset
Whether it’s making decisions, or framing research, talk about the impact. Thinking “which means that” will help you to start considering the knock-on effect (e.g instead of: “users clicked this”, say: “users did XX which means YY which impacts ZZ)

→ Dig into outcomes and metrics
Not everything can be measured, but spend time to understand how the problem and solution ties to product metrics and business outcomes. Use evidence to inform decisions rather than opinions

You essentially want to be seen as helping to shape direction rather than just execution. That means digging into root causes, influencing what's built, and tying to impact

BUT, the big caveat is that the right conditions need to be created for designers to be strategic in the first place. Designers need to be invited into conversations early, given space for strategic thinking, and empowered to actually influence decisions

At what point does “helpful” actually become harmful?

Everything is trying to predict what we want, what we’ll do next, or say next. But what happens when the predictions are wrong? Or they’re actually triggering?

I was sending a message recently and started typing “I’m so sorry for…”
The next word I was going to type was “forgetting” but instead, the words “for your loss” popped up. It might look like a minor thing (it’s just words… right?). But if you’ve experienced a loss, this could be the reminder that sends you into a spiral

We’re moving deeper into an automated world where we’re encouraged to design solutions to make things faster, more efficient, and “optimised” for users. But where can we design guardrails to ensure we’re not actually causing harm? Especially as AI is embedded into more and more features which means a heap of bias and assumptions baked in

For “smart” solutions that look for patterns and make predictions, we need to ensure we’re not just building for the average, and instead we still create experiences that have nuance, understand people’s context, and emotional state. I’m not just talking about loss either - every product has the potential to cause a negative impact in *some* way

So whatever we design, we need to keep asking:

→ What could go wrong? How could we be causing harm, even if unintentionally? And how can we mitigate it.

→ How can automation be brought together with thoughtful, responsible design?

→ How might people’s situations change, and how can it adapt to that?

→ Do we understand people’s emotions and context?

And, just because we can build something, should we?

The worst workshops are the ones where you spend the whole time panicking about if your ideas are “good enough” rather than being able to focus on coming up with ideas 

The ones where people talk through their ideas and say: “Ignore how bad it looks” or “I didn’t have anything different to other people, so stopped”, or worse, when people drop in the chat: “brb, door” *turns camera off* just as a way to get out of it

I’ve been there, and to be honest, I’ve probably facilitated a few workshops like that before too

Workshops can be BRILLIANT, but they can also create unnecessary pressure and anxiety - especially if we don’t recognise that not everyone’s brains work the same way. Some people are super confident to draw their ideas, but others might be a lot less visual and prefer to write things down

After running countless workshops, I’ve found that the best way to make them better is to encourage people to ideate in whatever format is best for them. It might seem obvious, but giving people more flexibility will absolutely lead to better ideas

So here's what I do. Before starting, I briefly walk through examples of different ways to explore their ideas:

→ Draw on paper and upload a photo
→ Write it down 
→ Create scrappy wireframes 
→ Use screenshots of other products as references
→ Prompt using your AI tool of choice

It doesn’t matter how ideas look, what matters is creating a space for people to do their best thinking. That way, the focus changes from “ahhh how do I make it look less bad” to actually letting the ideas flow

So the next time you’re prepping a workshop, try adding a section to encourage different ways of thinking. Anything we can do to create a safe, judge-free environment is always a win

When was the last time you asked: “what’s *stopping* users from using it?” 

When we’re trying to alter user behaviour, it’s really easy to ask: “how can we get users to do [this thing]” 

(Things like: how can we encourage them to sign-up, make playlists, log workouts, delete emails, etc)

But if we reframe our thinking to consider the barriers, it can help us uncover angles we might not have considered before

We might realise that users actually *want* to do it, but they can’t - there’s something in their way

Maybe it’s effort (e.g if switching energy providers feels like a faff, they won’t - even if it’s cheaper). Maybe your product doesn’t integrate with their systems. Maybe they can’t use it because it’s not accessible. Or maybe the barrier in their way is emotion

Facebook Marketplace is a good example of considering barriers ↓

Imagine you’ve had a clear out and want to sell a bunch of things. But, the items were gifts from friends and you’re worried they’ll see it

No matter how easy it is to sell with FB, you don’t want to - you don’t want to upset them, or feel caught out. Those emotions stop you from using it - they’re a barrier

But that’s why FB is a great example:
They’ve created a setting that lets you hide sale items from your contacts

That setting helps to remove the emotional barrier. It might look small, but it could be the difference between selling with FB Marketplace vs elsewhere
— 

I find that a small shift in thinking (particularly in early conversations) can really help to open-up different conversations with the team

So, the next time you’re thinking about user behaviour, try asking:
→ What’s stopping them from [doing the thing]?
→ What barriers could exist?
--

p.s I’ve been selling a bunch of things to desperately try and make space for when baby arrives, and it’s been interesting to compare the selling experience between different platforms (FB Marketplace, eBay, Vinted)

Kae Anderson, CPACC

The Reserves Network

I'm doing a contract for Houston Community College to help make their websites more inclusive and accessible. I work with a small team of accessibility specialists to do accessibility testing on the school's websites.

- Moving the college toward the goal of accessible websites by testing and auditing 30 sites with JAWS, NVDA, WAVE, ARC Toolkit, SortSite, WebAIM Color Contrast Checker, ZoomText, and accessibility bookmarklet tools
- Tracking results by documenting findings in Smartsheet using a modified VPAT (Voluntary Product Accessibility Template) / ACR (Accessibility Conformance Report)
- Guiding more than 100 HCC staff members toward accessible content creation by building live and on demand training curriculum and educating staff on Title II, Section 508 and WCAG 2.1 and 2.2 AA web accessibility standards
- Improving access to PDFs by testing documents and documenting issues
- Providing HCC’s legal team with accurate information by assembling reports for tested sites
- Maintaining long-term accessibility practices by setting up automated scans in ARC Monitor
- Ensuring accessible outreach for current, future, and former students by creating a testing matrix for HCC’s social media sites and testing 15 of the school’s social media accounts
- Improving communication by identifying possible misunderstandings and using clear language
- Prioritizing multiple assignments and navigating quick turn around times responsibly
- Collaborating with fellow accessibility specialists and stakeholders in Microsoft Teams and SharePoint

Digital Accessibility Specialist

Freelance

I’m an inclusive design consultant, and my job is to help you make your site work well for as many people as possible. I'm available for freelance and contract roles, and I'm available for relocation to the UK and Europe.

What do I do? I work with a wide range of people and companies to review what's there and add in accessibility and inclusivity.

Most of my work is with two different groups:

1. Designers and design teams
- I help designers learn about inclusive design through education and enthusiasm
- I review wireframes and find ways to make things more accessible (most accessibility issues start in the design phase)
- I work with cross-functional teams to help the hand-off process go smoothly so that devs know what the design intent is

2. Entrepreneurs and small business owners who have their own site
- I review websites to find accessibility issues that could be blockers for people
- I help find ways to make things more inclusive
- And I bring an external perspective, so I can share what someone might experience when they come to your site for the first time

Things I can help you with:
- form design
- user flows
- content design and UX writing
- accessible design systems
- brand colors
- AI accessibility
- CTA text
- native mobile accessibility for apps

I have availability for more clients - message me for more info (feel free to connect if we aren't already)!

This is Inclusive Design

I joined an inclusive design consultancy where we're focused on helping companies increase the accessibility and inclusivity of their sites.

Freelance Inclusive Designer 

Your company's name can be here!

My previous contract ended (CVS laid off more than 5,000 people and I was one of them) and I'm available for a new role! 

+ I have 5 years of experience in digital accessibility at Fortune 100 companies 
+ I've worked in a remediation role (finding and fixing existing issues) and a preventative role (working with designers and content specialists to build inclusivity in from the wireframe stage)
+ I love helping technology professionals understand the impacts of the things they create
+ I'm open to lots of different types of roles: contract, contract to hire, direct hire, and freelance positions are all fine
+ I have experience with accessible design, inclusive content, wireframe and code reviews, creating documentation, WCAG standards, and document remediation

Ready for a new Digital Accessibility Specialist position

Onward Select

I contracted with CVS Health, a leading health solutions company in the US, and I worked with a group of designers, design managers, and content specialists to create inclusive designs. My role was to help prevent accessibility issues (redoing code can increase the cost by 10x). I was on the Account team, which was focused on improving log in, sign up, onboarding, password reset, and the account landing page for millions of CVS's customers. 

+ Increased the inclusivity of vital site pages by collaborating with multiple design teams as they created and updated their designs in Figma
+ Caught potential issues before they ended up live on the CVS website, and worked with designers to find options to improve inclusivity
+ Introduced accessibility information to designers and developers gently and with enthusiasm, which won over people who were previously not familiar with or not interested in it
+ Identified places (like help text, headings, and CTAs) where words matter most, and worked with content specialists to communicate in a clear and straightforward way
+ Created accessibility annotations to help developers understand how to turn the designs into code, and to help accessibility testers confirm that the designs were implemented correctly
+ Worked with accessibility engineers, developers, and designers to fix more than 100 existing accessibility defects
+ Implemented documentation to keep track of accessibility defects, which helped find patterns and training opportunities over time
+ Started learning about app accessibility

Accessibility Designer

HealthTrust Workforce Solutions

Started a different contract in the same role, and worked to improve website accessibility at HCA Healthcare by joining the newly formed Digital Accessibility and Compliance department. HCA Healthcare had more than 800 websites.

+ Served as an accessibility subject matter expert for teams by answering questions and determining where additional training is needed
+ Worked with developers to help prevent accessibility issues on sites as they were built and updated
+ Performed QA checks on new site builds
+ Tested and reviewed third party products (using NVDA, manual keyboard testing, and color contrast checks) before they were added or embedded, and provided feedback to the vendor if they weren't ready to add
+ Used Axe Monitor and Siteimprove to run regular automated checks on websites and fixed issues that come up as sites were changed

Robert Half

As the internet becomes a necessary part of our lives it's growing increasingly necessary to have accessible websites. I worked on a remediation project with HCA Healthcare's Web Shared Services team to ensure that their division, facility, and specialty websites are accessible and inclusive for all users. 

+ Performed document checks and remediated PDFs to make sure they had appropriate tags
+ Created new web pages using HTML and Bootstrap to replace inaccessible PDFs
+ Added caption files to videos on YouTube
+ Found broken links and misspellings and corrected them
+ Audited images to make sure they had appropriate alt tags and made updates when they didn't
+ Trained new members of the accessibility team
+ Wrote, updated, and edited instructional documentation and resources

+ Used my knowledge base to be useful and productive on the first day of a new role
+ Worked on a major WordPress content migration project by moving posts and performing QA

WordPress Contractor

Springboard

I completed a UX design program at Springboard, an e-learning platform. Springboard has a curated curriculum made up of the best UX content from around the internet. As part of the certification process I completed a capstone project, which you can read about it on my site (kaeanderson.com/work/reika.html) or see the PDF below.

UX Design Student

Kaizening

Gained marketing, design, and SEO experience by working with a startup lifestyle/self improvement blog.

+Improved email subscriber count by 30% by redesigning CTAs for visual design and accessibility
+Updated the UX design of a lifestyle blog’s WordPress site
+Learned how to use Google Analytics and Yoast SEO to increase traffic to the company’s site

Marketing & UX Design Intern

Axcess Coaching

Learned about WordPress development by working with a startup that helps junior high and high school athletes train more effectively.

+ Worked with a development team to create Axcess Coaching's site
+ Learned how to manipulate themes and use Visual Composer
+ Made and updated pages on the WordPress site

WordPress Development Intern

Hi, I'm Kae! I've always been curious about people (that's why I have a degree in anthropology!) and I love the internet. I made my first website on Angelfire when I was 14 - it was an *N Sync fan site with a glittery banner and a guestbook. Now I'm using my ability to empathize with people to create positive digital experiences that everyone can use.

A few years ago I was working at a healthcare company, and part of my job was answering calls and emails on a helpdesk. I spent part of each day helping people understand a third-party software system. Training them saved us millions of dollars in potential lost revenue (it was too easy to push the wrong button and send things into the abyss), but it also meant I wasn't doing the rest of my work. 

That experience made me realize I want to create products that people don't have to contact a helpdesk to use, and I decided to learn more about building websites. In 2017 I went to The Iron Yard for front-end development. But it turns out devs don't have to make a site work well, they just have to make it work technically. So in the spring of 2018 I did a UX design program through Springboard. 

After finishing the program I looked for a UX role and ended up finding an accessibility position instead, which turned out to be the perfect fit. Now I get to focus on making digital products that are usable by whoever wants to use them.

I love working on the design side of accessibility. That can be with a creative solo entrepreneur who has their own website, or with a design team at a big company. Most accessibility issues can be fixed in the design, and it's where the ideas and opportunities are. 

I'm looking for a new role, and I'd really like to keep working in this field!

If you're curious about who I am as a person here's some info for you! 
- I love traveling (I've been to 27 countries - the Scottish Highlands, Prague, and Buenos Aires are my favorite places so far)
- I like reading (I own more than 900 books), watching cozy TV shows (I love The Repair Shop and Home Town), and the Oxford comma
- I'm an INFP, Enneagram 4w5, Adobe Thinker, and Sparketype Essentialist - I love learning about an issue, organizing the data, and getting excited about how we can make things better

You can check out my portfolio at kaeanderson.com, and feel free to reach out and say hello!

(The opinions I share on LinkedIn are my own and not affiliated with any company.)

Accessibility Specialist

Hello! I’m back with resources for accessible data visualization! Making things like charts and graphs accessible can be a little intimidating. There are lots of things to think about, like color contrast, keyboard access, and text descriptions. 

These resources will help you figure out how to make your data accessible!

Articles
- Beyond Basic Alt Text – Charts, Maps, and Diagrams from Equidox PDF Accessibility Solutions - 
https://lnkd.in/eV48KyA7 

- Chart accessibility best practices by Denis Kryukov - https://lnkd.in/eqQqB3_k 

- Create Accessible Data Visualizations from UMass Boston - https://lnkd.in/e_hF_5RB 

- Data visualisation: charts from the Scottish Government Design System - https://lnkd.in/epbT5zCf 

- Data visualizations from the USWDS - https://lnkd.in/eCBwJXtx 

- Designing a more accessible flood map by Dan Leech - https://lnkd.in/eyu6-ubD 

- New software enables blind and low-vision users to create interactive, accessible charts from MIT - https://lnkd.in/e5UaJia2 

- Writing Alt Text for Data Visualization by Amy Cesal - https://lnkd.in/eVSHyJjt


Sites

- Chartability - https://lnkd.in/eNi8h2qU 


Videos (all are on YouTube)

- Accessibility Fireside Chat from Data Visualization Society (57 minutes) - https://lnkd.in/eKSvZb7h 

- Accessible data visualizations (charts and graphs) from Pope Tech (8 minutes) - https://lnkd.in/ehTZD685 

- Accessible Data Visualization for Screen Reader Users by Jonathan Zong, PhD (49 minutes) - https://lnkd.in/euU4rjZB 

- Accessible Data Visualizations 101 by Sarah Fossheim (51 minutes) - https://lnkd.in/eVP9nveu


Small changes can make a big difference here. If you have other resources we should know about then please share them with us in the comments!

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Open video: Accessible Data Visualizations 101 - axe-con 2021 on youtube.com

Accessible Data Visualizations 101 - axe-con 2021

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Emily Anderson

Kae Anderson, CPACC

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