Thunk Ltd.

Working with businesses and organisations across industries. Providing digital product design & research, leadership, strategy, mentoring, hiring design teams, increasing internal design capabilities and design sprint facilitation.
Clients include: Twitter, Reed, NHS, Fine + Rare, Sensat, Babylon Health, Premier Farnell, Forward Partners, Virti Health, FitXR and some other cool start-ups you've not heard of (yet).

Research Partner

NHS Digital

- Design / Research lead for the discovery of a digital prescription concept that was used within the NHS App and in third party apps. 
- Design lead for clinical and data products working in multidisciplinary teams.
- Facilitated numerous co-creation and design thinking workshops, design sprints and profession away days.
- Hosted the ‘Design for Voice’ workshop as part of Leeds Digital Festival 2019.

Senior Interaction Designer

Sky Betting & Gaming

- Implemented Lean UX methodologies as part of the discovery and product design process.
- Established fortnightly user research as standard.
- Persuaded the business to install a £30,000 user research lab.
- Led a team of experience designers.
- Facilitated regular design thinking workshops to generate opportunities spanning the whole sportsbook product.

User Experience Lead

DAZN Group

- Responsible for creating the design and research strategy within the consumer facing business.
- Built a UX team from the ground up.
- Led the team that worked on the responsive redesign of goal.com. Increased key metrics for the live match experience on Goal.com by 48%, whilst notably improving the user experience across multiple platforms.

UX Manager

Senior UX Designer

- Lead UX on an automated home R&D project. Ethnographic research using early adopters of home automation.
- Lead researcher for Home Broadband end-to-end setup experience both on and offline.

Senior Service Designer

Usability Specialist

Orange

- Lead UX researcher of the first batch of Orange apps for release one of the iPhone (in 2007)

- Practicing, evangelising and providing consultation on User Centred Design

- Planning and facilitating usability testing on prototypes for mobile Internet, mobile applications, and web.

- Interaction design, user experience design and information architecture for mobile and web platforms

Design of products and services across mobile and web platforms. Diverse skill-set spanning across all disciplines of UX Design, allowing for cross-functional performance. Core focus was on the design of Orange World mobile portal.

- UI and Interaction designer for Orange Music Player (Symbian App and Web UI).

Product, Interaction & Visual Designer

Australian Broadcasting Corporation

(Short-term contract)

Produced HTML/CSS and Flash content for the Rollercoaster (kids) section of the site. Projects included actionscripting for Cartoon games and creating a media player in Flash.

Web Developer

Timetracer Technologies

Responsible for the design of all on and offline media, including website, company logo and business cards. Acted as usability consultant for the company’s software development team, advising on UI and user experience issues.

Web Designer & Usability Consultant

Brand New Media

Worked individually and in small production teams to design for Web, CD-ROM, Print and Interactive TV media. Working with many large international clients, created and maintained several high profile content managed web sites. Also created company style guidelines and rich media advertising campaigns.

Designer

Designing effortlessly intuitive digital experiences that solve real problems is what drives me. I aim to right the digital wrongs. 

I love analysing the world around us and making sense of how people behave. I use research to inform strategy and design of digital products and services. I have been a multidisciplinary designer & researcher for over 20 years. I have led teams to act as human-centred design evangelists. I focus on collecting insight around user needs to filter to all areas of a business. By balancing business objectives and with the needs of the user, I help design better outcomes. 

My work spans diverse challenges and customers. I’ve built and led design / research teams at Sky Bet and Goal, and in my 23 years in this industry I’ve worked with Orange, NHS, EE, ABC and some pretty cool start-ups (that will soon burst on the scene).

I love making professional acquaintances. Reach out if you want to talk user experience, digital products, design, human behaviour or my personal passions – running and camping. 

► About Thunk –

Thunk transforms businesses with digital product design.

With an ex-Google designer as our founder, we're a bunch of vastly experienced designers and researchers whose focus is the design-led transformation of products and businesses. We deliver true value every day, and form meaningful partnerships with the businesses and organisations we work with. 

We do two things really well:

★ Design world class digital products and services.
Alongside your teams, we create, improve and reimagine the future, using our design-led processes to exceed desired outcomes.

★ Increase the design maturity of businesses and their teams.
With our decades of experience in improving design maturity within organisations, we take teams and companies to the next level.

We've worked with: 
Twitter | Reed | NHS | Farnell | Sensat | FINE+RARE | + Many More

Book a free consultation here https://calendly.com/thunkltd/intro-to-thunk


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Specialties: User Research | Digital Product Design | Creative Innovation | UX | User Experience | Design Strategy | Project Management | Growth | Mentor | Consultant

Paul Hill

BT Group

A parallel assignment for EE, focused on delivering a new contact experience on a REACT platform, enabling future developments through API integration. Running a squad including a content designer, React developers, product designer and using a BA to support. Doubling up as a scrum master to ensure good agile practices and consistent squad performance.

Digital Product Owner, Contact Capability, Help Content and Community

Working with conversational and generative AI. Leading an agile squad developing sophisticated, multi-turn Dialog Flow-based chatbot conversations, delivering an excellent CX, strong resolution and containment rates using in-conversation integration into backend systems.

Digital Product Owner - Conversational AI

Codurance

Product Management in Codurance provides fluid exchange and logic between the Problem Space of users’ needs and pain points and the execution and development within the Solution Space to generate viable and valuable products for customers that deliver on business goals. I work with clients across multiple domains, supporting them to maximise ROI on products, create the most efficient delivery processes possible and develop metric frameworks to clearly demonstrate success against customer and business goals.

Senior Product Manager

Stuff

Successfully delivered an in-house content authoring tool used by 400+ journalists every day to complement the existing Adobe Experience Manager platform used for publishing to apps, mobile, and desktop web. Managing content and automation, including partner content ingestion, and robot writing, across platforms and tools including Wordsmith, IBM Watson, and Adobe Experience Manager. Utilizing agile development methods with a squad of developers, testers, and a BA and external vendors.

Senior Product Manager - Content & Automation

Accountable for the optimisation and development of the Home and Contents insurance digital products across multiple brands (State and AMI), and development of future Buy Journeys. Product Owner in a cross-skilled agile team.

Senior Digital Product Owner

Vodafone New Zealand

Full-stack ownership of an IBM Watson-powered chatbot that delivered more than 180,000 conversations with an accuracy rate of 90% and a consistently high CES of 5+ across 6 key areas of value for the business. Product Owner for a squad of 9, one of the first agile squads in Vodafone NZ, acknowledged by IBM as a truly customer-centric and world-class agile squad. Fully conversant on Atlassian tools - JIRA and Confluence.

Inspired winner for Q1 2015/2016

Product Owner, AI & Automated Support

Line manager for a team of 7 that consolidated multiple Knowledge Bases into one pan-business KB that served both internal users (frontline teams) and the public – web pages and FAQs. Additionally, Community Manager for the Vodafone Community, a social forum on the Lithium platform with more than 45,000 members. Continuous improvement in TNPS scores across web and FAQs providing self-service information to customers.

Channel Manager, Help & Support

Created and managed a design/UX team of 4 and a content team of 6. Team was responsible for designing digital experiences, building them in a CMS (Oracle Web Centred Sites) as well as BAU maintenance of that content, which included marketing promotions, product info, help content, video and interactive tools, aligned to outbound marketing activities. Direct responsibility for design/UX, information architecture, content quality and onflow into sales funnel/self-service content. KPIs included TNPS, CES and self-service and sales results. Worked with partners such as Optimal Workshop, Oracle and more.

Digital Content Manager

Responsible maintaining and development customer-facing help content and services on mobile and the web, including a Community service based on the Lithium platform, FAQs and web content across the Vodafone website, supporting sales flows as well as dedicated Help channels. Additionally, responsible for developing and maintaining internal support content using Oracle Service Cloud products, and line management of a team of 4 content producers.

Help & Support Content Manager

Responsible for customer experience of Vodafone digital properties including web and mobile site design and apps, I built and led a team of 8 covering visual, interaction and experience design, site architecture, content creation and management.

Web Design & Usability Manager

LeftClick

Emigrated to Christchurch from UK, managed clients as large as Ravensdown and as small as a local shoe store, providing digital transformation consultancy, UX/UI design for websites and mobile apps. Successful design, build and launch of travel and other commercial websites, mobile apps for wheelchair users.

Senior User Experience Consultant

Worked pan-European, leading a blended onshore/offshore team developing digital properties on a new CMS platform. Skills applied included UX, UI, SEO, IA, UCD, and proposition planning and development. Results included successful launches of music, women’s, entertainment and news channels across UK, France and Germany.

Senior Manager, Experience & Proposition

Business owner for the digital Entertainment portfolio including music, video, games, TV, Kids and Film. Responsible for channel strategy including content, partner management, budgeting and delivery. Results included relaunch of a revamped radio channel, HD video music events involving Crowded House, Sugarbabes and Amy Winehouse with live events transformed into digital content including commercial partnerships with record labels. Managed a team of 8 content producers.

Head of Entertainment

Business owner for the music channel portfolio including streaming music video and radio, live events (Aol Sessions). Strategy and commercial management of partners including major and independent music labels, radio and TV stations. Results include a number of successful live events, relaunched radio and video platforms and strong unique visitor traffic growth through channels supporting ad revenue.

Head of Music

Eoncorp

Freelance digital consultant providing digital strategy, content management, team structure advice and more for various clients including The British Council.

Digital Consultant

Digital lead for 6 Music radio station developing and executing content strategy across web, interactive TV, mobile and digital radio platforms. Results include design and launch of successful website, interactive events including Glastonbury and live music sessions as well as BAU products for digital radio such as text services etc.

Also, Interactive lead for 5 Live managing a team of four integrating news and sport radio and interactive output, across web, interactive TV, mobile and live text with radio platforms covering news, current affairs and domestic and international sporting events.

Senior Interactive Producer

SonyBMG/UMG

Digital music startups supported by Universal Music and Sony BMG, GetMusic was the online equivalent of MTV, while Pressplay was an early mover in the digital music service space based on the Windows Media platform. Successful launch of European website and early iteration of music service.

Operations Director, GetMusic / Pressplay

I am a product manager and digital specialist with deep experience in product ownership, strategy and delivery. I am known for delivering quality products and services to market, empowering successful teams through servant leadership while working in the UK, US and New Zealand. I am skilled in digital product management and strategy, user experience design, co-creation. I am an IC-certified agile practitioner and product owner, as well as a trusted and respected people manager.

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