Adding a feature that adds more friction to a journey is not something that a designer particularly relishes doing. Sky needed to introduce SMS multi-factor authentication to their Yahoo powered email service and later their account management journey to bring security up to standard. I took on the challenge of making a worse experience a bit less worse (or a bit more better?).
The Wickes kitchens proposition is one of the most successful sectors of the business. The online offering however, was lacking and the customer journey was flawed in many ways with hidden pages, incomplete and incorrect information. Stakeholders believed that an online Kitchen experience is the first step customers take before committing on a service direction.
