Principle Designer July 2019 – Present
Refinitiv Workspace gives you access to the broadest and deepest coverage of financial data, news, analytics and productivity tools in a highly customized experience – on desktop, web and mobile. Access unmatched financial data, news and content coverage in a highly customized workflow experience built just for you. Work faster and smarter on your preferred device, at home or in the office.
Help & Support toolset
My work at Refinitiv has been establishing a cluster of in-platform help micro-services to raise and track support cases through to resolution. These services include Help: Chat, Email, Phone. In addition to these channels, we offer a searchable, context-aware support documentation system; to promote self-sorting. This is focused in several ways: default view delivering the most accessed content for any given user type. This can be searched to focus on any given topic. Finally.. the user’s context can be drawn from the platform to filter down to materials for apps and data running in the platform.
The future view of the Help system will deliver a single, digital, triage chat service. Capable of managing customers into Help and Support service funnel. Supporting these services with a searchable, context-aware help content repository, capable of delivering content for new and migrating users, software updates, filtered by role and experience. The long-term goals of this work are to lighten the load on the front-line support team, accelerating time to resolution with the capacity of automated high-frequency, low complexity tasks.
Additional threads next-generation of service channels: further work focussed on Feedback and Getting started. Near sight of these projects were to get simple agile projects up and running, while the more distant view aimed at creating a sharper awareness of who our customers are, what they are doing and what they need to do it.
My work also covered an admin tool that allowed bulk profiles set up for companies, teams and groups. Designed to allow admins to associate homepages, tilesets and templates to organisations, groups and individuals. This project ran for the entire period I was working on Workspace. This work naturally fed into a project to build and install wizard for desktop set-up; allowing users a variety of install options in the form of a step-by-step installer.
A wide range of tools and techniques were used to define and prove out concepts
opportunity mapping, competitor analysis, system thinking, user testing, content strategy, navigation mapping
“Paul is a highly experienced and extremely multi-talented User Experience, Product & Service Designer. I have worked with Paul at two places now (Lloyds Banking Group and Refinitiv where he has been Lead Designer on various large projects covering complex ecosystems and customer journeys. His work has been nothing short of phenomenal in his attention to detail, design thinking and delivery outputs. Whether it’s workshop facilitation, driving user testing sessions, prototyping, simplifying an overly complex information architecture or unintuitive workflows, UI and interaction design, Paul is your man. I have absolutely no reservations in recommending him to any design team and he would always be one of my first top hires if I were to build and run my own team.”
Yooch Wan Principal Designer (Product | UX) at London Stock Exchange Group (LSEG)