Amongst other activities including customer centred evangelism to group ecommerce and business units, I’ve been leading BUPA’s largest digital transformation UX project as the sole UX practitioner.  It has quickly shown solid commercial value and allowed UX to make a step change within this global £5billion healthcare financial services company.

Results: Full lifecycle for 5 international extranets redesigned with no functional or infrastructure changes.

Launch metrics of a single site:

  • 45% increase in transactions
  • $ payments up 177%
  • Self service administration increased 1300% with no promotion.
  • Projected annual cost efficiency of £1.3 million

One of the sites looks something like this


















….but more importantly this is some of how I got there.[Gallery below may be slow to load]