The National Lottery needed an Experience consultant to offer guidance on number of projects, from various online campaigns to help with one of the largest transactional sites in the UK. I had to develop an extensive experience strategy, as well as delivering standard UX outputs such as heuristic reviews, wireframes, user flows etc.
When I was working on the e-commerce platform, it allowed me great insight into how most lottery customers don’t think of playing the lottery as gambling, but they know that scratchcards are. When I was working on the charity platform, it was interesting how humble the organisation was expected to be by consumers because of the ‘taxing the poor’ label lotteies had attained over the years.
Throughout I worked closely with my team to shape very challenging projects into a very productive ones. However, the organisational and technical complexity was so vast and the sheer breadth of touchpoints and pillars so great that my service design mentality was greatly tested.