https://www.nicowiggin.co.uk/about daily 0.75 2025-08-05 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/d4def9f3-d804-49e6-8f24-33c2b9d0842a/75_COL_Wiggin_family_183A45571795.jpg About https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/df671719-4513-4979-b25d-e7388e6911d1/IMG_2103.JPG About https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/d1c70eb6-07ce-4338-a2b6-3cf9d491eab0/IMG_0102.JPG About https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1616494134865-RHQAJ2QCUYDBXJ0CUV2H/IMG_2263.jpg About https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/a58d7ddf-e857-4382-81b4-5f2418f68c87/IMG_2021.JPG About https://www.nicowiggin.co.uk/contact daily 0.75 2021-03-29 https://www.nicowiggin.co.uk/projects daily 1.0 2026-05-08 https://www.nicowiggin.co.uk/projects/sequestwork monthly 0.5 2023-02-02 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1631105969719-230BYR38JPDUGLS6BT2J/Concerned+Connie.png Projects - Sequest - B2C Carbon offsetting app - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1631106084872-TQDNP3T993MCHEZ0O6AI/Paul.png Projects - Sequest - B2C Carbon offsetting app - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1631106730783-ORAP3731Q7TJCMFR5TYH/Frame+540.png Projects - Sequest - B2C Carbon offsetting app - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1631106961014-7XDVUM6JPER068R8BGZG/Change+is+Coming.png Projects - Sequest - B2C Carbon offsetting app - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1631108005145-PLWVOWIB76LR5NR9PYMH/assumptions1.png Projects - Sequest - B2C Carbon offsetting app - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1631108612631-SWIH9O0H4B8KG49HR74F/loginpage.png Projects - Sequest - B2C Carbon offsetting app https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1631108773879-4H8H2QLUQACWT2VTXRCR/ONBOARDING.png Projects - Sequest - B2C Carbon offsetting app - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.nicowiggin.co.uk/projects/brandwatchreporting monthly 0.5 2023-01-23 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/91c7d6e7-1f7d-44fa-b08c-9d7f7e486bc9/logo3.png Projects - Brandwatch - Helping users share insights more efficiently - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/76382c9c-45c3-4ac0-bd4d-62e13207216d/fullstory6.png Projects - Brandwatch - Helping users share insights more efficiently - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/dc8b1a1a-3cf9-4055-b0a6-cd3c11b55d94/V%26R_+Ideation+Session+-+Exporting+Dashboards+-+Ideas+.jpg Projects - Brandwatch - Helping users share insights more efficiently - Make it stand out Ideation workshop results https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/d4da8eea-3243-4829-a0af-0e008ed739da/V%26R_+Ideation+Session+-+Exporting+Dashboards+-+Frame+3.jpg Projects - Brandwatch - Helping users share insights more efficiently - Make it stand out Collaborated with PM on user story mapping https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/ed31ce99-1600-4963-99d2-029afa3fcb65/fulldesigns.png Projects - Brandwatch - Helping users share insights more efficiently - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.nicowiggin.co.uk/projects/orangeevents monthly 0.5 2025-02-12 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/8acdcd46-ee69-4540-b396-2216316f3982/Instagram+story+-+14+%281%29.png https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/a827a8f3-dc3d-4317-ba6a-5a6354c8d275/Instagram+story+-+15+%281%29.png https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/0010daae-cfcf-48a5-b9c2-5d2848407e8b/Instagram+story+-+17.png https://www.nicowiggin.co.uk/projects/stagecoach monthly 0.5 2025-08-05 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/79c3792e-eed6-427a-a671-589f81345188/Slide+4_3+-+6.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/fc0eacb0-152d-4de8-bfdc-d87f4a8d0825/Frame+33549+%281%29.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out The existing Stagecoach experience https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/cdc6642b-212d-40aa-9cb8-1e7516f881e1/Stagecoach+%281%29.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Identifying pain points, stand out moments and data hotspots https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/31f87b2b-995b-47c9-879e-d50f6383c683/Stagecoach+-+Frame+24.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Summarising findings per journey https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/0f3826f1-df43-4d60-826a-d15014113d06/Stagecoach.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out App Map https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/6707c830-c909-41bf-b736-9140ec98468b/%5BEXT%5D+Stagecoach+x+Bernadette+_+Research+Playback.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/d9f82343-11a8-48fc-83d9-b0ab63434c90/%5BEXT%5D+Stagecoach+x+Bernadette+_+Research+Playback+%281%29.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/3ce309f3-8f30-4eec-87c5-01dd50a13b8a/AreaOfOpportunity+%281%29.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/ac327591-fce3-479a-8acc-734e01b2057d/AreaOfOpportunity+%282%29.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/dc184290-6cd6-432f-971c-4c2eb5d81d19/%5BEXT%5D+Stagecoach+x+Bernadette+_+Research+Playback+%286%29.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/5d4d1885-ee73-4305-b21d-76b64a86f8f1/O210216_MINDSPACE.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/0a742f8c-02e4-4f2c-ab1d-20d4a3368099/AreaOfOpportunity_FINAL.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/a24a0a6e-3693-47a5-bbd4-541dcda1a589/AreaOfOpportunity.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/a881aae3-5649-46cd-96bb-0612f15489bd/image+53.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/fec796e8-f8b8-4a09-bc0f-f47e64b4a531/Stagecoach+-+Opportunity+Ideation.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/37502328-6e28-40f3-946e-44bf0e2ca9a3/Stagecoach+-+Opportunity+Ideation+remixed+%281%29.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1872df0e-543e-4f33-a804-49722d1a6fab/Stagecoach+-+Strong+default.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/fd8ed9a7-7372-4322-86e8-b530dc6eebd3/Stagecoach+-+Copy+of+Establish+social+norm.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/601f17f7-a646-4e52-829a-c015715a179d/Stagecoach+%283%29.jpg Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/8dcb1988-6ab4-4fd7-b59f-81647208f077/Screenshot+2025-08-04+at+15.59.34.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/cd5a20a4-b950-4369-a901-1ad5469831f2/Slide+16_9+-+1+%281%29-min.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out I also wanted to test the placement and interaction so I created 3 CTA interactions": Floating action button - placing a FAB on the screen would make it ‘pop’ out more and seem more of a primary action Fixed Action Button - This would sit at the bottom of the page for maximum visibility Slide to Buy - having a sliding interaction might make it more fun and more engaging https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/43e97554-5e38-4c1a-a777-1c12e2e0ba23/LiveMap.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/c9bfe2de-fbc0-478f-a350-275f5f9c4525/Frame+732+%281%29.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/9ec20b35-c279-4e4b-bc41-13704e17a90c/Frame+733.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/28d227c4-49fc-4c0a-b8d6-382e709c579e/Frame+734.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/c71ac1f6-2711-4bd8-a8f4-710608701975/Test2.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/8cb4d65f-00ad-4450-98a9-10ad82fda774/Test1.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/e4c94298-3ed7-488e-a23e-332428b4b9c5/Test1_Findings.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/cc9dfe3c-08d8-41ad-a1d9-70a93eb2750a/Test1_Recommendations.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/b0b82097-63c1-4a33-8097-2271946224c4/Test2_Findings.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/93c34a30-0784-4425-88a7-44e1802ec1d3/Test2_Recommendations.png Projects - Stagecoach - Driving Conversion with Behavioural Design - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.nicowiggin.co.uk/projects/benenden monthly 0.5 2025-08-05 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/5a043981-4d04-4c0b-9416-f00d601078fa/Slide+16_9+-+17.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/dd9a91f0-9810-4ca6-9672-0e4218297283/ServiceBlueprint.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1529dac1-9fc2-4ce8-89c2-1bde57a54994/Screenshot+2025-04-25+at+17.33.26.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/a7fd1b98-0d1e-4ece-b33e-1d253068baf4/Screenshot+2025-04-25+at+17.33.32.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/27750ed6-2d22-45a7-ab45-c15ead28aa4a/Screenshot+2025-04-25+at+22.20.15.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/72d99fdb-3016-4630-9c7c-628ec62c7069/Slide+16_9+-+37.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Why was this important for the service? People told us they wanted health to feel integrated, not obsessive. This directly informed how we wanted to approach digital engagement. We didn’t want to create an extractive product that demanded constant attention. Instead, we designed for digital balance: a service that’s there when you need it, and quiet when you don’t. Nudges, content, and features were intentionally shaped to support healthy habits without overwhelming users. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/cf0cf181-4a3e-42ce-bd4d-19c806cee586/Slide+16_9+-+38.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Why was this important for the service? Claims are emotional moments, often when customers feel vulnerable or uncertain. Empathy came through loud and clear in the research, so we made it foundational to the proposition. Whether through tone of voice, UI clarity, or reducing friction, every interaction was designed to help members feel seen, supported, and reassured. In a category often lacking human warmth, empathy became a key differentiator. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/5c582c5e-f414-4854-8c96-c70b2401604f/Screenshot+2025-04-25+at+18.02.45.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Journey Flows: Screenshot of UX Audit conducted in Miro. Pages organised depending on app location, content theme, and place in the journey https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/004507d2-c298-437f-87a3-0211ab6b11a5/Benenden_+Current+Experience+Maps+-+Frame+6.jpg Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Summary Findings: After reviewing each of the individual flows, I created a section at the end that had summary findings. It allowed me to drop any ideas, learnings from client meetings, pain points from both the UX audit and customer research, sources of inspiration, any initial ideas, data insights that were gleaned from app data https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/e5e8c13f-d6a1-4035-b9b0-72e593bc4c2f/Benenden_+Current+Experience+Maps.jpg Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/2d846cd5-934d-4833-b5f0-4f3ec732f57d/Slide+16_9+-+17+%281%29.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/12113e1a-c50a-4038-8c25-5e4bdc831573/Slide+16_9+-+25.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/0675c97b-6164-465d-ae6c-26c88808b225/Slide+16_9+-+26.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/85fab971-75a1-48e2-a69c-2d5c17a70db9/Screenshot+2025-04-25+at+18.36.56.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/0887a5c2-8faf-40c7-b9da-f81db6d6ea90/Slide+16_9+-+18.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/8408dfd8-1c22-478f-bd8f-4071b9506140/Slide+16_9+-+19.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/02dd3573-b2e9-4769-bb61-f56c0f5a6b0f/Slide+16_9+-+20.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/916c45a0-01d0-4fd0-8e66-9ccb36305520/Screenshot+2025-08-04+at+10.43.35.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/ed6084c5-3ec8-40ea-9c48-a8e01238710e/Slide+16_9+-+31.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/535fec03-fb99-492f-98cf-aebf62596186/Slide+16_9+-+29+%281%29.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out The ‘Pulse’ refers to how the app responds depending on the moment that a customer is going through in their healthcare journey. Below we have some examples of the three different moments and what types of experiences the customer might be going through. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/465be7b1-374a-4904-bf53-6ecbd6aafebe/Depen+%281%29.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/8c840479-86be-4424-8067-c255218ecc04/Depen+%282%29.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/a5dbb78d-13a3-4e0e-b96d-8d25faacba5f/Depen+%283%29.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/864ed911-c0c3-4e3b-a994-4a3c50ce1b32/Member+Stage.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/5c62dd4f-bc55-4fa4-9a3a-b905184a8c72/Login.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/9cc0bc51-f7c3-4b3e-9d0d-3f5682c050ed/Status.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/769dd35a-7c7e-4372-bbae-b9aabad06c89/Frame+33961.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/cea28143-100f-4825-9c2a-3cf8af6ccd32/Frame+33962.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/3198bcf3-9eae-4149-bb40-f2cf1dd3d9a4/Frame+33963+%281%29.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/755a8565-259f-4f78-b1b2-030fff2c10f4/Features.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1a87af56-5670-4216-9ae7-736056918807/Upsells%26R.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/f8778351-adc6-445b-8c54-23aa1d5f958e/Depen.png Projects - Benenden - Reimagining Moments in Healthcare - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.nicowiggin.co.uk/projects/paularosakitchens monthly 0.5 2026-05-02 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/2d14b1bb-528a-453d-808f-7a3326e7e22e/Screenshot+2025-10-16+at+09.21.58.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/164ca57f-0515-439a-b411-384052525b87/Screenshot+2025-10-16+at+09.23.48.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/ecb9b6b0-0d2b-46ac-8cb3-a650f0a956ff/Screenshot+2025-10-16+at+09.23.58.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/9abcbeb1-0aa1-4ed1-bda8-cb851cb9d0d4/Screenshot+2025-10-16+at+09.24.23.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/66a0a5ea-140c-4163-8a15-47661d60dc5f/Screen+Shot+2025-10-08+at+12.34.32.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1cce613f-efb0-42c9-893c-964041285c7c/Screen+Shot+2025-10-08+at+12.35.55.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/e082ce39-62a6-48ba-858a-f0178224a7e6/Screen+Shot+2025-10-08+at+12.35.07.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/40f56813-b509-4bd3-9dc1-f90d53264258/Screen+Shot+2025-10-08+at+12.36.35.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/7f950d4a-9bb9-440d-88fd-81e75ca9d480/Screen+Shot+2025-10-08+at+12.36.48.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1626b2a2-75b8-4015-8c1e-b22cfc891670/Screen+Shot+2025-10-08+at+12.35.23.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/6d3ff8fd-98f8-4893-ae61-2d5f91174173/Screenshot+2026-05-02+at+10.53.28.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out A service blueprint mapping how Paula Rosa's existing operations would need to adapt to support D2C fulfilment, from order processing to last-mile delivery to consumer CRM. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/7d17c89e-e374-4bb9-a646-76e98f529634/Screenshot+2025-10-16+at+09.21.04+%281%29.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out A new product data architecture using OOUX and entity relationship mapping to model the catalogue structure the MVP would run on. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/b387c018-f960-4894-90ab-9db194569cce/Screenshot+2025-10-16+at+09.18.17.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out An MVP scope defined using three prioritisation principles, written as Jira tickets, sized by the tech partner, and structured around a key differentiator: an early lifecycle tool to reduce choice paralysis and bridge the gap between browsing and planning. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/e329fc3b-44f2-46ad-b2a5-795792cde6f9/%5BINT%5D+Paula+Rosa+Kitchens+x+Bernadette+_+Research+Playback.pptx.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/09fa2b4d-bd8c-4a9a-ac2d-1e5237d5810d/Screenshot+2025-10-16+at+09.19.22.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/92f2829a-df3a-45fe-a375-8f745f5f15e6/Screenshot+2025-10-16+at+09.19.34.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/eed18b95-7cdc-4b24-8e22-da44eb4cd3e8/Screenshot+2025-10-16+at+09.20.40.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/037695e4-0f99-41bc-b9bc-ad6812121532/Screenshot+2025-10-16+at+09.21.04.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/ad22e504-b15c-4f3f-95fa-e24c3508bbaf/Screenshot+2025-10-16+at+09.18.17.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/7918ab56-c8aa-4c29-8153-d909c8d23640/Screenshot+2026-05-01+at+10.29.54.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Step 1 - Created desirable features for MVP via Service Blueprint & User Story Map https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/13e04712-9056-4367-8aa5-b02208103467/Screenshot+2026-05-01+at+10.30.02.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Step 2 - Detailed features in collaboration with tech partner https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/50271e53-0329-4e14-8549-70129730597f/Screenshot+2026-05-01+at+10.30.09.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Step 3 - Tech partner sized features to create initial estimate and we sized design effort https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/19328d14-6285-4ea5-a172-ec419ff46465/Screenshot+2026-05-01+at+10.30.15.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Step 4 - Descoped features & rationalised design complexity to create MVP https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/bf4301db-2be9-4a47-88fb-c75162d97e68/Screenshot+2026-05-01+at+10.28.18.png Projects - Paula Rosa Kitchens - From B2B Manufacturer to D2C Retailer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.nicowiggin.co.uk/projects/stagecoachonboarding monthly 0.5 2026-05-07 https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/d14d82e8-66f5-4212-99f0-d872cc6fef47/Screenshot+2026-05-07+at+11.59.09.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/2059e8e4-6bfb-47f6-95be-53c698ae287f/Screenshot+2026-05-07+at+11.58.50.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/631ff00d-7f88-45e6-b750-8171eb2e2e99/Screenshot+2026-05-07+at+11.59.20.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/cfb10217-1946-4ebc-a817-e0f789da1fc4/Screenshot+2026-05-06+at+15.02.03.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out UX Audit of the Existing Experience https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/fc6d87ce-5c8e-43ff-9af7-79ba29f527e0/Screenshot+2026-05-06+at+15.02.12.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Competitor & Comparator Onboarding Audit https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/6352dcd5-4093-4fde-a91e-f4cbbf7e45f1/Screenshot+2026-05-06+at+15.04.11.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/38553de9-50b8-47dc-883d-cd77fff7cbea/Screenshot+2026-05-06+at+15.04.19.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/af847e51-5b10-4bcb-a82b-b7a959ef74aa/Screenshot+2026-05-06+at+15.19.29.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/f7a6e6b7-4051-44a8-b330-952342fe52bc/Screenshot+2026-05-06+at+15.19.38.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/45608849-5558-4e4a-974f-29fb67f80053/Screenshot+2026-05-06+at+15.15.42.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Travel apps only require account creation at checkout A key finding from the competitor review: travel apps that perform well typically only require account creation at the point of purchase, not upfront. This directly challenged existing convention and became a cornerstone of our recommendations. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/52ff33f5-9c7b-4c49-a7d5-62914421fc80/Screenshot+2026-05-06+at+15.15.49.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Competitors bombard users all at once with permission set-ups Most comparator apps bombard users with permission requests in one go during onboarding. More progressive apps take a staged approach; asking for permissions contextually, when the value of granting them is immediately obvious to the user. This became a direct design principle. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/b6f047f0-fd0e-4d42-b160-d068e989481f/Stagecoach+Onboarding+%2B+Account+Creation+-+Route+1_+Lifestyle+Benefits+%281%29.jpg Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/1a7a3798-3f41-470c-b5b0-23e93c4f472a/Stagecoach+Onboarding+%2B+Account+Creation+-+Route+2_+Hand-Holding+%281%29.jpg Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/eedd344c-68e1-43e3-b44c-97142ed3c865/Screenshot+2026-05-06+at+15.46.37.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/0c3540a0-adb7-47ed-aa86-7a2de7f3a325/Screenshot+2026-05-06+at+15.47.45.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/3b3694e3-de73-494f-af94-093dea40d254/Screenshot+2026-05-06+at+15.51.27.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/215f8e20-de6c-42d4-a61f-60dc1efefa56/Screenshot+2026-05-06+at+16.02.31.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/67870c77-72d0-4bc4-93ab-5e8c6d84eef6/Screenshot+2026-05-06+at+16.02.38.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/de879cc0-966f-4322-849f-f9cbb6dbdc13/Screenshot+2026-05-06+at+16.02.44.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/a9d8ef83-dd53-45fc-bbd4-e06bd8552750/Screenshot+2026-05-06+at+16.32.52.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out We opened the experience with a branded permissions flow, pairing each request with a clear value exchange for accepting. Previously the flow was dominated by native Apple UI, creating a jarring clash between two competing design languages. By leading in Stagecoach's own UI, the first experience felt unmistakably theirs from the moment it started. We also introduced a recovery moment for users who declined. If a customer denied location permissions, a follow-up screen surfaced what they'd be missing, framing the decline as an informed choice, not a dead end. Our hypothesis: giving users a second, more considered moment to reconsider would meaningfully reduce opt-outs and increase the number of customers accessing the full app experience. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/05c2f1ab-b3fd-4301-95c4-331502c41448/Screenshot+2026-05-06+at+16.32.58.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out We introduced a moment of delight by applying the Make me feel good about using it principle, responding to a user's location permission with an immediate payoff. Once granted, the app surfaced the area they were in alongside live average waiting time data, grounding the digital experience in the physical reality of using the bus in their area. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/74f42fdd-19ea-4d71-8f9e-5bbf4f096d4f/Screenshot+2026-05-06+at+16.33.07.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out The same logic applied to notifications. A clear value exchange upfront, supported by visuals of the types of messages users would actually receive, was designed to increase opt-in rates. Not marketing noise, but genuinely useful information: service disruptions, live bus times, and travel alerts. The message to users was simple: we'll only notify you when it matters. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/27584a3b-af0a-4b25-b433-890326448c08/Screenshot+2026-05-06+at+16.33.34.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out We experimented with where to position the 'Take the Tour' prompt, testing two options: the journey planner and the live map. Both worked. So the real question became: where do we want customers to land first? We landed on the journey planner. It's a softer entry point, less visually overwhelming than the live map, and more consistent with the mental models users bring from comparable services like Trainline. A familiar starting point felt like the right place to begin. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/9f2729e2-a4ea-4fc5-8a01-0a932420cb87/Screenshot+2026-05-06+at+16.33.52.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out The tour itself didn't change significantly from testing; the structure was largely validated. It follows four steps, each leading with a functional benefit and a corresponding screen showing where in the app that task lives. The meaningful addition came at the end: on completion, users are prompted to create an account, with the benefits shown as a supporting visual. A natural moment to ask, backed by context and another considered entry point into account creation. https://images.squarespace-cdn.com/content/v1/605207f04b1a2a0410874520/5514c665-ec1b-42a3-b384-62b45f971ff8/Screenshot+2026-05-06+at+16.37.30.png Projects - Stagecoach - Helping Onboard New App Users to Increase Retention - Make it stand out Account creation is a tried and tested component of any app experience so we weren’t looking to reinvent it. The goal was to lean on existing mental models and get customers through the process as quickly as possible. The one intentional addition was a confirmation screen at the end, restating the value a customer unlocks by signing up. A small moment, but an important one closing the loop on the value exchange rather than leaving users to figure it out themselves.