Ben Simmonds | Service Design Leader

Typically, on a project I will:

Clarify users' needs through research
Visualise and map the opportunities to improve the service
Define the models and flows behind the product or service
Help sharpen the vision, proposition, strategy
Build and test proof-of-concepts and prototypes
Plan a service blueprint, co-designed with teams
Set up metrics to measure the service

Experience

I have worked on over a hundred projects around the world for companies including Samsung, O2, Channel 4, Ebay, Waitrose, Virgin.
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Financial Services expert

I have deep specialism in improving Financial products and services, spanning: Wealth, Banking, Ethical, Comparisons, Investments, B2C, B2B, Platforms, Enterprises, Start-ups, Service transformation, Conversion optimisation, Product launches, Servicing improvements...
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Ask me about:

Leading the design of a new simplified investing service from a brand-led UK disruptor

Reducing administration by 30% for a FTSE100 Wealth Management firm, by transforming their Advice service

Increasing customer self-service, and reducing call-centre load, for UK's largest investment platform, through a full redesign of the online client account area

Improving online conversion rates for ISA, banking, mortgages, pensions

Helping pivot a UK art broker into a global art investment platform

Streamlining the customer-servicing tool-set for UK's largest building society

(View more on LinkedIn)
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Challenges I'm well versed in

Finding the win-win for Compliance and User Experience
Defining a vision, whilst also defining the achievable 'stepping stone' variants
Getting sufficient confidence in a concept through qual and quant evaluation
Visualising complex journeys and service-models elegantly
Evidencing compliance, e.g. Consumer Duty measures
Targeting 'structural' usability challenges (e.g. where the company's service-model jars with the users' mental model)
Quantifying potential 'experience-debt' before changes are rolled out
Fostering a 'co-design' spirit across teams (eg Policy, Product, Architecture, Design, Servicing..)

"I had the pleasure of working with Ben at Virgin Money.

As well as being a genuine and very nice guy, Ben has a real gift for explaining the intricacies, fundamentals and best practice of service design and user-centred design.

He can present complex issues in an easily digestible way.

He created processes that were enjoyable, and as a result were fantastic at uniting various teams.

He never gets flustered and has the patience of a saint when dealing with diverse teams and of course demanding CEO's.”

Tim Gambrill, Customer Director - Virgin Money

"Ben is a fantastic Experience Designer.

On day one, in collaboration, we planned the schedule of work, timeline, and deliverables. From there Ben delivered perfectly to that schedule.

He was extremely forthcoming with ideas, best practices and it was clear from his suggestions and ideas that his experience was extensive, providing us with loads of confidence in his work.

He very much grasped the purpose of the business and the solution required.

I would describe our work ethic as collaborative, he knew perfectly when to take a strong stance and when to listen.

The resulting work is absolutely brilliant, we can't wait to launch the service. I very much hope we have the opportunity to work with Ben again."

Austin Collins, Chief Product Officer - MyArtBroker

“Ben is a highly skilled practitioner.

He’s as comfortable conducting primary research as leading ideation and design activities.

Ben has had a really meaningful impact on our product and team.”

Matt Silcock, Senior Director - User Experience, ADP

“Ben led the redesign of one of our large scale applications.

He proved a master at applying user psychology to design, as well as facilitating some complex stakeholder workshops, resulting in a blueprint and prototype for a new improved service.

He was positive, expert, and patient with it too."

Darach McDougall, Programme Manager, Nationwide

Want to discuss working together?

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