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User experience designer specialising in service design, user research, accessibility, UX wireframing and prototyping
Terry Ma
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
A lead user experience designer expert in helping clients realised ideas into reality, by defining, designing and launching viable products and services that meet their needs. I am experienced in strategic user experience design; implemented user centred design solutions for international and FTSE
100 clients across a variety of sectors including financial services, telecom, utilities, e-commerce and government.
With over 15 years experience working in full development cycle from conception to implementation; bringing user experience design into practice by working closely with multi-disciplinary teams. I helped blend the business rational and creative ideas together, bringing them into reality with proven records of success.
100 clients across a variety of sectors including financial services, telecom, utilities, e-commerce and government.
With over 15 years experience working in full development cycle from conception to implementation; bringing user experience design into practice by working closely with multi-disciplinary teams. I helped blend the business rational and creative ideas together, bringing them into reality with proven records of success.
Markets
United Kingdom
Links for more
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Industries
Language
English
Fluently
Chinese (Mandarin)
Good
Ready for
Larger project
Full time contractor
Available
My experience
2020 - 2021
freelance
User Experience Consultant (Contract)
North Highland Consulting.
Lead service design/interaction designer for a topical government project. Core responsibilities include working with senior stakeholders to understand and map out the current landscape, identify gaps and opportunities. Work with content design team to create UX content design for the continuous improvement of service.
Design, User Experience, UX, Continuous improvement, Service Design, Service, Content, Content design
2020 - 2020
freelance
Product designer consultant
JP Morgan Chase & Co Corporate & Investment Banking.
(Contract)
Responsible in designing a series of components for CIB Design System that can be reused
in all CIB applications. Core part of it is in understanding business and technology needs of
all CIB key applications and business streams, and managing stakeholders expectations of
reusable design patterns/components feasibilities and availabilities. In addition, involved in promoting cultural diversity in design within the CIB design team, presented in DXD global
meeting with past research and presentations in this area.
Responsible in designing a series of components for CIB Design System that can be reused
in all CIB applications. Core part of it is in understanding business and technology needs of
all CIB key applications and business streams, and managing stakeholders expectations of
reusable design patterns/components feasibilities and availabilities. In addition, involved in promoting cultural diversity in design within the CIB design team, presented in DXD global
meeting with past research and presentations in this area.
Design, Research, Design Patterns, Technology, It, Patterns
2018 - 2019
temp
Lead Service design/UX/UI designer
HSBC Retail Banking and Wealth Management.
(Contract)
Led the UX design on global projects to improve online communications with customers by
enhancing the communications and messaging offered by the bank globally to customers.
Led the global initiative to improve and enhance the experience in collecting outstanding
payments from customers. Design the digital journey for customers and its internal agent
systems to improve the service offerings and customers' experience. Worked with stakeholders and markets in UK, Hong Kong, China, Singapore, Dubai and Mexico on a daily
basis.
Led the UX design on global projects to improve online communications with customers by
enhancing the communications and messaging offered by the bank globally to customers.
Led the global initiative to improve and enhance the experience in collecting outstanding
payments from customers. Design the digital journey for customers and its internal agent
systems to improve the service offerings and customers' experience. Worked with stakeholders and markets in UK, Hong Kong, China, Singapore, Dubai and Mexico on a daily
basis.
Design, UX Design, UX, UI, Service Design, Service, China, Online, Agent, LED
2018 - 2018
job
Service design/Interaction designer
UK Government.
(Contract)
Design the digital transformation journey of a licensing service for a Home Office
department. Explore and create a service journey based from the user needs identified and validated via user research. Demonstrate the design options for the licensing
transformation through series of design prototypes following the GDS service manuals.
Design the digital transformation journey of a licensing service for a Home Office
department. Explore and create a service journey based from the user needs identified and validated via user research. Demonstrate the design options for the licensing
transformation through series of design prototypes following the GDS service manuals.
Design, User research, Research, Digital transformation, Service Design, Service, Transformation, Office
2017 - 2018
temp
UX designer
Deutsche bank Asset management.
(Contract)
Projects involve design internal solutions that simplify the existing trading platform and interaction between traders. Design the User experience of a bespoke CMS solution that
can accommodate specific asset management needs. A core part of it is to repurpose the
existing UX pattern developed within the team to ensure consistency across the brand and products.
Projects involve design internal solutions that simplify the existing trading platform and interaction between traders. Design the User experience of a bespoke CMS solution that
can accommodate specific asset management needs. A core part of it is to repurpose the
existing UX pattern developed within the team to ensure consistency across the brand and products.
Design, User Experience, CMS, UX, Management, Asset Management, It, Platform
2013 - 2017
temp
Lead User Experience Designer (Contract)
Virgin Media Digital.
UX lead for the mobile transformation project. The project is the largest digital
transformation project in Europe and work in collaboration with a leading
telecommunication provider in China.
Key tasks are to provide a brand new eSales and eCare UI and through the process,
improve the user experience of the online sales journey and the logged in self-service area
for existing mobile customers. As core representative for the online channel, tasked to ensure the interest of online stakeholders are met as well as the customer experiences for
online.
In addition, engage with stakeholders across all channels (not just online) to help
understand their requirements, liaise and deal with stakeholders to help especially non
technical business stakeholders to understand the benefit of user experiences, and most
importantly capture the actual requirements and deliver effective solutions by identifying
their actual needs.
transformation project in Europe and work in collaboration with a leading
telecommunication provider in China.
Key tasks are to provide a brand new eSales and eCare UI and through the process,
improve the user experience of the online sales journey and the logged in self-service area
for existing mobile customers. As core representative for the online channel, tasked to ensure the interest of online stakeholders are met as well as the customer experiences for
online.
In addition, engage with stakeholders across all channels (not just online) to help
understand their requirements, liaise and deal with stakeholders to help especially non
technical business stakeholders to understand the benefit of user experiences, and most
importantly capture the actual requirements and deliver effective solutions by identifying
their actual needs.
User Experience, UX, UI, Sales, Service, Transformation, China, Online, Customer
2013 - 2013
temp
Lead User Experience Designer (Contract)
Publicis Chemistry.
Led the user experience of a major campaign for a telco provider. Collaborated closely with the strategy and creative team to come up with a customer focused end-to-end
journey for the campaign.
journey for the campaign.
User Experience, Campaign, LED, UP, Customer
2012 - 2012
temp
Lead UX Architect
SapientNitro.
(Contract)
Led the design of the end-to-end customer journey, UI architecture and interaction flows of
a campaign site for Natwest. The aim of the project was to re-ignite the public interests of the bank's heritage and introduced that to the next generations.
Led the design of the end-to-end customer journey, UI architecture and interaction flows of
a campaign site for Natwest. The aim of the project was to re-ignite the public interests of the bank's heritage and introduced that to the next generations.
Design, UX, UI, Architecture, Campaign, LED, Customer
2011 - 2012
job
Associate Director
LBi Ltd.
User Experience
Led the UX development and managed the user experience team in various types of UX
project from large scale digital transformation, global digital strategies, transactional,
informational to online marketing solutions. Engaged in stakeholder management,
translated the needs, goals, and business requirements into optimal customer experience
solutions. Defined user experience strategies and principles, championed innovative design
solutions whilst delivered timely detailed UX specifications to ensure consistency across
brand and re-usability of design assets.
Projects:
Financial:
RBS: RBS digital strategy, RBS Global Banking & Markets (redesign), RBS Markets
Lloyds Banking Group: Digital transformation and internet banking enhancements
Utility:
Saudi Aramco: Global digital strategy and Corporate website redesign
Led the UX development and managed the user experience team in various types of UX
project from large scale digital transformation, global digital strategies, transactional,
informational to online marketing solutions. Engaged in stakeholder management,
translated the needs, goals, and business requirements into optimal customer experience
solutions. Defined user experience strategies and principles, championed innovative design
solutions whilst delivered timely detailed UX specifications to ensure consistency across
brand and re-usability of design assets.
Projects:
Financial:
RBS: RBS digital strategy, RBS Global Banking & Markets (redesign), RBS Markets
Lloyds Banking Group: Digital transformation and internet banking enhancements
Utility:
Saudi Aramco: Global digital strategy and Corporate website redesign
Management, Customer, LED, Redesign, Online, Internet, Development, Transformation, Usability & UX, Website, Banking, Marketing, Stakeholder Management, Usability, Customer experience, Digital transformation, UX, Online Marketing, User Experience, Digital Strategy, Design
2005 - 2007
freelance
Information Architect Consultant
Transmedia Gateway Ltd.
Projects: Web portals for Department for Transport (DfT) [UK government], Healthcare
Commission, e-commerce portal for the Caravan Club and corporate portal bp.com.
Corporate intranet for Home office (UK government), Scottish Widows investment
partnership (part of Lloyds TSB); extranet for Scottish Widows; strategic enterprise
application development for Central Office of Information(COI) [UK government].
Commission, e-commerce portal for the Caravan Club and corporate portal bp.com.
Corporate intranet for Home office (UK government), Scottish Widows investment
partnership (part of Lloyds TSB); extranet for Scottish Widows; strategic enterprise
application development for Central Office of Information(COI) [UK government].
E-commerce, Office, Development, Web, Enterprise, Portal, DFT
2005 - 2005
freelance
Information Architect/User Experience Consultant (Contract)
RandomMedia New Media Ltd.
Project: Web interface re-development for a world top 50 online betting company.
User Experience, Development, Online, Web
2005 - 2005
freelance
Usability Consultant
DNA Consulting (Razorfish).
(Contract)
Projects: Benchmarking/competitor analysis for UK financial institutes
Projects: Benchmarking/competitor analysis for UK financial institutes
Usability, Usability & UX
2004 - 2005
freelance
Usability and Accessibility Consultant
System Concepts Ltd.
Projects: Transport Direct (DfT), Abbey.com usability and accessibility testing
Usability, Usability & UX, Testing, Accessibility, DFT
2004 - 2004
freelance
Usability and Accessibility Consultant
Interesource New Media Ltd.
(Contract)
Projects: RNID web site redesign, London Stock Exchange, Dogs Trust, Terrance Higgins
Trust, Opodo
Projects: RNID web site redesign, London Stock Exchange, Dogs Trust, Terrance Higgins
Trust, Opodo
Exchange, Usability, Usability & UX, Accessibility, Web, Redesign
2002 - 2004
job
Teaching Assistant
Centre for Human-Computer Interaction Design, City University London.
Supervised undergraduate team projects and lead HCI modules tutorials for
undergraduates. Also responsible for undergraduates HCI modules coursework and examination markings.
undergraduates. Also responsible for undergraduates HCI modules coursework and examination markings.
Teaching
2001 - 2001
internship
Summer Intern
Creative Department, ModemMedia London.
Researched project (Master thesis) in usability of interactive television
Usability, Usability & UX, Internal
My education
2001
-
2002
City University
Masters, Business Systems Analysis and Design
Masters, Business Systems Analysis and Design
2000
-
2001
University College London University of London
Masters, Human-Computer Interaction
Masters, Human-Computer Interaction
1997
-
2000
University College London University of London
BSc, Information Management
BSc, Information Management
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