Product and Experience Transformation
Sonnet Insurance
Leading product experience in regulated financial services
Led UX and service design at a regulated digital insurer, building the team and practice and shaping the digital product experience across web and mobile.
- Role
- Head of UX and Service Design
- Focus
- Team leadership, Transformation roadmap, Design operations, Product strategy
Context
Sonnet is a digital insurer operating in a regulated financial services environment. Delivering a strong, consistent product experience across web and mobile required both leadership and a functioning design practice.
The challenge
Regulated finance adds constraints that a product experience has to absorb without becoming clumsy. The work needed leadership that could set direction, build a team and its ways of working, and stay close enough to the product to keep decisions sound.
My role
As Head of UX and Service Design, I led the team and practice, owned design operations, and contributed to the transformation roadmap and digital product strategy.
Approach
- Built and led a multidisciplinary team and its design operations.
- Shaped the transformation roadmap alongside product and technology leadership.
- Kept strategy connected to delivery, moving between direction and hands-on work.
Outcome
I established a design practice and leadership function that raised the quality and consistency of the digital product experience and supported the company’s broader transformation.
What I learned
Leading design in regulated environments is about turning constraints into clear decisions. The teams that succeed treat the constraints as part of the problem, not as an excuse.
This engagement involved confidential government or enterprise work. Detailed artifacts and outcomes can be discussed privately with client approval.
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