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Natalie Burns
UX Researcher & Product Designer, Bristol 

Experience

2022 - 2023

Senior UX Designer,

CI&T (previously Somo Global)

Bristol, London

CI&T are a digital product agency with offices in numerous global locations specialising in design and user experience.

 

I currently work with them to map, wireframe and work with pattern libraries to deliver projects for various large-scale clients including Virgin Media, O2 and Stagecoach - always ensuring the end user and accessibility in mind.

 

I work on discovery processes, run client and end-user workshops, user testing, IA and 'one off' projects, as well as larger projects which require me to be embedded in the client's team and sprints for longer periods of time.

2017 - 2022

User Experience Manager

UK wide offices

Zurich Insurance

Zurich Insurance are a global financial services company offering a range of insurance and wealth services underwritten both directly and through a range of third party providers.

As User Experience Manager for the UK I worked on a range of projects including largescale migrations, new sales journeys, customer portals and apps. My role required me to champion a customer focus across all of Zurich’s digital estate – both when selling directly to the customer, or creating web solutions for intermediated sales through aggregators and brokers. It also required a lot of work around legacy systems integration.

My role involved research and data analysis to create the information architecture, user journeys and user experiences for the UK’s new and existing digital estate. I worked closely with internal and external stakeholders (including IT architects, legal, financial promotions, underwriters, marketing and compliance teams) to gather requirements in order to plan robust digital solutions that meet both business and user needs.

I worked within agile frameworks to implement planned solutions. I worked closely with both internal and external digital teams (IT, UX, design, back end and front end developers). All solutions were then tracked and user tested using various qualitative and quantitative data tools to enable iterative improvement.

2016 - 2017

User Experience Consultant

Felinesoft

Bristol, UK

Felinesoft are a Bristol based agency who focus on systems integration and web development for clients ranging from Mercedes Benz to the British Association

for Counselling & Psychotherapy.

In my role as UX consultant, I worked closely with clients to provide a full discovery process, starting with requirements gathering, reviewing and questioning previous data and research available and stakeholder workshops, through persona creation, user interviews, content audits and card sorting.

I mapped robust user journeys and solid IA before moving on to creating clickable prototypes for testing and iterative improvement.

 

Working closely with clients, CRM & web development teams, QA and design, I created solutions that fulfilled both user and organisational requirements. From MVP to full solution, I ensured communication and collaborative working throughout the entire web build.

2015 - 2016

User Experience Consultant

RAC motoring Insurance

Bristol, UK

RAC are a British Motoring company best known for their breakdown products.

 

Alongside these they also offer a wide range of products and services that aim to

secure their place in the market as ‘The Motorists Champion’, while utilising their established and trusted reputation.

I worked with RAC to improve existing and create new user journeys, including creation of a brand new sales website for RAC Cars, a used car retail site.

As the RAC has numerous legacy systems in place across platforms and departments, there were numerous functional considerations and restrictions underlying large scale projects.

 

Working with IT infrastructure, data analysts, agencies and internal development teams, I ensured that solutions were both innovative and worked within the technical constraints of systems as well as legal and data security.

I worked with Key Stakeholders, including; Business Analysts, Development Teams, Designers, Content Creators, Third Party Data and Digital Agency suppliers to provide a great user experience that reflects the RAC brand vision online.

2012 - 2015

SEO Copywriter, Digital Marketing & junior UX

Element 78

Bristol, UK

Element78 is a Bristol web design & development agency with clients in sectors ranging from charity & not-for-profit to large retail and eCommerce sites. I’ve included a couple of examples below.

Clients:

AGas Global

A-Gas is a global market leader in the sale of refrigerated gasses, fire protection products and specialised industry chemicals.

Having merged with Coolgas, an American provider of refrigerants, I worked with A-Gas to combine their global microsites into a centralised, A-Gas Global website.

I conducted an audit of all existing site content and product information, mapped IA and URL structure and created clickable prototypes to bring all A-Gas products and messaging under the A-Gas Global umbrella.

This project also included a large number of documents relating to each gas which needed to be migrated, combined, and compliant with legal and health and safety rules.

 

I also trained the AGas marketing team to use Wordpress CMS.

Crest Nicholson

A UK wide property developer, Crest Nicholson sells homes through their main site, and development-specific microsites.

 

I worked on SEO & PPC strategy to segment and target users across the UK, writing SEO web copy and PPC advertising for the main Crest Nicholson Site and affiliated microsites.

 

I also managed their AdWords accounts, setting and amending budget allocation, and put together their monthly analytics board reports to include data-led optimisation suggestions.

Education

2005 - 2008

Bristol UWE

Bachelor of Arts in Literature and Philosophy

Bristol, UK

I earned a 2:1 in my Bachelor of Arts in Literature and Philosophy from Bristol UWE. 

Following my degree, I worked in print journalism and radio news script for a while, before moving into journalistic writing for online publications, which led me to SEO copywriting. 

When creating content, I began to create IA and to wireframe this in situ to ensure the content and purpose was user focussed, and that design wasn't created too early without an understanding of how the site needed to be structured and should contain.

The rest, as they say, is history - I changed career path and started specialising in UX.

Skillset

User Research

Information Architecture

Wireframing (low and hi-fi)

Prototyping

User testing

UX analytics

Data analytics

Pitching and presenting

Agile sprint planning and delivery

English (native)

Programs

Figma & FigJam

Sketch

Journey mapping and workshopping tools inc. Miro, Lucidchart/Mural 

Axure

Kanban agile tools inc. Jira, Sprintr, Team Foundation Server, Trello, Confluence

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