During my career I have worked on many dashboards and internal business systems, either as isolated projects, or as part of larger digital transformation or service design projects.
I understand how data flows between systems and can design within existing business logic, or help define new logic for complex new products & services.
BOXT
The primary system I worked on was the internal back-office system that powered the entire BOXT platform. It controlled the products a customer could buy, the logic for when to show products, and their content. It also linked up with the supply chain to determine stock levels and send orders to the suppliers, as well as controlling the Engineer workforce by managing their qualifications, profiles and availability. It also held all customer orders and was the nerve centre of the business.
Every project had a Admin system design part of it, so it became a core part of my design process.
Tyk.io
Tyk is a API management SaaS that developers can use to maintain their APIs. I worked on the Dashboard for how developers and DevOps users create and managed their APIs and rate limits. Go to Tyk.io.
PRS for Music
PRS for Music managed how musicians received royalties for their works. I worked on a project to design a dashboard for artists to monitor their royalties and get paid.
Nationwide Building Society
I worked on a full-scale digital transformation of Nationwide Building Society's intranet. It was a very long project of which I worked on multiple aspects of their Intranet, which was built in SharePoint.
The BOXT platform is fully bespoke, with a fully bespoke back office Admin system to power everything, from product pricing & supplier information, to installer profiles, skills, documents and availability. It also manages all customer jobs and acts as a semi CRM, linking to Intercom.
I am a full-stack UX Designer, so can work on back-office systems as much as customer experiences, and can map the full service map between all systems. Below are a few examples out of the many that I have worked on at BOXT.
General UX & UI design
I worked on the first version of the Admin system, and have worked on subsequent iterations of it during my 7 years at BOXT.
Each project had unique requirements that meant new flows and screens needed to be designed for our internal staff users. I worked on those, as well as a dedicated project to refactor the entire codebase into NextJS, which enabled us to create an Admin Design system and a UI reskin.
Delivery tracker
This was a concept for a hackathon to solve a problem whereby the BOXT planning team did not know when & where product deliveries were at any given time. This is very important, as a core part of BOXT’s USP is that customers can book next day installations, with the products arriving at their property in the morning in time for when the installer arrives. It is very important that all of these separate cogs move in unison to enable a great customer experience. BOXT staff needed to be able to track deliveries to answer customer queries, plan jobs and discuss timings with installers.
This UI used design system list and tab components, but created a new map component that had not been used in Admin before. This project did not get built, but was a hackathon project to show what could be possible using realtime location tracking in BOXT’s delivery vehicles, and hooking up to the warehouse API.
BOXT “Heatscore” customer dashboard
BOXT provided installation services to a customer, however after installation there were hardly any customer touch points. A customer bought a new boiler every 10 years on average, and other products such as an EV charger and Air Conditioning weren’t very popular, so we wanted to come up with ideas on how we could increase brand loyalty by creating a service for customers.
This “Heatscore” concept was devised as an extension to a home cover service BOXT offered. The idea of it was that we used gamification principles to rate a customer’s current home “score”, based on a number of factors, such as their home efficiency score, or whether they had an A-rated boiler and a smart thermostat. The higher score a customer had, the cheaper their home cover was. BOXT would also partner with companies to offer discounts to customers for technology products, and energy tariffs etc.
This would not only create customer loyalty and a touch point, but we’d be able to make more revenue from partnership sales.
