Case Studies
Sector: E-commerce / Retail
Role: Lead Business Analyst & Scrum Master
Challenge:
Milk & More aimed to improve customer engagement and retention through a more intuitive and data-informed digital experience. Despite strong brand loyalty, user friction across key journey points was impacting conversion and repeat purchases.
Approach:
We led initiatives to analyse and optimise the online customer journey, using a blend of advanced analytics, qualitative research, and agile delivery methods. By applying cutting-edge user research techniques, we uncovered deep behavioural insights into customer needs, pain points, and preferences.
Key activities included:
- Conducting usability testing and journey mapping to identify conversion blockers.
- Collaborating closely with UX/UI designers to enhance design and flow.
- Leveraging tools like Google Analytics and Hotjar to validate hypotheses and prioritise improvements.
- Facilitating Google Design Sprints to rapidly prototype and test new ideas.
- Translating behavioural data into clear product strategy and backlog items.
Results:
- Increased website engagement through streamlined navigation and clearer user flows.
- Improved customer retention by addressing friction points and enhancing post-purchase experience.
- Contributed directly to measurable growth in online sales.
This work not only improved digital performance but also embedded a culture of user-centricity and iterative improvement across the product and development teams.
Sector: Satellite Communications / Technology
Role: Lead Business Analyst
Challenge:
Marlink sought to improve consistency, efficiency, and scalability across its global operations. With fragmented practices and limited standardisation, there was a clear need for a structured approach to process management and continuous improvement.
Approach:
We led the design and implementation of a company-wide Process Excellence Framework. The initiative began with the creation of a comprehensive Process Management Playbook—a central guide defining process architecture, standards, levels (0–4), and best practices for process mapping and improvement.
To embed this framework sustainably across the organisation, we:
- Integrated the framework into existing and upcoming projects to ensure real-world application.
- Conducted targeted training sessions to upskill teams and build internal capability.
- Facilitated workshops to uncover process inefficiencies and highlight improvement opportunities.
- Created a community of practice, enabling collaboration, peer learning, and ongoing refinement of the framework.
- Built a process repository and taxonomy to support governance, reuse, and scalability.
Results:
- Organisation-wide alignment on process standards and definitions.
- Improved visibility into operational workflows, revealing key efficiency gains.
- Increased team engagement through training and a shared sense of ownership.
- Long-term adoption and scalability through an embedded community model and accessible documentation.
This initiative laid the foundation for a culture of continuous improvement, empowering Marlink to scale effectively and operate with greater clarity and efficiency.
Sector: Charity / Non-profit
Role: Product Lead
Challenge:
As Greener and Cleaner expanded its community impact and funding sources, managing supporter data, grants, events, and reporting had become increasingly complex. The charity needed a unified system to streamline operations, improve data integrity, and support staff and volunteers with simple, scalable workflows.
Approach:
We led the end-to-end setup and optimisation of the charity’s CRM (Beacon), with the goal of creating a centralised platform for all key operational data. This included:
- Configuring the CRM to manage a wide range of information, including supporter records, grant tracking, payment history, contacts, event details, and reporting outputs.
- Designing and implementing custom workflows for data entry, updates, and reporting to minimise errors and manual effort.
- Integrating third-party tools (e.g., Eventbrite) via Zapier to automate event registrations and synchronise data across platforms.
- Creating easy-to-use digital forms for staff, volunteers, and service users to submit information securely and consistently.
Results:
- Improved data accuracy and accessibility, with all key records housed in one central CRM system.
- Significant time savings through automation and streamlined workflows.
- Enhanced user experience for internal teams and external stakeholders through intuitive forms and integrations.
- A scalable foundation that will grow with the organisation and support more robust reporting and fundraising.
By aligning technology with the charity’s mission, this CRM implementation empowered Greener and Cleaner to better manage its relationships, increase operational efficiency, and focus more time on delivering community impact.
