Hello. My name is Natasha Hampshire, welcome to my UX portfolio.

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Improving login flow experience

Improving login flow experience

Improving a login experience for a product that sits within a wider service. Multiple problems that we tackled iteratively (and still are!).

Working with the most Senior Leaders across the country

*Due to NDA all information from the client, internal and confidential information has been redacted or had a name change

My Process

Workplace pension self service – Understanding our customers

Mainly creating alignment and for the team to become more Human centred. Put a process in place for keeping that mindset going forward

I had access to >3 million users that had the workplace pension self service application.

*Due to NDA all information from the client, internal and confidential information has been redacted or had a name change

My process
Workplace pension self service – Understanding our customers
American Express Agent Metrics

American Express Agent Metrics

A complete research project on our internal agents with the aim to create better visibility for their performance.

*Due to NDA all American Express Internal information has been hidden from this content.

My Process

Senior Leader Global Call Center Health Management – Mobile Journey

Working on Mobile journey; iPad, iPhone and iWatch to display Call Center health Status in real time straight to devices.

*Due to NDA all American Express Internal information has been hidden from this content.

My Process
Senior Leader Global Call Center Health Management – Mobile Journey
B2C and C2B correspondence

B2C and C2B correspondence

Products for Inbound and outbound customer communications had become very outdated with internal processes and technology which meant that one of the biggest pain points for Agents was searching and retrieving for Global files quickly.

My Process

Omni-channel customer and agent experience pilot

A pilot to work on a more seamless experience between our customers and agents

*Due to NDA all American Express Internal information has been hidden from this content.

My Process
Omni-channel customer and agent experience pilot