Senior UX Researcher & Accessibility Lead
I research how people shop and use services online, and I run an accessibility programme bringing several digital touchpoints, and the suppliers who build them, to WCAG 2.2 AA under the European Accessibility Act.
Most research loses its influence at handover: the findings arrive after the decision has moved on. My work is building the structures that put evidence into prioritisation, delivery and strategy before that happens.
Speaking
I speak on panels and at retail, ecommerce and design events about what happens to evidence when decisions get made, and I judge industry awards. I’m based in London and available in person across the UK and Europe, or remotely anywhere. Upcoming and past talks are on the Speaking page.
Practice
I plan and run usability studies, read behavioural analytics past the headline metric, review accessibility barriers and map services as blueprints. The output I am after is a changed decision, not a report.
Three areas take most of my time:
- Research as decision infrastructure. Prioritisation models and review checkpoints that make evidence a standing input rather than an event.
- Accessibility as a delivery condition. Requirements written into governance, procurement and supplier work, so compliance is designed in from the first conversation rather than audited in at the end.
- Behavioural evidence in ecommerce. Tracing friction in analytics and session data back to causes the organisation can act on.
Working with teams
I work with product owners, designers, engineers, marketing and customer service. That means shaping research plans before the solution is fixed, setting accessibility requirements that agencies can build and test against, and being clear about when a finding is strong enough to act on and when it still needs testing.
Current focus
- Human judgement in AI-enabled retail. Which customer-facing decisions can be delegated, and how to check an AI experience works for customers before it scales.
- Context loss in agentic commerce. What a shopping agent drops between intent and basket. Set out in The Lasagna Dilemma.
- Situational impairment. Commutes, low light and divided attention as an accessibility brief that covers far more customers than a disability-only framing.
Before UX
I trained and worked in graphic design before moving into research. It taught me hierarchy, proportion and how much meaning sits in the way something is organised. I read interfaces the same way: what an experience makes easy, what it hides, and who it quietly excludes.
Photography is the other half of that training. My project Disciplina was recognised at the International Photography Awards in 2013. The habit it built, watching for hesitation and staying with ambiguity before naming it, carries straight into fieldwork.
Credentials
UX Master certification, Nielsen Norman Group · Judge, eCommerce Awards · Member, IMRG