Design systems
Design Strategy
UX / UI
Management
My Thomson Reuters
Transforming complexity into clarity — I led the redesign of Thomson Reuters’ account platform, simplifying workflows, scaling design, and support the building of a world-class team to serve some of the world’s most powerful financial and legal firms.
Overal stats
Main collaborators
Up to 18 designers
4 Partner agencies
6 Product managers and around 40 developers
Business focus area
Development speed, where we needed to deliver a completely new experience within 12 months
UX Focus areas
Global Navigation
Design system improvement
Usability improvement
Outcomes
Reduced design and development complexity by consolidating dozens of modules into 4 flexible templates
Accelerated delivery speed by 35%, thanks to clearer structure and reusable components
Increased customer satisfaction, with NPS rising by 40 points
Successfully transitioned design ownership in-house, while building and scaling a world-class internal design team
Awards
UX Costomer experience awards
- Best UI
- Best IT Team of the year
- Best Home Page
- Best User Experience
IT world awards
- Gold - Award International Business Category
- Silver - Engaging the Customer Online
International business awards
- IT Project of the Year
- Best Interface Design, IT Products and Services for Finance, Banking and Insurance.
- Best Homepage
Situation and my role
What happens when the digital front door to a global intelligence giant starts creating friction instead of flow?”
Thomson Reuters’ Account Management Platform was a vital touchpoint for some of the world’s most powerful firms—but its user experience was fragmented, outdated, and holding back client satisfaction.
My Role evolved from just documenting to leading the future of the application and support the phase out of an external agency and growing the internal team from 2 to 18 users within a year
Understanding the problem
What began as a documentation task quickly uncovered a deeper design challenge.”
I led a comprehensive audit of the platform, highlighting systemic UX issues and opportunities to streamline the experience. The report sparked wider concern internally and led to user diary studies with top clients, facilitated by a second research partner.
When the results confirmed many of the challenges I had identified (and revealed additional ones), my role shifted significantly.
I was asked to lead the structural redesign of the entire application and create a clear UX vision for the future of the platform—one that individual scrum teams could build from.
Working with a visual designer who had development experience, we:
- Audited and rationalised all modules and templates
- Proposed a scalable design system built from just four versatile templates
- Dramatically simplified the product architecture
- Created detailed implementation guidance for engineering teams across squads
Delivering solutions
My Role evolved from just documenting to leading the future of the application and support the phase out of an external agency and growing the internal team from 2 to 18 users within a year
Results
The redesign and internal transition led to significant results:
Reduced design and development complexity by consolidating dozens of modules into 4 flexible templates
Accelerated delivery speed by 35%, thanks to clearer structure and reusable components
Increased customer satisfaction, with NPS rising by 40 points
Successfully transitioned design ownership in-house, while building and scaling 2-18 a world-class internal design team
Other projects
Get in touch
Curious how I can support you and your team?
Let’s talk — I’d love to hear what you’re working on.
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