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Enhancing Internal Tools Through User-Centered Design

JUNE - AUGUST 2022

During a 10-week UX internship at GSK House in London, I worked on two major projects, which involved user research, prototyping, rebranding, and working closely with development teams.

Design Challenges

  1. Implement new brand guidelines, and improve user experience of 2 internal applications
  2. Discover how product managers at GSK can implement a more user-centred approach to their workflow

about the projects

My first project focused on improving product development processes by investigating how product managers could better incorporate user feedback into their workflow. Through stakeholder interviews and data analysis, I developed practical solutions including a flexible learning program for product owners with varying UX expertiseand easy-to-implement ideation templates. These deliverables helped bridge the gap between technical delivery and user experience, enabling faster and more effective product iterations.

In my second project, I led the rebranding of two internal platforms. Taking a mobile-first approach based on user behavior insights, I not only implemented new brand guidelines but also significantly improved the platforms' usability. The successful implementation of these changes, now used company-wide, contributed to a more cohesive organizational culture through consistent user experience across internal tools..

Design Academy

Communicating Importance of UX to Product Managers

This project investigate how product managers at GSK can better incorporate user feedback into their workflow. By conducting interviews with product managers and other stakeholders, and analysing existing user data, I assisted in developing recommendations for how GSK can adopt a more user-centered approach to product development.

Discover & Define

1. Created a brief and discussion guide to gather insights towards research goals

2. Synthesized unique insights and created two personas representing different types of product owners: those who prioritize and incorporate UX and those who struggle with it

3. Those who should have prioritized UX cited time constraints and prioritization of tech delivery as reasons

4. All product owners spoken to worked within an Agile framework, which emphasizes tech delivery over UX

Develop & Deliver

1. A prototype of a learning program that caters to product owners with varying levels of UX expertise and limited time.

2. Ideation templates in PowerPoint format to easily integrate UX into their processes.

Rebranding

I rebranded two platforms during my internship at GSK due to a company-wide rebranding effort. Though I was used to following brand guidelines, designing the admin side of these systems was new. I also worked with a newly developed design system, which taught me about implementing them and designing for different user types.. My prototypes were implemented and are now used by the whole company.

I also used the rebrand as an opportunity to improve the user experience of the platforms. Several colleagues noted that more users use the mobile apps than they anticipated when they initially designed the platforms. So, I took a mobile-first approach in the rebranding effort, particularly improving table alignment and layout to ensure mobile users could access the information they needed quicker

Before

  • Didn't match brand colours & dark colours caused clutter
  • Use of icons & type of heading in second screen do not follow best practice
  • Cards in screen 2 are badly aligned & unnecessarily large

After

  • Brand guidelines implementes & design system used to create a cleaner visual look
  • Icons removed and type of navigation in second screen changed for easier navigation
  • Cards aligned & reduced in size

Before

  • Didn't match brand colours & looked very visually cluttered
  • Use of uneeded information in tables, causing clutter & requiring user to
  • Heading is small & unclear

After

  • Brand guidelines implemented, creating a cleaner look
  • Improved table layout that lets the user get a quicker overview of each of the ask cards
  • Heading in line with design system & clearer for user to see

Before

  • Didn't match brand colours
  • Footer wasn't readable
  • Icons were not descriptive of function

After

  • Follows Brand Guidelines through colours & logo
  • Footer contrast improved
  • Icons describe function & follow design system

Before

  • Didn't match brand colours & colours did not create visual seperation
  • Headings were unclear & too small
  • Some tables were badly aligned, which can effect legibility

After

  • Matches brand colours & colours follow design system to ensure form legibility
  • Sections seperated through larger headings
  • Tables are better aligned & more legible

Before

  • Didn't match brand colours
  • It was unclear that the user could click on each Ask Card to open a new page
  • Table is unnecessarily wide, creating visual clutter
  • Unclear wether user was on 'Update' or 'Create New' page

After

  • Brand Guidelines implemented through colours & logo
  • Icons added to encourage users to click on each Ask Card
  • White space added and table centred to reduce visual clutter
  • Enabled/Disabled states added to 'Update' and 'Create New', following design system

DMID Hub

How can we help Digital Media and Interaction Design students identify their desired career path and gain relevant experience during their studies?

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Contact Me
07966 377744
loumachugh@gmail.com