London College of Fashion, University of the Arts London

University of the Arts London

Coopers Secondary School

User Research Lead, Policy & Innovation Lab at UK Home Office

UK Home Office

Principal User Researcher

Working alongside a small team of service designers and technologists to embed design thinking at a policy level in UK Home Office.

User Research Lead, Policy & Innovation Lab

I've been leading user research for the online passport renewal service for the past 14 months. 

During this time I have organised and led regular usability testing sessions in the GDS research lab. Much of my effort has focused on learning about the experience of users who are less confident at completing online tasks and people with access needs. I have also had the privilege to conduct home visits to learn about how real users may struggle to use government services in their home environment. This has opened my mind to the importance of building a truly usable digital service.

I spoke about the importance of user research and accessibility alongside the Government Digital Service's Accessibility Lead at the GDS annual conference, Sprint 16.

In March 2016 I supported the delivery team and represented user research when HMPO's online renewal service went to GDS service assessment to go into public Beta. The service has been used by more than 100k users since it went public in June 2016. 96% of users claim to be satisfied with their experience.

Senior User Researcher, Home Office Digital, Data & Technology

I worked with a small UX design team on the re-design of the kids product websites for Penguin Random House. We worked closely with PRH's digital teams to capture the requirements for the Ladybird and Puffin websites.

My role largely involved chairing agile ceremonies, managing the project budget and liaising with our client and Product Owner to ensure we were on the right track. The design work and wireframes for these sites needed to be designed and tested within 12 weeks. The designers worked with InVision prototypes to create clickable prototypes which were then tested with groups of young friends, and the parents of toddlers/young children.

Clearleft Ltd

Project Manager (Scrum)

Originally brought on board as an Outreach Manager to develop the partnership programme for Skype's social good initiative, Skype in the classroom, I went on to become one of 'the many' working with a variety of clients including projects for: 
- Skyscanner
- School in the Cloud with Microsoft,TED and Newcastle University
- Composed apps for iOS, Android apps and browser with Universal Music and Decca Records

My role on projects frequently involved stakeholder management and client partnership activities: maintaining communications, collaborating on roadmap planning, project and budget management, new business outreach and the advocacy of agile principles to product design.

I designed and developed user research and testing sessions for the products we were developing, wrote discussion guides and helped train others in these areas.

I worked closely in scrum teams alongside designers and developers and content editors to ensure the user needs were championed regularly participating in sketch sessions. 

I made use of a range of my skills and experience even developing marketing materials for Skype in the classroom and School in the Cloud for TED Conference 2014.

I also devised and organised two events for Internet Week Europe:
Night of the Digital Dead 2013 - https://madebymany.com/blog/night-of-the-digital-dead-for-internet-week-europe
UAL Futures 'Shape Shifting Designers' 2014 - http://madebymany.com/blog/what-do-creatives-really-need-to-know-to-succeed-in-digital-careers

Made by Many

Product Manager

Working with my co-director to transition this small but successful business from a for-profit sole-trader model with a social heart to a recognised social enterprise. 

I worked on developing the business strategy and future vision, managed relationships and delivered events, school workshops and installations.

The company used fun and often artistic interactive pedal-powered installations to engage people with issues relating to energy waste. We developed and delivered school workshops to educate young people in the basics of physics and sustainable energy. 

We ran community cycle cinema events and numerous pedal-powered sound systems for public events in addition to working on two cultural Olympiad art projects in 2012.

Electric Pedals

Partner

I freelanced with the design team at Uscreates on a breast health awareness project for NHS Gloucestershire. We designed and delivered a consultation with local women to learn about some of the reasons why people might be slow to seek help when they notice a change in their health. Working alongside a group of volunteers from the local community we helped them design an intervention to raise awareness and highlight the support available. This is now an ongoing initiative led by local people who have a closer relationship with the NHS as a result.

Uscreates

Researcher

During my time at Sidekick Studios I was given the opportunity to head up this new social venture. We had an idea about creating a system for a social lending service - the roots of this would be to create reasons for people to talk to their neighbours and build better communities. 

We wanted to create an online platform where people could create a profile and easily upload details of the books they had on their shelves, so neighbours could take a look and see if there was anything they'd like to borrow.

My task was to a) create a business model, or b) get funding so we could get further down the path to building the web platform or understanding the feasibility. It didn't work out but it's an idea that's still close to my heart.

The Social Library

Director

Working alongside the founder, I was one of the first employees at Sidekick Studios and this was one of my most treasured work experiences. 

Our goal was to create digital things (websites, apps and products) that could help solve social problems. We were able to be strategic and creative, whilst keeping our focus on social innovation. I managed a range of projects working closely with developers, technologists and inventors to deliver against our brief. 

I was involved in user research, design research and service design, working with diverse clients and partners including:
- South London & Maudsley NHS Foundation Trust
- Barclays Bank
- Dyson
- vinspired
- Axisweb

Sidekick Studios

Producer & Researcher

My first experience working in the public sector. My role started in the marketing department, managing the brand tracker survey and leading with market segmentation insights. I managed external research companies, designed surveys, ran focus groups and created short videos profiling the young people the charity were trying to reach. 

During my time at vinspired I commissioned a research study called Voicebox which aimed to provide young people with a platform for their political values, this was realised through an interactive online survey and data visualisation. As part the promotional activity around this study we put a writing robot into Houses of Parliament. This was connected to the internet so that people could send Twitter style messages about their beliefs and concerns to MPs. A webcam streamed real time footage of the robot responding and writing out the messages each participant sent. This gave an immediate sense that the message had been received. 

We partnered with the think tank, Demos, to feed the survey results into their report, Anatomy of Youth.

Vinspired.com

Insight & Planning Manager

A huge learning experience working for an international broadcast media company. I was based in the International Research & Strategy department. My team were responsible for commissioning, overseeing and disseminating MTV's global research projects into the 16-34 age group.

I was Editor of MTV Sticky, a quarterly youth trends zine and blog which was shared with MTV staff and select clients globally. I commissioned articles and mini-ethnographic research projects to help uncover youth behaviours the world over. I did a whole load of public speaking as part of presenting back findings and keeping MTV staff abreast of the latest YouTube trends.

In this time I also had the pleasure of producing MTV Teenage Clicks, the first ever creative, curated, youth research exhibition in a warehouse space off Brick Lane.

MTV Networks International

Youth Trends Expert & Editor of MTV Sticky

The Future Laboratory was where I cut my teeth fresh from university. With qualitative research and ethnography at the core of their consumer insight, my work here enabled me to immerse myself in many bespoke ethnographic research projects for clients including: 
- Heineken
- Channel4
- BBC
- 3 mobile
- Cafe Direct
- Marks & Spencers
- BMW

This was my first experience in a start-up business; just me, two founders and their dog Jasper in a basement office in Shadwell.

We created a series of products to promote the brand consultancy side of the business including: quarterly newsletters, bi-annual reports, cultural safaris and a trend briefing event. 

I also had the pleasure of being around for the very beginnings of the LifeSigns Network (LS:N Global) when it was just a pocket full of business cards and a Rolodex. This provided my foundations in setting up and maintaining professional relationships.

The Future Laboratory

Networks Manager & Researcher

Working with a small production team and a band of talented writers, photographers, researchers, illustrators and designers we pulled together this slick looking bi-annual magazine on global culture and design trends. 

I had the opportunity to write short pieces, organise photo shoots, gather content and pack up the magazine for print. I particularly enjoyed finding and persuading people to take part in our cultural documentary shoots and worked with some wonderful photographers including: Mischa Haller, Achim Lippoth and Emma Hardy.

Charlotte Moore