Boots

The Pain Selector Tool performance data told a clear story: a 33% drop-off at the Pain Intensity step was the single biggest friction point. In hindsight, I'd have pushed to run qualitative research on that specific step earlier — the analytics surfaced the what, but understanding the why would have sharpened the redesign direction faster.

On the Global Header, deferring mega-menu improvements was commercially sensible, but it left a visible inconsistency between the updated header and navigation patterns behind it. I'd advocate harder for at least a light-touch review of adjacent components before handoff.

The OOBO checkout work reinforced how much edge-case thinking happens late in a project. Mapping error states and payment threshold scenarios earlier — before high-fidelity — would have reduced back-and-forth with engineering considerably.

The transactional email redesign was a reminder of how much design debt accumulates in low-visibility surfaces. These emails had never been properly aligned to the design system — the audit phase took longer than expected because the inconsistencies were more widespread than anyone had assumed. A periodic comms design review would catch drift earlier.

The Age, Airports, and Warranties work was the most cross-functional of the engagement — three compliance-driven features running near-simultaneously, each with distinct legal, operational, and engineering stakeholders. The lesson: in compliance work, getting legal sign-off on copy and logic early isn't a blocker to design progress, it's a prerequisite. Starting those conversations before design exploration would have saved iteration cycles.

Across all six workstreams, the most valuable design decisions weren't made in Figma — they were made in the conversations before it. Earlier stakeholder alignment on scope and success metrics consistently saved more time than any tool or process change.