Evidence,not opinion.
Nine years in product design, the last eight at platform scale inside Flutter Entertainment and JD Sports. I set the process more than ten designers work to, and ship work that moves revenue, contact rates and compliance numbers.
Nav click-through, £300k+ revenue in a 28-day A/B test
28-day A/B test against the old navigation. £300k+ extra revenue across the test.
See the evidence in the navigation case study →"Where is my order?" contacts, against an 8% target
Measured on "Where is my order?" contacts after the My Account launch, against an 8% target.
See the evidence in the My Account case study →Accounts across the UK, Ireland and Italy, no measurable drop-off
Shipped across the UK, Ireland and Italy, with no measurable drop-off across 2.1 million accounts and fewer than 2% of active customers failing to update their password.
See the evidence in the authentication case study →Account suspensions after a redesigned AML journey
Reported alongside the customer cost, not instead of it. The full trade-off is in the case study.
See the evidence in the customer verification case study →Case studies.
The problem, what I did about it, and what changed.
My role: Lead Product Designer at OneView Commerce. Earlier, Senior Product Designer at JD Sports, working at lead level, and UX Designer at Paddy Power Betfair. Sole designer on every project here.
Case studies are password protected. Email me for access.
Main navigation redesign
I audited the nav unasked, wrote the brief and took it to the PM. Together we rebuilt the IA. Click-through went from 18% to 32%.
Read the case study
My Account and order tracking
A pattern in contact reports grew into four workstreams, from delivery tracking to in-store QR returns. Contacts fell 12% against an 8% target.
Read the case study
Customer authentication at scale
I checked the brief's constraints first-hand in AWS. Several were negotiable, which reopened the scope. 2.1 million accounts moved with no measurable drop-off.
Read the case study
Scalapay checkout integration
A payment partner wanted default prominence at checkout. I pushed back with research, not opinion. Italian storefront revenue rose 22.7%.
Read the case study
Customer verification experience
A workshop with the AML team changed my own design position. Account suspensions fell 82%, reported alongside the customer cost.
Read the case study
Live trading and risk dashboard
Traders had no kill switch for live events. I shipped the first market suspend control and tested it weekly with the traders. Colour-led states, no flashing, built for split-second calls.
Read the case study
In their words.
He was a highly valued member of the team, working across several high-profile projects and helping shape the strategic direction of our function and ways of working. Richard has a strong eye for innovation and developed a clear view on how AI can support great product delivery.
He’s the kind of person who elevates everyone around him whether through mentoring, problem-solving, or simply leading by example.
Richard consistently brought a calm, pragmatic approach to challenging situations and maintained a great sense of humour, even under pressure.
Designers work to my process.
Built at Flutter Entertainment by watching what held up under pressure. Written down and turned into a Figma system at JD Sports, where more than ten designers have used it over three years.
Align on the real problem, ownership, success criteria and constraints before design begins.
Commission, join or validate research. A deliberate decision, not a skippable gate.
Journeys, flows, IA and competitive analysis. The thinking happens here, before visuals.
Visuals and prototypes on the shared design system, with fidelity matched to the decision.
Targeted testing, handoff, and the design reasoning documented alongside every deliverable.
Before design, I worked in recruitment. I know what a strong hire looks like, and I've written down how I build and run a team.