Jon Walmsley
Empathy. Evidence. Execution.
Welcome
Royal Mail's first mobile app
Led UX direction for Royal Mail’s first iOS & Android apps - owning research, IA, flows, wireframes, prototypes and usability testing to unify parcel tracking, redelivery, drop-off and service discovery. Collaborated closely with product owners and design leads.
Role
Senior UX - facilitated stakeholder workshops, defined IA & user journeys, ran in-device tests.
Approach
Competitive research, stakeholder alignment, clear user flows and detailed UX documentation to guide smooth build by Royal Mail’s in-house devs.
Outcome
Within a year of launch, customers rated redelivery (+14%), tracking (+6%) and drop-off convenience (+8%) as significantly more important - clear signals that the app’s UX landed where it mattered.
Media-Audience Builder Tool
I led the design of a privacy-first media audience tool that helped planners target campaigns ethically using anonymised data. From early strategy to post-launch iteration, I stayed close to users - running ongoing research, uncovering friction points, and working with cross-functional teams to turn insights into meaningful improvements.
Role
Unified design, product, and engineering perspectives around a clear vision - translating research insights into actionable design priorities and prototypes.
Approach
Worked closely with users and cross-functional teams to uncover pain points, validate design decisions, and evolve the tool through evidence-led iteration.
Outcome
Successfully launched across the organisation, enabling flexible, ethical audience building and laying a scalable foundation for future enhancements.
UX Audit for Jaguar Land Rover South Africa
Led a combined UX & accessibility audit of JLR’s South African e-commerce sites, uncovering local-market friction and barriers.
Role
Ran stakeholder discovery, heuristic reviews, usability tests & automated/manual WCAG checks
Approach
Mapped information architecture, compared competitors, iterated with live user feedback. Mentored junior researchers and upskilled CRO teams in UX and accessibility.
Outcome
Clear navigation & accessibility fixes, plus a prioritized roadmap for UX & compliance improvements.
NSPCC - Accessibility Toolkit
Created an internal WCAG-aligned testing toolkit and delivered hands-on training for NSPCC’s web teams, championing accessibility and educating stakeholders.
Role
Translated WCAG 2.1* into a practical checklist, built step-by-step tool guides.
Approach
Live workshops using Lighthouse, Axe DevTools, WAVE & keyboard/screen-reader tests.
Outcome
NSPCC conducts monthly accessibility audits in-house -cutting external audit costs and improving inclusivity.
*At the time of this project, WCAG 2.1 was the benchmark.
HSBC Global Service Platform
Designed and refined key journeys for HSBC’s global banking platform, adapting flows across regional markets like Hong Kong and Jersey while balancing international consistency with local nuance.
Role
UX designer (later senior); defined user flows, wrote specifications & collaborated with product owners on complex 'Move Money' journeys.
Approach
Context-switching across global markets; peer-moderated testing; Axure prototypes & stakeholder walkthroughs. Mentored junior designers on complex flows.
Outcome
Reduced friction in key flows; improved usability in regional and global journeys; helped align cross-regional UX in a federated banking platform.
Multi-Method UX Research Toolkit
Built a reusable, mixed-methods ResearchOps framework through active fieldwork and mentorship - embedding evidence-based design across teams and projects.
Role
Designed and ran research sessions directly -while mentoring junior colleagues and clients in applying UX methods independently
Approach
Practiced and taught contextual inquiry, card sorting, usability testing (lab and remote), guerrilla testing, and SUS surveys.
Outcome
Delivered insights that shaped products and team behaviours; helped establish a culture where research became routine, not reactive.
TikTok Trends Intelligence Platform
Designed a trend-analysis dashboard for media buyers to identify emerging TikTok moments and act before they fade.
Role
Lead UX designer; mapped product flow, built prototypes, ran multiple rounds of usability testing.
Approach
Research with media planners revealed the need to pivot from campaign setup tools to trend insights; built prototypes focused on trend discovery and audience analysis.
Outcome
Validated strategic direction through buyer testing; tool selected for international showcase as a model of real-time, insight-driven UX.
Beyond the Day-to-Day
Alongside my core design work, I’ve contributed to initiatives that promote accessibility, inclusion, and knowledge-sharing across teams and communities.
Guest Speaker at Reading University
Invited to speak to students about UX practice, career pathways, and inclusive design - offering real-world insights as part of their Computer Science degree course.
Disability & Neurodiversity Awareness Group Member
Worked across teams to promote accessibility and inclusive culture - improving hiring practices, hosting awareness events, and supporting recognition through national schemes.
Accessibility Advocate Across Departments
Regularly deliver talks to cross-functional teams on the value of accessibility - driving awareness, embedding inclusive practices, and aligning design decisions with business and user impact.
Just some of the brands I have worked with...
