Jon Walmsley
Empathy. Evidence. Execution.
Welcome
Royal Mail's first mobile app
Led UX direction for Royal Mail’s first iOS & Android apps - owning user research, IA, flows, wireframes, prototypes and usability testing to unify tracking, redelivery, drop-off and service discovery. Collaborated closely with product owners and design leads.
Role
UX lead - 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.
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.
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 Jersey while balancing international consistency with local nuance.
Role
UX designer (later senior); defined user flows, wrote specifications & collaborated with product owners on complex journeys like Pay Multiple Beneficiaries.
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.
Service Design for a Blockchain-Based Benefits Ecosystem
Proof-of-concept service blueprint of a blockchain-based employee incentives programme redeemable at local merchants.
Role
Mapped end-to-end ecosystem for employees, merchants & admins; designed merchant tablet UI.
Approach
Interactive prototypes tested via SUS scoring & stakeholder interviews.
Outcome
Proved feasibility through stakeholder testing, validating key assumptions around merchant usability and employee engagement - even though full launch was paused due to tax /regulatory constraints.
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 un UX and accessibility.
Outcome
Clear navigation & accessibility fixes, plus a prioritized roadmap for UX & compliance improvements.
Just some of the brands I have worked with...
