top of page
JW Logo - the initial JW in a hexagon, with mouse and lightbulb decoration

Jon Walmsley

Creating user-centred and inclusive digital experiences for over 15 years

Welcome
 

 

I’m Jon Walmsley, a UX leader specialising in research-driven design, accessibility, and service innovation.

​

Below, you’ll find a selection of key projects showcasing my approach to UX - spanning marketplaces, service design, and accessibility-led transformation. Each case study highlights deep collaboration, strategic problem-solving, and tangible impact.

​

If something stands out, feel free to explore the full case studies for a more detailed breakdown of methods, decisions, and results.

​

Royal Mail's first mobile app

Royal Mail, seeking to launch their first mobile application, partnered with our agency due to their lack of in-house mobile app design expertise. As the lead UX designer, I spearheaded the project from pitch preparation through to delivering comprehensive UX design solutions. This project involved extensive competitive analysis, stakeholder workshops, and close collaboration with Royal Mail’s in-house development team. Our work enabled Royal Mail to successfully launch their mobile app, providing a user-centric experience that met their strategic objectives.

My UX Process

  1. Competitive Analysis - Conducted comprehensive analysis of global postal services apps and websites.

  2. Stakeholder Workshops - Facilitated workshops to define app features and gather requirements.

  3. Information Architecture & User Flows - Developed IA and user flows for intuitive navigation.

  4. Wireframing & Prototyping - Created wireframes and prototypes for layout and user flow validation.

  5. Development Collaboration - Provided design specs and collaborated with Royal Mail's development team.

The Royal Mail app, initial version. Showing on an iPhone
Another image of the original Royal Mail app, showing on an iPhone

Results and Learnings

  • Successful app launch, establishing Royal Mail’s mobile presence.

  • Demonstrated ability to deliver comprehensive UX design solutions.

  • Reinforced the importance of competitive analysis.

  • Highlighted the importance of clear design documentation.

  • Confirmed the value of stakeholder collaboration.

Gemini_Generated_Image_4zkpj74zkpj74zkp.jpg

My UX Process

  1. Exploration & Ideation: Utilized methods like Crazy-8s and Contextual Inquiry to uncover user needs.

  2. Structure & Validation: Employed Card Sorting, Geurilla Testing and 1:1 Usability Testing to validate design decisions.

  3. Quantification & Benchmarking: Used SUS surveys and analytics to measure impact and guide iterations.

  4. Mentored, trained, and guided: Drove team and business upskilling by establishing and leading UX research training programs.

  5. Actionable Insight Generation: Translated research findings into clear, actionable recommendations for design and development

Multi-method UX Research Toolkit

Throughout my career, I've leveraged a diverse toolkit of UX research methodologies to uncover user needs, validate designs, and benchmark usability across sectors such as banking, e-commerce, and charities. I've played a central role in driving research initiatives, applying these methods and also mentoring and upskilling teams in their value and execution. This approach ensures design decisions are consistently evidence-backed, whether I'm surfacing pain points, validating information architecture, or quantifying usability improvements. My work balances rigorous observation with rapid ideation to solve real user problems efficiently.

Results and Learnings

  • Consistently delivered evidence-backed design recommendations across diverse sectors.
    Successfully identified critical user pain points and validated design solutions.
    Empowered teams by integrating research processes and fostering a user-centric culture.
    Demonstrated adaptability in applying the right research method to specific project phases and constraints.
    Reinforced that any user feedback, however limited, provides valuable insights for design.

HSBC ATM User Experience

As Senior UX Consultant, I led the redesign of HSBC ATM payment and transfer functionalities for key markets, including Hong Kong, Mexico and Brazil. The project aimed to balance global scalability with regional user needs, navigating hardware limitations and integrating new features within existing interfaces with limited screen real estate. Through targeted usability testing, I addressed diverse user priorities (efficiency vs. clarity) and accessibility requirements, resulting in improved transaction times and user satisfaction.

Image of an HSBC ATM screen, showing the 'insert cash to deposit' screen, with the summarisation of the total notes entered. It is displayed inside a mockup ATM frame.

My UX Process

  1. Usability Testing: 1:1 tests in Hong Kong to identify usability issues.

  2. Wireframing & Prototyping: Visualized user flows, addressing hardware constraints.

  3. Accessibility Considerations: Optimized readability and button interaction for diverse users.

  4. Hardware Analysis: Informed design with input method and screen size limitations.

  5. Competitor Research: Identified best practices in target markets.

Results and Learnings

  • Successful Hong Kong rollout.

  • Hardware-aware design is crucial for kiosks.

  • Usability testing reveals regional behaviours.

  • Accessibility is vital, considering environment.

  • Balance global with regional needs.

Black and white illustration of a person using a desktop computer. They are holding a large magnifying glass that is showing many magnified icons, including a disability/wheelchair logo. The 'NSPCC' logo is presented in green at the top of the image.

My UX Process

  1. Initial UX Review Analysis:Leveraging insights from the initial eCommerce store review I had previously conducted.

  2. Accessibility Standards Research: Deep diving into WCAG guidelines.

  3. Toolkit Development: Creating a practical, checklist-based resource.

  4. Training Presentation Creation: Developing educational content on accessibility principles.

  5. User Training and Support: Delivering hands-on guidance to the NSPCC team.

NSPCC - Accessibility Toolkit

Following a comprehensive UX review of the NSPCC's eCommerce store, conducted by myself, which highlighted accessibility as a critical area for improvement, a targeted project was launched to equip their internal team with the tools and knowledge necessary for ongoing accessibility maintenance. 

 

This project involved the development of a user-friendly accessibility testing toolkit, aligned with WCAG 2.1 standards, and the delivery of in-depth training on web accessibility principles. The aim was to reduce the NSPCC's reliance on external audits, foster a proactive approach to accessibility, and ensure a consistently inclusive online experience for all users, including those with disabilities.

Results and Learnings

  • Empowered the NSPCC team to independently monitor and maintain website accessibility.

  • Reduced reliance on costly external accessibility audits.

  • Enhanced understanding of WCAG and practical accessibility testing techniques.

  • Reinforced the importance of combining education with actionable resources.

  • Highlighted the value of proactive, internal accessibility management.

  • Demonstrated how a prior UX review, conducted by myself, can create further opportunities for client support.

  • Reinforced the importance of tailoring solutions to the specific skill level of the client.

HSBC Global Service Platform

I was a UX Designer (later Senior UX) contributing to the development and enhancement of HSBC's Global Services Platform (GSP), their unified online banking website for a diverse global audience. My role involved user research and usability testing to inform the design of user-friendly and consistent experiences for various banking functionalities, while also addressing specific regional requirements and collaborating with global teams.

My UX Process

  1. Collaborated with HSBC product owners to define user stories and site requirements.

  2. Created detailed user flows (e.g., Pay Multiple Beneficiaries).

  3. Designed wireframes and interactive prototypes (Axure RP Pro).

  4. Planned, facilitated, and analysed usability testing sessions.

  5. Addressed unique regional user needs (e.g., Jersey market multi-account management).

  6. Iterated on designs based on user feedback and stakeholder input.

Results and Learnings

  • Contributed to a more user-centred design approach for the global platform.

  • Addressed pain points in key features.

  • Gained experience designing for diverse global audiences and regional specificities.

  • Developed strong collaboration and communication skills within large, distributed teams.

  • Understood the critical importance of detailed documentation for remote development.

blockchain app.png

Service Design for a Blockchain-Based Benefits Ecosystem

This proof-of-concept explored how blockchain technology could facilitate an employee reward system integrated into local commerce. Employees earned tokens for meeting workplace goals, redeemable at partnered eateries via tablet-based merchant terminals. Businesses could later exchange tokens for their sterling equivalent, closing the loop between employers, employees, and local merchants.

My UX Process

  1. Service Blueprinting – Mapped the multi-actor journey across employees, merchants, and administrators

  2. Touchpoint Design – Developed tailored user flows for each stakeholder, ensuring clarity and efficiency.

  3. Prototyping & Validation – Created interactive models and tested usability with merchants and employees.

  4. Merchant Integration – Designed a tablet POS system for seamless transaction processing.

  5. Research & Iteration – Conducted System Usability Scale (SUS) assessments and stakeholder interviews to refine workflows

Results and Learnings

  • Designed a multi-user transaction flow, ensuring seamless payment experiences for employees and merchants.

  • Refined merchant onboarding processes, making tablet-based payments simple and intuitive.

  • Established usability benchmarks, using SUS assessments and user interviews to measure efficiency.

  • Confirmed the importance of service design in emerging technology, ensuring multi-stakeholder engagement is addressed early in the process.

  • Highlighted accessibility gaps in crypto interfaces, reinforcing the need for clear interaction patterns for non-technical users.

UX Audit for Jaguar Land Rover South Africa

Jaguar Land Rover South Africa sought to enhance their online car-buying experience, navigating complex purchasing requirements and accessibility challenges unique to their market. As the Lead UX and Accessibility Researcher, I conducted a comprehensive audit, identifying usability pain points and accessibility barriers while balancing global UX best practices with local market realities. Through stakeholder workshops, heuristic evaluation, usability testing, and accessibility audits, I provided actionable recommendations that improved navigation efficiency, search functionality, and inclusivity.

My UX Process

  1. Stakeholder Discovery Workshops – Gathered insights on local automotive market challenges and purchasing behaviours.

  2. Heuristic Evaluation – Identified usability pain points, including fragmented purchase flows and ineffective navigation.

  3. Usability Testing – Conducted hands-on sessions to observe user behaviour and refine key interactions.

  4. Information Architecture Analysis – Mapped out navigation inconsistencies to improve the purchase journey.

  5. Automated & Manual Accessibility Testing – Assessed compliance against WCAG 2.1 standards and identified usability barriers for assistive technologies.

  6. Competitor Benchmarking – Compared UX and accessibility approaches against competitors for industry alignment.

Illustration of a UX Audit in process on a car website

Results and Learnings

  • Proposed a simplified navigation and refined purchase flow to improve user engagement.

  • Identified critical accessibility gaps, enhancing site usability for a wider audience.

  • Demonstrated the value of combining UX research with stakeholder engagement for localized insights.

  • Reinforced the importance of proactive accessibility improvements beyond legal compliance.

  • Provided actionable recommendations that informed ongoing enhancements to JLR’s online customer experience.

Image by JESHOOTS.COM

Further Projects

If brevity isn't your thing and you like to read about how I completed these projects - and more - then you can find these in my Case Studies section.

Just some of the brands I have worked with...

HSBC logo
Royal Mail logo
Warner Bros Studio Tours - The Making of Harry Potter
Jaguar / Landrover logos
OMG (Omnicom Media Group) logo
Action Fraud - report fraud & internet crime - logo

Jon Walmsley is a UX designer with over fifteen years of experience, driven by user research and a passion for creating accessible, user-friendly designs through collaboration.

  • LinkedIn

© 2025 - Jon Walmsley

bottom of page