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Skills & Design:

  • Design thinking

  • Research

  • Product strategy

  • Line management

Outside of work:

Hey I'm Melissa

Senior Product Designer

I am committed to creating impactful e-commerce experiences that are centred around the consumer. Building proven customer retention strategies through user-focussed design, I have delivered business value for multiple companies across mobile web and native apps that have led to significant increases in AoV and CRV. I have also built research strategies not only for product teams but for wider teams in the business to create cross functional autonomy for collecting customer feedback.

 

Recently awarded “UK Top Mentor in Design,” I am passionate about nurturing the next generation. You’ll often find me within arms reach of a crochet needle and a cuppa when I’m sitting down to chat with up-and-coming young Designers, looking to take take their first steps into the world of work.

Recent work

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Ai Photocards

thortful | App | Innovation & AoV

Thortful launched a new product feature called AI Photocards to offer customers a unique way to create personalised greeting cards by using AI-generated images. The feature allows users to choose a unique template swap themselves or a the face of the recipient, with another and instantly generate a custom image for their card — combining visual originality with personal messages. 

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Personalisation

thortful | Retention | App & Web

Thortful launched a personalisation project to enhance the customer experience by making the journey more relevant, efficient, and engaging for returning users. The project focused on three key areas: smart card suggestions based on past purchases, an improved reminders service to help users stay on top of recurring occasions, and a customised homepage that adapted to each user’s preferences and previous activity. The goal was to increase retention, boost conversions, and make the card-buying process feel more personal and intuitive without overwhelming users or compromising their privacy.

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App Optimisation

thortful | LTV | Retention

Despite steady growth in downloads in iOS, Thortful’s mobile app was underperforming in critical areas of user experience, across both platforms. Android growth had plateaued, users faced frequent crashes and performance instability, negatively impacting retention and reviews. On iOS, key features available on the web were missing, limiting functionality and convenience. 

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