I am a UI designer working on our assisted channels - mainly direct (call centre) and retail. Our advisors use Sirius to check customer accounts, sell products and troubleshoot problems. It's my team's job to design how this looks and works. It's not just about pretty pictures and colours - we need to step into our user's shoes and consider their needs.
I love that I get to make a difference. My fear when I was younger was that I'd spend my working life sitting behind a desk, not making an impact on anyone, and I don't feel that at all here. Through our design work, we make improvements to the journeys that agents complete every day. If we get it right, we can make their jobs easier and save them time.
This means that the users are at the forefront of what we do, and I love that. Technology is brilliant, and it's amazing what we can do, but it's the people that interest me most.
Describe a project, or career highlight at Sky where you were able to make a difference.
As part of Sirius, we launched agent settings, which allows advisors to change the look of their screen, including colour themes, font size, style and colour tints. This was a brilliant collaboration between design, development and, most importantly, our users.
We worked with contact centre agents throughout the process, testing what would and wouldn't work for them. Allowing users to customise their screen can make it easier to read information and use the system overall.
This has lead to happier and more confident users. I'm so proud to have even been a small part of that project.
At Sky we’re always challenging ourselves to deliver the next big thing. Describe what that’s like and why it’s exciting.
I've been part of the team working on Sky Mobile for Ireland for over a year. This was a huge project, and there is a lot of work still ongoing.
The decision was made to build the mobile journeys on the new Sirius platform. This was great from the designer's point of view, as it is a better system for the agents. It has come with a lot of challenges. As Mobile already exists in the UK there can be an expectation that we will just take what is already there.
We've been able to push for what's best for our users right from the start and consider things like accessibility. We've made improvements to lots of journeys across the board and are continually pushing for what our users need.
How is Sky an inclusive place to work where you can be yourself?
I knew that Sky was an inclusive workplace. Events take place almost every week to celebrate people, religious holidays/festivals and how our differences make us a brilliant team. I got my own experience of this when I was diagnosed with ADHD in 2022. The place I have been the most comfortable talking about this is work.
My team have been brilliant, encouraging me right from the start that this wouldn't hinder me in any way and celebrating what makes me, me! I have also had the opportunity to be involved in the biggest neurodiversity celebration at Sky to date.