Company:
MoneySupermarket + Money Saving Expert
My Role:
Head of UXD (Customer Lifetime Value, Engagement & Operations)
Summary
MSMG is a multi-brand marketplace with legacy tech and fragmented UX. Users expected more intuitive and personalised experiences, improved accessibility, and the ability to get what they want when they want it.
Approach
Led strategic UX across MoneySupermarket and MoneySavingExpert
Redefined navigation, IA, and key journeys with CRO and research collaboration
Introduced accessibility standards, design reviews, and training org-wide
Piloted personalization features for logged-in users
Outcomes
15% conversion uplift across key money products
27% increase in session engagement and return usage
WCAG AA compliance achieved across key products
Reflection
This project highlighted the commercial value of accessibility and the power of personalisation when aligned with strong UX foundations.
Value - It’s different for all of us
The above project prototype uses the idea of perceived value by users and the factors people use to determine the ideal option.
When a user picks a deal they take into account a number of factors. We distilled it down to three.
Internet speed (Fast, Superfast etc)
Provider (Sky, Virgin, BT etc)
Does the deal they are looking at come with TV?
Based on these factors we tested and created a number of prototypes and tests for users to have the ability to quick filter based on these factors so when a user asks the question “does [provider]have any better deals?” they can quick check all the deals by that provider. Or if they ask “I’m not committed to a provider so are there any better deals for the speed i need?” they can search by that instantly from inside the results cards.
It doesn’t exist anywhere else in the comparison market and has generated an uplift of user to sale of 20%.