Hello there!
Who are you?
I'm Callum, an experienced professional with a proven track record in remote environments and driving business growth within the SaaS industry.I'm really eager to apply strong communication, problem-solving, and project management skills to contribute effectively to designing intuitive, visually appealing, and user-friendly interfaces that optimise customer satisfaction and drive business success.Okay, great - what do you want?
I'm seeking to leverage eight years of experience in customer-facing roles, a degree in Graphic Design and a passion for enhancing digital products to transition into a full-time UI/UX position.
Error Pages
404, 504 Designs
Exporting Data
UI Revamp
User Automations
New Product Feature
Account Switching
New Feature UI
Complete UI Revamp
Material Library Implementation
Subscription Info
UI Revamp
Account Off-boarding
New Product Feature
What users used to encounter during 504 errors and system-wide incidents
New 504 Error page with iconography and primary/secondary action buttons
404 Error page, with royalty-free imagery variation and primary action buttons
Power Diary, Error Pages
Customers frequently encountered "Access denied" errors and other issues like 404s, damaging the brand's reputation, particularly during maintenance or system incidents.Multiple variations were created and presented to stakeholders in a slide deck, leading to actionable feedback and the selection of the best options.Problems Solved:
Guided users to self-service actions and provided more information.
Improved company branding to reduce user anxiety and frustration by designing for these scenarios.
Offered more context when users accessed restricted account pages.
Reduced the load on the Customer Support team during these incidents.
New version which includes a four-column grid, new radio buttons and removing toggle switches in favour of checkboxes
Previous page version where users would choose and filter their account data to export
Power Diary, Data Export
Practitioners in the clinical management system can export their account data for backup and off-boarding purposes.The brief was restricted to exclude the bottom table, which was not within scope for development work.I revamped the journey based on the type of exports to improve flow, and applied hover-over tooltips to provide additional context about each checkbox to the user.Problems Solved:
Users are no longer confused about the steps they needed to take
Replaced toggles with checkboxes so that users no longer expect an action when toggled
Added a 'Select All/None' with different states to improve the UX, given the number of checkboxes
Reduced the load on the Customer Support team of FAQ on this page
Left: Previous page version.
Below: Mobile-friendly version with stacked elements.
Initial page load which allows the user to create new automations. Choosing the type reveals other configuration choices.
Below: Low-fidelity mockup authored by the Product Owner, illustrating the high-fidelity design.
Low-fidelity mockup authored by the Product Owner, illustrating the high-fidelity design.
Power Diary, Automations
Briefed to build new screens for a frequently-asked, brand-new feature inside an allied healthcare clinical management system.This included sections where the user has to configure new automations (a lá Zapier).Designed within an established design library with Figma components from a provided low-fidelity mockup from a Product Manager.Problems Solved:
User can set-and-forget automations for issuing invoices to clients, post-appointment and other types
User can set triggers based on use case
User can apply conditions for the automation to fire, based on their need
Finally, user can choose what the action should be
This page allows a user to generate a code that allows access to that account for third-party usage.
The other user visits this page, pastes the code and assigns access permissions.
Power Diary, Account Switching
This brand-new feature allows account switching for business owners who handle many individual accounts, and Virtual Receptionist services who manage (and need access to) a number of different practitioner clinics.Currently the Customer Support Team handles them manually from users' specific requests.I harnessed existing assets used for an earlier 'Setup Wizard' project, in order to reduce the required engineering/dev work.Problems Solved:
Users no longer have to send a request to the Customer Support Team to connect two accounts together
Both users give explicit permission to connect on their end, which is better for data access control and compliance
1920px breakpoint of a revamped UI concept.
Previous page before UI and UX research/analysis.
992px breakpoint of a revamped UI concept.
768px breakpoint of a revamped UI concept.
Power Diary, Complete UI Revamp
Tasked with developing breakpoints for key, frequently-used pages within a new design library established by the Senior Designer, which harnessed the MUI Material UI system.While creating high-fidelity concepts, I added and refined components to resolve issues, ensuring consistent hierarchy and adherence to specifications.The ongoing challenge was balancing a "fresh" feel for new users without alienating existing customers accustomed to the current UI/UX.Problems Solved:
New users no longer feel that the product is outdated when compared to competitors
Existing users feel that the product is continually evolving, and providing a RoI on their subscription billing
375px breakpoint of a revamped UI concept.
Re-designed page outlining an account's subscription/billing information, how-to close their account etc.
Re-designed page outlining an account's optional add-ons, including teleconferencing and outgoing SMS charges.
Newer concept of a page where it is re-designed to better reflect the brand, design language and latest system assets.
Previous page before UI and UX research/analysis.
Power Diary, Subscription Info
Briefed to help improve the in-app account billing information for an allied healthcare clinical management system in the SaaS industry.Problems Solved:
Customer Support Team gets less FAQs about simple billing queries, freeing them to focus on other topics with a higher value to the business.
Account owners learn and self-serve about their discount, their pay-as-you-go billing for teleconferencing and SMS
Start of the off-boarding process in a modal, with branching logic and vertical stepper.
According to stakeholder requirements, users are not able to proceed until they acknowledge.
Power Diary, Account Off-boarding
Tasked with developing self-service account off-boarding flows with branching logic and closure reasons, replacing the current manual process handled by Customer Support.I leveraged assets from a previous 'Setup Wizard' project to minimize engineering work and sourced iconography from the new design system and Undraw.co.Problems Solved:
Users no longer have to send a request to the Customer Support Team to close their account and cease billing
Account owners give explicit understanding about terms/conditions which is better for commercial reasons
Account owners are prompted to export their data before they lose access
Product Owner-provided low-fidelity user flow, from start to finish.
Professional Experience
Power Diary
2023 – present
Remote
Associate UI Designer
Power Diary is a SaaS platform providing clinical management software to allied healthcare clinics. Primary focus centred on supporting the full-time UI/UX Designer in revitalising the aesthetics and user experience of the cloud application:
Collaborating with stakeholders to create design briefs that meet their needs.
Transforming low-fidelity mock-ups into high-fidelity Figma designs for desktop and mobile to support development.
Enhancing the design system with new UI components for ongoing and future use.
Incorporating feedback from Senior Designers and Product Owners to refine designs.
Proposing clearer, customer-friendly UI labelling copy.
2022 – present
Remote
Senior Customer Support Agent
Based on my earlier accomplishments at Power Diary, I was promoted to a newly-created senior-level role with the following additional accomplishments;
Handled over 2,500 customer interactions via email, Live Chat, and teleconference from June 1, 2022, to June 1, 2023, with exceptional engagement.
Achieved a 70% first-response resolution rate for email tickets, a key performance indicator of prompt issue resolution.
Earned a 91% satisfaction rate from 150 customer surveys, with top "Great" ratings, demonstrating a commitment to service excellence.
Maintained a 14-hour average response time, consistently meeting the 24-hour KPI for timely customer support.
Led mentoring and training efforts, sharing technical expertise to boost team performance.
Proactively resolved the most complex and technically challenging support tickets, showcasing strong problem-solving skills.
2020 – 2022
Remote
Customer Support Agent
Understand and triage incoming support requests, ensuring they are assigned to the right team.
Conducted sales demonstrations to potential health clinic clients.
Provided technical support and training sessions for both small and large clients, leading to increased customer satisfaction.
Record product bugs and user feedback for engineers and product team.
Reapit
2017 – 2020
Leeds, England
Template Service Analyst
Combined client-facing role investigating, troubleshooting and resolving issues in-line with company SLA, and working on client projects onboarding onto global real estate SaaS platform.
Delivered 25 client projects from scoping to deployment, meeting Project Go-Live timelines.
Resolved incident tickets within SLA requirements.
Created internal documentation for colleagues and client-facing materials for knowledge sharing.
Conducted real-time video and screen-sharing calls with new clients to address technical questions and custom requirements.
Education
Certifications
Higher National Diploma
Visual Communication
2006 – 2008 | Aberdeen, Scotland