TMHCC

TMHCC's existing systems lacked scalability, usability, and functionality, creating inefficiencies in key operational areas like collections, payments, and transactional activities.

Digital transformation was needed to improve operational efficiency and user experience for both credit control managers and principal managers.

A comprehensive solution required to function seamlessly across mobile, tablet, and desktop platforms.

Conducted extensive user research, including contextual inquiries, persona development, and competitive analysis to understand user needs and market opportunities.

Led stakeholder workshops to gather insights and validate user journeys, ensuring inclusivity and accessibility in the design process.

Developed journey maps and information architecture to identify and address user challenges effectively while embedding accessibility standards from the outset.

Designed and developed two multi-channel portals: the Credit Control Portal for handling collections and payments, and the Principal Manager Portal for managing principal-related activities.

Delivered modular wireframes, high-fidelity prototypes, and interactive designs that underwent rigorous usability testing to ensure they met user requirements and WCAG 2.0 AA compliance.

Ensured responsive design across all devices and embedded data privacy compliance practices, particularly aligning with GDPR standards for user data protection.

Ran with a team of 15, 2 direct reports, over 1 year.

Commercial ownership of a budget between five hundred thousand and one million dollars, covering forecasting, change control and the commercial conversation with the client.

Global enterprise programme delivered across United Kingdom, shipping to Web, Mobile and Native iOS and Android.

Heavy regulatory and compliance context, so accessibility and compliance sign off were release gates rather than an afterthought.

I owned the plan, the schedule, scope and change control, the RAID log, and status reporting to the client sponsor.

Functional requirements written so developers could estimate honestly, with UAT and QA gates before each release.

Results included improved operational efficiency and enhanced usability, leading to increased productivity for credit control and principal management teams.

Both portals achieved consistent user experiences across devices, boosting user satisfaction and adherence to TMHCC’s commitment to efficient solutions.

Portals facilitated accurate and timely management of principal activities, reinforcing TMHCC’s reputation for localized, innovative solutions in the Italian market.