{"collectionById":{"7f30088d-02ed-4325-941a-a6bec06a7ff8":{"id":"7f30088d-02ed-4325-941a-a6bec06a7ff8","name":"Case Studies","fieldSchemas":[{"id":"a1a47c62-e15c-41e3-b4da-c121114a7864","name":"Hero","type":"image"},{"id":"0ece4bf0-ed01-407d-bf68-4598e04bdaab","name":"Title","type":"plain_text","role":"primary"},{"id":"b3e42edf-6f17-4be0-b874-de6cb2c3140b","name":"Slug","type":"slug","role":"slug"},{"id":"8f059939-e62b-41bc-8c78-eed74b999fd3","name":"Outcomes","type":"rich_text"},{"id":"f5ea2ef2-fb27-4751-8153-ed4f25dde680","name":"Reflection","type":"rich_text"},{"id":"9dcc124e-5796-4611-99b4-798756a7af4a","name":"A closing note","type":"rich_text"},{"id":"d65c9cc3-5510-4978-9c1c-12d74c139342","name":"Description","type":"plain_text"},{"id":"6c012b45-affe-4199-8939-b9936f537eb2","name":"Working through it","type":"rich_text"},{"id":"9f89c611-3e76-4c2f-9198-a25d75d762dd","name":"Context","type":"rich_text"},{"id":"dc92362f-5867-477e-80ee-0f2ea93de585","name":"What made this complex","type":"rich_text"},{"id":"e077d290-225e-447e-be86-fb8e715ad300","name":"My focus","type":"rich_text"},{"id":"8a16de92-8993-4519-867d-5d80c1c85fa5","name":"Tags","type":"rich_text"},{"id":"a6b4aca2-69b3-47a0-93c4-1c81ee04fdf0","name":"TLDR","type":"rich_text"},{"id":"0825157a-7886-43fe-9c4d-e6e332d08363","name":"Client Name","type":"plain_text"}],"itemById":{"bf9e4609-e805-4435-930c-7794fae7cc98":{"id":"bf9e4609-e805-4435-930c-7794fae7cc98","index":"#","collectionId":"7f30088d-02ed-4325-941a-a6bec06a7ff8","fields":[{"id":"44784228-5ac9-4f41-866d-22104c7f2548","value":"Ocado Technology | Tech Ops Tooling","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"0825157a-7886-43fe-9c4d-e6e332d08363"},{"id":"658f195b-882b-4448-b583-b40af2ce8277","value":"Three months on the floor","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"0ece4bf0-ed01-407d-bf68-4598e04bdaab"},{"id":"b9216046-98fd-4628-8655-9dabb13f2bd8","value":"Designing for complexity: three months embedded in fulfilment automation","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"d65c9cc3-5510-4978-9c1c-12d74c139342"},{"id":"198388d1-be5c-46dd-bc24-34910dc394fc","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Outcome\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The Peripheral Details dashboard completed and handed over to engineering for build. A unified CTM prototype and research knowledge pack completed and ready for the next design phase. Experience vision methodology shared with the tech ops UX team.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"8f059939-e62b-41bc-8c78-eed74b999fd3"},{"id":"bb88f2b9-63a1-4c01-ac3c-edb14e94e58d","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"A Closing note\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Consumer and operational design look like different disciplines but they share the same foundation. Understanding the user, their context, their goals, and what gets in the way. The difference in operational tooling is that the stakes are more visible. A poorly designed consumer interface might frustrate a shopper. A poorly designed diagnostic tool might keep a station offline for longer than it needs to be, with real consequences for the people and the business that depend on it. That proximity to consequence sharpens how you think about every design decision.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"9dcc124e-5796-4611-99b4-798756a7af4a"},{"id":"936f7396-e278-482d-9b7a-39947623fdd6","value":"{\"image\":\"1dd741f0b2fd3027e5f81e5f3bf366b7f6da1983\",\"imageThumbnail\":\"305ac16cac39b8a2b640284cd7f3edeab4424023\",\"originalImageHeight\":3906,\"originalImageWidth\":6944,\"altText\":\"A picture of a illustration showing ocado automated pick station machines \",\"fileName\":\"Hero.jpg\"}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"a1a47c62-e15c-41e3-b4da-c121114a7864"},{"id":"4d55a25e-e72c-4e5e-a1e8-f69646721b5c","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Reflection\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Three months is not long enough to ship something in a domain this complex. What it was long enough for was getting deep enough to understand why the problems were hard and to leave something useful behind.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The biggest shift was learning to design for experts rather than general users. In consumer product design the goal is often to reduce cognitive load and simplify. In operational tooling the users have deep expertise and what they need is accuracy, speed, and trust. Oversimplifying is as much of a risk as overcomplicating.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The cell error visualisation was a good example of this. The first instinct might be to surface only the most critical errors and hide the noise. But technicians need to see the pattern of errors over time to make accurate diagnoses. The design had to respect their expertise rather than second-guess it.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"f5ea2ef2-fb27-4751-8153-ed4f25dde680"},{"id":"7aeba34f-30e1-4336-af34-2e1f939aa089","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Working through it\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Initiative 1: Production Diagnostics dashboard\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h4\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Production Diagnostics had been launched as an MVP but adoption was slow. User interviews revealed a consistent pattern  technicians found SCADA and Google Dashboards showed things PD didn't, so they kept switching between tools. Engineering managers had no single view of station health and were piecing together information from multiple sources.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"501a51f30825b0fdc9417a482ad356ba96c3fddf\",\"src\":\"https://s3-alpha-sig.figma.com/img/501a/51f3/0825b0fdc9417a482ad356ba96c3fddf?Expires=1781481600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=lrDjh8GbObHHp6xAvhDVJc6qSEsSAAfP-MCr3oCQ1NAN15FLlWc3sIGW2n5l8lRLgcHQ4fOVtpl2xNl5-g9QTEwzLzujm8xHGXde1EX1rKcfh9rent5g~81tOnpkPaTI~5FcTp088LX9~7PJ2Xz~KEmYgJ~KssyDro8ORklpnzqcqbMeuGZNmsreT41W~2j~RhpzAjhx-~m6oX3jxCel3eCy9-HMYUvzmYV-ReuTPicrylfIgn1UoHP~TR~qHXfok6TgugkL-~KvJkxmXua0R31ai~kJ3oE~Sb9NWGgJVYgeKAxkH7uS-hdlqpsVfD40mhXiZoDayRjSQGM733fxmA__\",\"altText\":\"\",\"originalImageWidth\":1920,\"originalImageHeight\":534,\"isFillWidth\":false}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"right\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"My goal was to close the gap between PD and existing tools. Three problems needed solving: HMW show a wider range of station performance metrics and data visualisation, a consolidated view that reduced context switching, and a way for engineering managers to assess station health at a glance without drilling into individual dashboards.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The information hierarchy was directly shaped by the metrics that mattered most to the business and to each user group. From interviews with engineering managers and from the SLAs that governed operational performance, I identified the key signals: DPTO (Defects Per Thousand Operations), Mean Time to Alarm, uptime, and processed containers. Technicians and engineering managers cared about different things at different levels of granularity, so the hierarchy had to serve both without forcing either to wade through information that wasn't relevant to their task.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The cell error visualisation was one of the more interesting design challenges. Each station is made up of individual cells and errors from sensors are triggered constantly. The key insight from the domain research was that a single error rarely means anything. What matters is the velocity of errors over time and the combination of different error types occurring together. A sensor triggering once is noise. The same sensor triggering repeatedly, or multiple sensors in the same cell triggering in combination, signals a problem worth investigating.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"To make this useful I designed a 2D spatial view based on a design system pattern that was already being used which showed the station layout and its corresponding cells, overlaid with Alarm Count and Time in Alarm data. This gave engineers a way to immediately identify which cells had the most issues and then deep dive to determine whether a faulty sensor needed replacing or a roller needed adjusting. The spatial view made the abstract data legible in a way that a table or list couldn't.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"We validated the designs through guerrilla usability testing at one of our CFCs, putting the prototype in front of technicians in the actual environment they worked in. Testing in context mattered here in a way it doesn't always in consumer product work. The operational environment, the noise, the pace, the physical proximity to the systems being monitored, all of it shaped how engineers actually interacted with the tool and what they needed to see at a glance.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"a3291ebbbd53acbc0e90e09350c04ce170b4a6ad\",\"src\":\"https://s3-alpha-sig.figma.com/img/a329/1ebb/bd53acbc0e90e09350c04ce170b4a6ad?Expires=1781481600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=JJCwW-Ck3HUeYIeQBwniYWxZIkjltzaocsLTHR8~JaH53x-N8kYGtNSHEv~SbAssaTQ2WzceJrfaU~NPQQyekFvxLETo15E1fvDdVWdQia4nI1GKHnqW7K3nZ04DOaFk0w0BGsT4vHzdLUwvZrEStU5uu1BYAcWIcTvfHQIO4buKTZ73mIEdpauOFzo3Zi2W-pRFbpoof6DnAkqV4I6C~ZlwIYxHy0ThQXchgeUGWwBnIAUKXgi-TgQ~k4tD0UYZt~DJmdsSzO5qq37e~qamdudFRPkL3vXRlDTjPmDQUYqQzkrlJFTN978tf6l1brn7LYu2U3t~y0aqx1h9kB77Cw__\",\"altText\":\"\",\"originalImageWidth\":1920,\"originalImageHeight\":1550,\"isFillWidth\":false}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"By the end of the secondment the Peripheral Details dashboard was complete and in the process of being handed over to engineering for build. I had already begun technical discovery conversations with engineers to work through implementation questions.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Initiative 2: Conveyancer Test Mode\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h4\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Conveyancer Test Mode is a critical diagnostic feature that enables technicians to override the default automated operation of a station and run totes through different peripherals manually. It is used daily for fault-finding after jam busts, where totes get stuck in the conveyor system and trigger station shutdowns, and by commissioning teams when new CFCs are brought online.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The problem was fragmentation. CTM existed in multiple variations across different systems, making it time-consuming for technicians who moved between stations to locate the right tool. There was also limited configurability selecting specific tote types or weights, which is often necessary for targeted fault-finding, was unnecessarily difficult which we later discovered during research.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"61849912373edfda4fff28a10b7aa183b6336301\",\"src\":\"https://s3-alpha-sig.figma.com/img/6184/9912/373edfda4fff28a10b7aa183b6336301?Expires=1781481600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=hgdv4r7sBf5nLkaA8tMkRqOi9E6v8Temi9pLe0NtHMbSz4rYXnBzaRoQhDyp7SDt~b3reCYHkQPkHIwR3-cDuIYU8AMxFNP1t-U8DZL6Cm9Egb508tD3khM3MKDOGeliiNLHP6qdxFrLcU9IkC6kb4xnAys3EGLaPdKsQlhsq8wo2CBjwfzVPDysuHmpt3jSXZt7yEMSb-rqrvNuDE1-8yWu3d9X3uo-6QM4G6ceWieewAEV1lbKrZUA1iGIf~DZCZ5LyvaUfh3WisYS7PikRkXbftZNBpx5GYqJ1HyH~4GuV-O80O7eInlbgc2mB31fD-wu41y0hNaDZKj3dhLFPA__\",\"altText\":\"\",\"originalImageWidth\":1920,\"originalImageHeight\":954,\"isFillWidth\":false}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"I conducted remote user interviews with technicians across different CFCs including Kroger in the US and visited two UK CFCs to conduct contextual inquiry, seeing the operation in person and understanding how CTM was actually used in practice. The complexity here was that each peripheral type performs a different function pick stations bring totes to personal shoppers, decant stations bring stock into storage, grid-to-grid moves product between ambient and chilled environments and each required different test parameters.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"I prototyped a unified CTM within Production Diagnostics, leveraging the existing One Design System to create an interaction pattern that could scale across the different peripheral configurations without requiring a separate tool for each. The goal was a single coherent entry point with the flexibility to accommodate each peripheral's specific needs. I documented the design direction, research findings, and outstanding questions in a detailed handover pack. Further design discovery and prototyping was still needed but the foundation was in place.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"542cd7816ef232793b2e2e49dd7ed06b0409cc60\",\"src\":\"https://s3-alpha-sig.figma.com/img/542c/d781/6ef232793b2e2e49dd7ed06b0409cc60?Expires=1781481600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=EYV3RcIzal4q1gLQ6WuNaeCGM7XMmqTv27Xt-ruF~V6UPLpsl-AWFHw79yhcHMkDpEU6DH5-GbKKbwjUnFtYznxfBxiHleJQQvfvApAxBGTKbVgqkjki52StBvmTizY-h-usUonNwwtgPW8N6Yjr~j29leL3B-UWngZYFIC2iMhjoajvMtBvUgQ1lt19U4JIOfA8cdKR9qkbLpYOV85siaHD89sVaAhk71h8z~-y~NUeQ3JRHKu9Wzpwo2pi~pwQu~J5pFqgD6qUbljQd2-l55c3hcxMbUFF2kgnDEdCPlrN15LXNJNvXKKBusb4XviBRPGq9lFJTiNy-qE1SD3bKA__\",\"altText\":\"\",\"originalImageWidth\":1920,\"originalImageHeight\":954,\"isFillWidth\":false}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Initiative 3: Experience vision\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h4\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Towards the end of the secondment I supported the tech ops UX designers in developing a longer-term experience vision for the tooling ecosystem. This was less a design contribution and more a mentoring one. The team was new to experience vision work and lacked confidence in how to communicate a direction without defaulting to static prototypes.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"My contribution was helping them think about storytelling and narrative structure, how to identify and articulate who the end user really was, and how to bring a vision to life in a way that could move stakeholders rather than just inform them. The methods and framing I shared drew on experience doing this in consumer product contexts and translating that into something that worked for an operational tooling audience.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"e94141598994d432d0219d0c8f55ffee0482f634\",\"src\":\"https://s3-alpha-sig.figma.com/img/e941/4159/8994d432d0219d0c8f55ffee0482f634?Expires=1781481600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=QprWR8roDA4ZeK39Fxyup5jB8PMhoELcvzR2W~f-KHo80-JYHAS0tCXGAbfYsvm4YUWVEK6vucxPV7q430wo15JMt5s~WiHUWWZWbGp4ogwqnjNj1NVYZr-69BI19LaKOa5J~ZeA0o~wfK0nDEj5GrViI8DyC1A44sC9J6WCeVtLdfePgP9l0l6aLWs3HkbplX6Liq1581Ovog8FJiy12pCpvEZysVlNj1y9mRaD3qmVY7SMYqjCu9TkOvpLEAj262VytSgKSTxYc1rFEKYjzmJ76d0bXSDnzEglH8U~53sJOfnxwjJAOVdkrBdfhwmFlpr9MuJZVRTfIDQ4ZNJKJA__\",\"altText\":\"\",\"originalImageWidth\":1920,\"originalImageHeight\":954,\"isFillWidth\":false}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"6c012b45-affe-4199-8939-b9936f537eb2"},{"id":"50dd8789-ce86-4c63-afee-820085692dbb","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"My focus\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The tooling landscape was fragmented. Technicians and engineering managers were switching between multiple systems Production Diagnostics, SCADA, and Google Dashboards because no single tool gave them a complete picture. The opportunity was to consolidate that into something more coherent without losing the depth that experienced engineers relied on.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Across three months I worked on two initiatives as part of a broader programme to migrate engineers and technicians away from distributed tools into a single unified platform i.e. Production Diagnostics. \",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"My primary focus was optimising the peripherals dashboard to consolidate the fragmented tooling landscape and reduce time on task. Running in parallel I led discovery and prototyping for Conveyancer Test Mode, working towards bringing it into the same unified platform.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"e077d290-225e-447e-be86-fb8e715ad300"},{"id":"dad72e45-bd36-47f0-872d-f69a613768af","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Context\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"For three months I myself embedded within the fulfilment automation team at Ocado, working on the internal tooling used by technicians and engineering managers to operate, diagnose, and maintain the automated systems that power Ocado's Customer Fulfilment Centres. These are large-scale robotic warehouses.  Ocado operates 25 CFCs globally, each containing hundreds of stations and thousands of moving parts.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The users weren't shoppers. They were engineers and technicians working in high-pressure operational environments where a fault in a station could limit fulfilment  and where the tools they used to diagnose and fix problems directly affected how quickly they could get them back online.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"This was a fundamentally different design problem from anything I had worked on before.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"9f89c611-3e76-4c2f-9198-a25d75d762dd"},{"id":"8859847d-b95b-4b11-bb0c-bc66045cbad6","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"What made this complex\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"B2C product design optimises for desirability and ease. B2B design for operational tooling optimises for speed, accuracy, and trust under pressure. The users had deep domain expertise and specific mental models of how the systems worked. Designing for them required understanding the domain well enough to make decisions about information hierarchy, data visualisation, and interaction patterns that were grounded in operational reality rather than design convention.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The physical complexity of the systems added another layer. Each peripheral type performs a fundamentally different function. Pick stations bring totes to personal shoppers for order fulfilment. Decant stations bring inbound stock into storage. Grid-to-grid moves product between ambient and chilled environments. Inbound and outbound stations manage the flow of totes in and out of the grid. Each peripheral had different operational parameters, different failure modes, and different diagnostic needs. A unified tool had to accommodate all of them without forcing every user type into the same interaction pattern.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"0d2b439b7a4ef26eb9f5c2cd6cd9838d8dbfed83\",\"src\":\"https://s3-alpha-sig.figma.com/img/0d2b/439b/7a4ef26eb9f5c2cd6cd9838d8dbfed83?Expires=1781481600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=mOs2jA7earuDFqpLDT~2VNZEUbdK-kg~zEqYqAsWaUfAIJRTpBDXhD5JEb4A0kVM4mEIzb82-RhgMgTNwd~Nt5YGhNPEtWdOw-JeJCgxbEYoF2yoxoVXdlXgSIe9yV3XzwB2wROE-mvanLjc6jIG-WSQG94yVJ10QrtQytSkZXP9SrRwkujMLxZUHMPxZUQ0pIL1X-aUfwC1459xOsWi748cYhMt56eugqSOrxlepRwjSHPjr32sXj5eW54NXX-hV5MZwE7mPg~3HSKH6P4KyhgmgwPhbgYzyiiDjTUt0AGN0DHFpb5xCJATK9nBRvFndxhV8N~kDuIdfQY-gMeDQQ__\",\"altText\":\"A picture of a grid of 3 images showing the differnt peripherals used in automated warehouse.\",\"originalImageWidth\":960,\"originalImageHeight\":299,\"isFillWidth\":true}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"dc92362f-5867-477e-80ee-0f2ea93de585"},{"id":"3dc32079-6e13-4eae-a1ab-15d7a3060c23","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Strategy ׁ· B2B · Automation\",\"type\":\"text\",\"version\":1}],\"direction\":null,\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":null,\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"8a16de92-8993-4519-867d-5d80c1c85fa5"},{"id":"5e9f8715-0bb0-47cd-9823-6c275ca9cda9","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"TL;DR\",\"type\":\"text\",\"version\":1}],\"direction\":null,\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"textFormat\":2,\"tag\":\"h3\"},{\"children\":[],\"direction\":null,\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":2,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Three months embedded in a domain I'd never worked in before,  operational tooling for engineers running automated warehouses. No metrics to ship, but two initiatives completed to handover-ready state and a third contributing to a longer-term experience vision. The real outcome was understanding how to design for expert users under operational pressure, which changed how I think about complex systems and trust in interfaces.\",\"type\":\"text\",\"version\":1}],\"direction\":null,\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":2,\"textStyle\":\"\"}],\"direction\":null,\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1,\"textFormat\":2}}","itemId":"bf9e4609-e805-4435-930c-7794fae7cc98","fieldSchemaId":"a6b4aca2-69b3-47a0-93c4-1c81ee04fdf0"}]}}}},"slugByItemId":{"b84bfd61-0202-409e-8b77-5ff64127affd":"the-emails-nobody-designs-for","0492040f-d0b4-4cfb-b1ff-039df1aa5114":"when-search-breaks-everything-breaks","57d71cc1-4493-4a2c-bbf9-3a3004b3d7d3":"making-exploration-feel-intentional","bf9e4609-e805-4435-930c-7794fae7cc98":"three-months-on-the-floor","1f582be7-56ee-4f88-83ba-d6772452bfc5":"the-audit-nobody-asked-for","730e2c40-f618-434d-91e7-d28543d5813c":"the-sprint-that-became-a-ai-strategy"}}