Andrew Flett

Standardising engineering and design practice across 15+ products with a Design System for LloydsDirect

As the lead on design and technical implementation, I worked closely with a small team to establish a shared Design System at LloydsDirect, providing a common language for engineers, designers, and marketing teams. It featured a comprehensive component library, supporting both internal and patient-facing products, and a pattern library with best-practice solutions for common tasks such as forms and navigation.

The system was built on top of on a design token library, ensuring styles and themes remained uniform across products and could be easily switched on the fly for dark modes, and white-labelling.

To support uptake and training, a set of design and engineering tooling was created, including Figma libraries, code formatters, linting tools, inline IDE documentation, and code scaffolding, streamlining workflows for both design and development teams.

By streamlining and cutting out redundant process, we sped up development cycles, improved product consistency, and made collaboration smoother. Since the system was fully backwards compatible with all existing code bases, we could gradually roll it out across over 15 existing products without needing full rewrites—allowing teams to adopt it at their own pace while keeping everything running smoothly.

An omnichannel communications and triage tool to help Law Centres nationwide manage demand

As part of a wider digital transformation programme, I had the opportunity to carry out research and subsequently design and build Enquirydesk – an omnichannel communications and triage tool created to help Law Centres across the UK better manage demand and serve their communities more effectively.

Through in-depth research with multiple centres, I identified key pain points and tested several concepts through live prototyping and validation before finalising the product.

This process resulted in the launch of a SaaS platform - utilising React, Ruby on Rails, and third-party providers such as Twilio and SendGrid - that consolidates calls, emails, SMS, webforms, chat, and WhatsApp into a single, streamlined interface.

Now live in several Law Centres, it is being rolled out nationwide as part of a broader digital transformation initiative across the Network.

A mobile app for the UK's largest online pharmacy

The new Pharmacy2U mobile app integrates multiple service offerings, including eCommerce, prescription management, and online doctor consultations, providing users with a comprehensive healthcare solution in one place.

Balancing user needs with complex regulatory and technical requirements, I led a small team to iteratively design, develop, and launch a hybrid React Native and webview app, while playing a hands-on role in both design, and engineering.

Digital accelerators: 3-month journey from problem to live service with bespoke product design and engineering.

As part of their broader mission to up-skill charities in digital practice, I was contracted by Catalyst to design and run a series of digital accelerators supporting non-profits across the UK in rapidly prototyping, designing, and launching new digital services.

These accelerators aimed to help organisations quickly identify and validate digital opportunities while providing the necessary tools and infrastructure to explore new ways of working and service delivery.

Delivered in three-month sprints, the programme included best practice guidance and ongoing support. Each of the four accelerators resulted in the successful launch of a new digital service backed by bespoke products designed and developed by myself, all completed within the three-month period.

A customer service tool to streamline operations and improve customer satisfaction for online pharmacies

While at LloydsDirect, I had the chance to research, design, and build a customer service tool. The tool integrated seamlessly with communication platforms AirCall and Intercom, enabling staff to interact with patients across multiple channels while actioning any issues they may have, all in a single platform.

We implemented efficient workflows to streamline processes for common tasks, allowing staff to complete them quickly using keyboard shortcuts while still actively speaking to patients. A key feature was the unified view of complex patient records, which provided detailed yet easily scannable information. This allowed staff to quickly identify the status of orders, prescriptions, and consultations, as well as spot any issues at a glance.

Additionally, comprehensive audit trails tracked all activity on patient accounts, ensuring patients did not have to repeat themselves if speaking with multiple advisors over the course of an issue resolution.

I took an iterative approach, collaborating closely with staff to co-design the tool. Starting with an early prototype, I gathered direct feedback to refine usability and address pain points. This ensured the final product was intuitive, effective, and seamlessly integrated into staff workflows.

A digital framework and design system for Law Centres nationwide

Law Centres are independent non-profit organisations with limited time and budget for digital strategy. As part of a wider digital transformation programme originally seeded by the FUSE accelerator, a new shared design system was developed through the LCN digital framework.

Written in React, the system provided clear brand and usability guidance, as well as practical tools for designers and developers. This system offered a foundation for digitising existing services and equipped centres with the resources to explore new ways of working and service delivery.

Expanding Rough Trade's reach and creating new internal tooling to streamline operations

The music retail chain Rough Trade aimed to transform and scale both their digital and in-store operations, as well as grow into new markets online in the US, improve the customer service of their existing online business, and introduce new customer propositions.

As part of these efforts, my work involved designing and building a bespoke e-commerce website - which also launched their first US online store - and creating custom fulfilment and back office tools for shipping, stock management, and replacing integrations with physical Point of Sale platforms across stores in both the UK and US.

An innovative, open-source content editor for fast-paced editorial workflows at ITV News

Created for ITV News in response to a need for tools which could provide journalist to deliver diverse content and fast-paced online news, Sir Trevor is a robust editing framework. Collaborating closely with the editorial team, I designed, developed and launched it to replace outdated WYSIWYG editors.

Once open-sourced, the package was ported into 7 different backend frameworks and used across thousands of projects worldwide.

Responding to change and leveraging digital; a new digital-first service for Action for Children

Action for Children's brief for me was centered on leveraging digital solutions to address budget cuts and the closure of physical Children’s Centres across the UK.

Following initial coaching with their team, a service design research program was conducted to better understand user needs and operational challenges. Prototyping and iterative testing informed the development of a tailored Live Chat service, designed in close collaboration with service staff.

Alongside the launch, existing practitioners were retrained to adapt their workflows and communication styles, ensuring a smooth transition to a digital-first approach while maintaining high-quality service delivery.