Andrew Flett
Digital product person with 20 years' experience across engineering, design, and product innovation.
What I do
Full-stack engineering with a leaning toward frontend
Product and user experience design
Prototyping, from sketch to live iterative design
Design-thinking facilitation
Product strategy and leadership
Quantitative and qualitative user research
Passionate about accessibility and digital inclusivity
Technical specialisms
Products
and things
An omnichannel communications and triage tool for Law Centres nationwide
Enquirydesk is an omnichannel communications and triage tool. After a period of research with Law Centres across the UK aimed at identifying ways to better manage demand, I designed and prototyped a handful of concepts to learn from real world use before designing, developing, and launching a SaaS product that bring together calls, emails, SMS, webforms, chat, and WhatsApp into one interface. EnquiryDesk is live in a handful of Law Centres and is currently being rolled out nationwide as part of a broader digital transformation of the Network.
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. The end products I delivered included a bespoke e-commerce website, the launch of their US online-store, bespoke fulfilment workflow tools for shipping and stock management, as well replacing and integrating with each of their stores’ physical Point of Sale platforms, in both the UK and US.
Digital accelerators; 3 months from problem to live digital service
As part of their wider mission, I was contracted by Catalyst to run a series of digital accelerators to help non-profits across the UK rapidly prototype, design, and launch new digital services. These accelerators were designed to help organisations quickly identify and validate new digital opportunities, and to provide the tools and infrastructure required to pursue new ways of working and services offered. The accelerators were delivered in a series of 3 month sprints, and included a series of best practice guidance and a programme of support. Each of the four accelerators I ran resulted in a new digital service being launched within the 3 month period.
A digital framework and design system for Law Centres nationwide
Law Centres are independent non-profit organisations who have little time or budget to commit to digital strategy. As part of a wider digital transformation programme originally seeded by the FUSE accelerator, I created The LCN digital framework and design system was created to provide a foundation for digitising existing services, while at the same time giving centres the tools and infrastructure required to pursue new ways of working and services offered. It is delivered primary in React, along with a series of best practice guidance and a programme of support.
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 design, developed and launched it to replace outdated WYSIWYG editors. Once open-sourced, this project was implemented in 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 focused on a desire to leverage digital to cope with budget cuts and closures to physical Children’s Centres across the UK. After some initial coaching with their team, running a service design research programme, and prototyping, I worked closely with their service teams to design and launch a successful Live Chat service and retrained existing staff practitioners to transition to a digital-first service.