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Hi, I'm Richard.
I’m a Senior UX Designer with over 20 years of experience shaping intuitive, user-centered digital products across web, mobile, and enterprise software.
Having started my career in 1999 at a small Internet Service Provider, I’ve adapted through every stage of design’s evolution - from early table-based sites and Flash to today’s responsive, research-driven ecosystems - and now to AI-augmented workflows that accelerate thoughtful outcomes. I believe design should drive strategy, not follow it. My approach blends deep user research, data insights, and business goals to create experiences that are elegant, accessible, and measurable in their impact.
Today, I actively leverage AI tools as a strategic partner: accelerating ideation and variant generation, synthesizing research insights at scale, generating rapid wireframes and prototypes (in tools like Figma AI, Uizard, or UX Pilot), and refining interactions with data-backed suggestions - always with human oversight to ensure contextual depth, taste, and real user alignment.
I’ve led cross-functional teams, guided scalable design systems, and mentored designers to grow both their skills and confidence, now including how to wield AI effectively without losing strategic edge.
Whether in enterprise environments or freelance projects, I thrive on solving complex problems, aligning stakeholders, and delivering products that make a genuine difference for users and businesses.
Beyond design, I’m also a musician, and I bring the same creativity, collaboration, and curiosity to both - whether composing melodies or orchestrating AI-assisted design flows.
My success in UX design comes from a deep commitment to understanding users—their needs, expectations, and frustrations—
and adapting designs based on their feedback. By applying usercentered
design principles and considering the development
environment, I can identify the right tasks to focus on and prioritize
them effectively.
I’m equally confident presenting ideas, writing business cases,
engaging with key stakeholders and clients, and navigating the
complexities of organizational dynamics.
At HSBC, I gained valuable experience collaborating with crossfunctional
teams to enhance the overall user experience. I worked
closely with product, customer experience, contact center, and
marketing teams to better understand the relationship between
customers and the business. By analyzing complaints, live chat logs,
and surveys, I was able to identify opportunities for improvement
and deliver meaningful enhancements to both UX and CX.
Ready to solve a tough challenge together?
Mapping user journeys and structure for seamless, effective digital experiences.
![image of decorations selection [interface]](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/695d849268bf953cedf25813_7d2c180b-e95e-4449-a78e-305dfccbab20.avif)
Designing clear, modern interfaces for web and mobile with a focus on usability.
Creating prototypes and running usability tests to refine user flows.
Leading workshops and sprints to align teams and drive progress.
feedback
Richard's depth of experience, product intuition, and unwavering commitment to customer-centric design have shaped some of our most critical digital journeys. From complex onboarding flows to multi-channel servicing experiences, his work consistently demonstrated both strategic thinking and meticulous execution.
Richard is collaborative, data-informed, and relentlessly focused on delivering experiences that feel simple and empowering to customers. His contributions have had a lasting positive impact on our digital adoption and customer satisfaction metrics.I strongly recommend Richard for any senior UX or product design role—he is an exceptional talent who consistently raises the bar.
Over nearly two decades, Richard played a pivotal role in the evolution of HSBC’s public website experience. His ability to balance brand, customer needs, regulatory constraints, and commercial priorities made him an invaluable partner in some of our most complex and high-visibility initiatives. Whether doing a full redesign, redesigning core product journeys or driving improvements to content structure and navigation, his work consistently elevated the quality and clarity of our digital presence.
Richard played a key role in shaping the evolution of our public website into a more personal, relevant and customer-focused experience. His ability to align brand, customer needs, regulatory considerations and commercial goals made them an invaluable partner across our most visible digital initiatives.He worked seamlessly across product, engineering, marketing and compliance teams, helping us move from static information delivery to tailored journeys and more intuitive paths to product discovery.
Working with Richard made an immediate impact on product quality. He proactively involved QA during design reviews, clarified edge cases, and documented behaviors that used to show up as late-stage defects. Our team felt empowered instead of reactive, and it significantly improved collaboration between QA, design, and development. I can confidently say UX played a major role in reducing defects and making our releases smoother.
![[interface] image of a tablet showing a saas product interface (for an ai saas company)](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/695efa7e877352e98ecde3da_graemetaylor.png)
Across many years and countless digital sales campaigns, Richard proved to be one of our most reliable and insightful UX partners. Beyond exceptional design skills, his breadth of digital knowledge — spanning UX, content, SEO, performance, accessibility and customer behaviour — made him uniquely effective at turning complex propositions into clear, relevant and commercially strong customer journeys.
![image of office environment [interface]](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/695efe8dfe5fa4b03e0dce06_naomi.png)
Richard was a key contributor to HSBC Bank Canada's digital transformation programme. His strong UX expertise helped us redesign and streamline critical customer journeys, especially onboarding and account opening.Richard’s user-centered approach removed major friction points, resulting in smoother, more intuitive experiences, lower drop-off rates, and faster time-to-value for new customers. His collaborative style and focus on measurable impact made him an excellent partner in delivering a world-class digital banking experience.I highly recommend Richard for any UX or digital product role—he consistently puts the customer first and delivers results.
“Our websites are stronger, more coherent and more effective because of Richard's contributions, and we’ve benefited tremendously from his ongoing stewardship of our digital platforms”
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