Francois Bredenkamp

User Experience Lead @Publicis Sapient

London, GB

Spearheaded end-to-end UX redesign of Nissan’s Ownership, EV, Fleet, and Charge Hubs, applying user-centred design and service design principles to enhance engagement and streamline customer journeys (Situation: Fragmented user experiences; Task: Ensure consistency; Action: Integrated global Web Design System with Figma prototypes; Result: In Nissan Pop-Up Event UX Optimisation, increased overall CTA CTR from 11.8% to 78.1%, engagement score from 3.8 to 6.4 (+40.6%), and reduced frustration score from 3.0 to 2.3 (-30.4%) using Medallia Decibel analysis).Optimised ongoing UX and accessibility audits using Google Lighthouse, Medallia Decibel, and Adobe Analytics to identify friction points and support WCAG compliance (Situation: Continuous improvement needs; Task: Maintain global leadership)Tracked Digital Experience Scores (DXS) across engagement, frustration, and navigation pillars, integrating qualitative and quantitative UX research to prioritise improvements (Situation: Declining rankings; Task: Enhance metrics; Action: Analyzed VOC and heatmaps with expert calculations; Result: In Nissan Car Configurator Redesign, prototype usability testing measured 9% increase in finance-plan completions and 28% decrease in support queries, addressing baseline where 80% users struggled).Designed wireframes, user flows, and high-fidelity prototypes in Figma and Adobe Experience Manager, employing design thinking and co-design for accessible interfaces (Result: Delivered prototypes aligned with user needs and business goals through UX research validation).Collaborated with clients, developers, and stakeholders to translate UX research into actionable roadmaps using JIRA, presenting strategic recommendations (Result: Championed accessibility and fostered innovation).Explore detailed case studies at frankux.co.uk to see my impact on Nissan’s digital ecosystem, or connect to discuss senior UX opportunities.