Frances James

Principal UX Consultant

Frankie has a natural curiosity and passion for uncovering user behaviours, emotions and needs through user research. With over a decade of experience, she has led projects for clients across sectors including banking, travel, media and charity. She enjoys using a broad range of remote and in-person methods, from diary studies to creative focus groups, and always aims to build a strong, open connection with respondents and clients alike.

Reflecting an interest in psychology, Frankie appreciates the importance of uncovering the ‘why’ behind each insight. Whether you want concise recommendations, or to get stuck into the detail, you can trust her to meet your requirements. She specialises in creating engaging deliverables, such as infographics and video reels, that help stakeholders truly empathise with their users.

Frankie’s expertise is enriched by previous experience working as a Human Factors specialist for a premium automotive manufacturer, and a first-class degree in BSc (Hons) Design Ergonomics from Loughborough University.

Specialist areas:

Detailed study design and project management, that fits in with your ways of working.
Discovery research that uncovers functional and emotional user needs through remote and in-person methodologies including ethnography tasks, diary studies and interviews.
Adapting research methods and communication styles to different user segments, including children and those who are vulnerable, disabled, or older.
Using storytelling in deliverables and presentations, to create an engaging narrative for stakeholders, that is led by direct evidence from users.
An expert understanding of UX design that supports successful solutions, through the creation of actionable design recommendations and wireframes.
Visualising insights through infographics, storyboards, video clips, personas and customer journey maps.