United Kingdom

UX Design

UI/ Visual Design

Branding and Identity Design

UX writing

UX Research

mark opland

City Ambassador

VP Design & User Research

Usability Testing

Product strategy

Prototyping

Qualitative research

Collaboration

Stakeholder management

Leadership

Content strategy

Information architecture

User research

Figma

I lead the Product Design, UX Research, and Design Operations disciplines at Onfido.  

Our team has shipped groundbreaking identity products:
  - Onfido Studio is our no-code, drag-and-drop interface that allows clients to build, maintain, and optimize identity workflows without requiring developer involvement.
  - Onfido Motion, our next-generation biometrics product, improved verification speed by 12X and anti-spoofing by 10X.
  - Onfido Software Development Kit ties our product suite into a multi-platform UX that optimizes performance in an accessible (WCAG2.1 AA) and intuitive UX.

Our research practice additionally provides insights that inform and empower our most strategic and impactful decisions. From developing an ideal customer profile to conducting a broad analysis of end-user sentiment toward identity, our researchers play a crucial role in executive decisions alongside the hundreds of daily decisions our product and tech teams make.

Onfido is the new identity standard for the internet. Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent and then compares it against their facial biometrics. We give companies the assurance they need to onboard customers remotely and securely. Our mission is to create a more open world where identity is the key to access.

Led the design for a suite of enterprise products supporting recruiting at Meta (Facebook). Our team leveraged large-scale data sets, machine learning and advanced systems design to create high-velocity and high-performing teams. Recruiting products enabled over 25,000 hires in three years.

My team was accountable for a diverse range of products used throughout Facebook:
  - We built a fully featured Applicant Tracking System for our internal recruiting team to source, evaluate, and track candidates across the end-to-end hiring journey.
  - We built a suite of tools for recruiting coordinators to match qualified interviewers with candidates and schedule interview loops that ensured candidates had a seamless onsite experience.
  - We built a suite of products to support interviewers, reduce bias and improve the evaluation of candidates.

I led the design strategy and execution for Xero's US design team, building products to support small businesses and their employees. I mentored designers embedded in interdisciplinary projects and established standards for high-quality and consistent delivery. I built strong relationships with global teams, partnering to create fantastic products while strengthening our internal organization through education, leadership and collaboration. 

Xero is beautiful accounting software that gives small businesses and their advisors real-time access to accounting information, anytime, from anywhere. Our universe revolves around our customers and our simple mission to make their businesses more productive.

Xero was created by a few developers working in an apartment above a coffee shop. From the onset, their goal was to create a cloud-based accounting solution that is smart, simple, secure and beautiful. Now, we are the global leader in online accounting with over 500,000 paying customers in over 180 countries.

As the Chief Creative Officer at Comrade, I was responsible for continuously elevating Comrade’s creative standards while growing the business. I provided creative oversight to a multi-disciplinary team including creative directors, visual designers, UX and content strategists and front-end developers.

I was directly involved in new-business acquisition, accountable for creative strategy and vision on pitches and all projects. Delivering on a key agency goal of diversifying our client-base, I established and developed relationships for key accounts that contributed to a 25% increase in revenue over the 2014 calendar year.

Additionally, I provided hands-on design, research and strategic consultation for Comrade’s most important client relationships. From shipping minimum viable products for startups to developing key strategies, roadmaps and design systems for top financial institutions, I built strong relationships and amazing products with our clients.

As the principal strategist for the Customer Experience team, I provided leadership and definition around the overarching customer experience strategy for our digital channel by collaborating with platform partners and product managers on our most important customer experience investments and projects. Beyond project-level work, I acted as a change agent by facilitating decisions related to strategic roadmap development with an eye towards incremental and/or disruptive innovations at the platform level.

I was particularly focused on innovations that would drive improvements to Wells Fargo's design methods or practices that would optimize existing products and services. I researched emerging trends in usability, technology and design and worked closely with business partners to develop working prototypes of future-state experiences.

Managed a high performing team of 10-15 interaction designers responsible for developing holistic online strategies and executing design solutions for the Wells Fargo Online Banking and Investments platforms. Working with internal clients and stakeholders, I produced successful customer experience strategies through a deep understanding of human behavior, customer needs and business drivers.

In this role, I had the opportunity to lead the design team through the largest merger in banking history, bringing Wachovia's 9 million retail households to the Wells Fargo network. Our team created over 25 detailed customer journeys to illustrate to lines of business and leadership teams how the merger would affect our customers over time and across channels, segments and touch points. This innovative approach enabled us to clearly illustrate risks and opportunities which resulted in business leaders taking a more customer-centric approach to decision making.

As an independent consultant, I had the opportunity to build user experiences in global markets, help define next generation concepts and lead efforts for large multi-platform products, services and environments for brands such as: eBay, Visa, Accenture, AKQA, and Virgin.

Across a diverse set of projects, I participated in all phases of product strategy, design and execution. Working alongside clients, I conducted stakeholder interviews and workshops to identify and prioritize business opportunities. I led teams through scoping and planning exercises, conducted primary and secondary research, and worked within complex organizational and technical constraints to create customer experience delivery strategies that met the needs, timing and budget of my clients. I have designed and developed prototypes to test ideas, make decisions and iterate towards consensus. I have delivered a variety of artifacts to support the build and maintenance process including UX specifications, use cases, user stories, strategy decks, personas, wireframes and video demos.

At AKQA I participated in all phases of scoping, architecture, and design of digital user experiences. I managed the strategy and development of websites, banners, jump-pages and web-based marketing assets. In partnership with business owners, I defined and translated use cases and business rules into web-based solutions. I developed user personas, scenarios, wireframes, and prototypes to advance the design process and ensure a user-centric approach to business decision making.

Clients included: Palm, Sierra, Electronic Arts, Concadia and Progressive Insurance.

As the second Information Architect in the San Francisco office, I worked with leadership to integrate user-centered design concepts and principles into the iXL interactive design methodology. By standardizing information architecture processes and deliverables across our team we were able to ensure consistency and quality across client-facing work. 

I designed and developed an XML-based internal application to generate sitemaps and user experience documentation directly from the code we produced. This enabled a distributed team of developers, designers and account managers to track progress, facilitate communication, minimize defects and work more efficiently.

Clients included: Dunk.com, Virgin Atlantic, Virgin.com, STA Travel, iFilm, Beatnik, GE Capital, Wells Fargo, Starwood Resorts (Sheraton, W, Four Points)

mark opland🇬🇧