CONTENT DESIGN, UX WRITING & DESIGN
UX For Customisable
Gamification Platform & App
GameChanger, Orillion Solutions
Partnering with Orillion Solutions, I led the creative direction for GameChanger, a dynamic, cross-industry gamification app designed to train specific skills and values through play.
The app’s first implementation was with a major telecoms provider, delivering multi-country Revenue Assurance training in an engaging, interactive format. It has since been nominated and shortlisted for the prestigious Innovation in Learning Award.
My role covered most of the UX design and layout, along with all content creation for both the game interface and its companion dashboard. The dashboard became a powerful, user-friendly tool that enabled clients to customise game content in detail — without needing technical expertise.
I also developed targeted email campaigns that reframed training from “mandatory” to “motivating.” Within eight weeks, participation jumped from 10% to 75%, transforming engagement across the organisation.
Key UX Goals:
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Simplify complexity with intuitive controls: Allow users to customise granular game elements with ease, using smart defaults and layered options.
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Enable clear, goal-oriented navigation: Design a clean, guided experience that minimises friction, cognitive load, and confusion—making complex configuration feel effortless.
overview
the project
The challenge
The core challenge was to design a deeply customisable gamification platform that could flex across industries — while remaining approachable and intuitive for non-technical users. The first use case involved rolling out a multi-country Revenue Assurance training programme for a major telecoms provider. The client needed granular control over a wide range of variables: from learning objectives and role-based skill mapping, to scoring logic, regional variations, and performance analytics. The platform’s value lay in its flexibility — but that same flexibility risked overwhelming users and creating steep adoption barriers. The challenge was to balance depth with simplicity, creating a configuration experience that felt natural, efficient, and empowering.
StrATEGIC HIGHLIGHTS
+ Human-centred complexity: We translated intricate training structures into a clear, guided user experience by using progressive disclosure, smart defaults, and intuitive UX patterns. + Empowered configuration: The user experience was that users could use a no-code dashboard that allowed internal teams to independently tailor game logic, learning outcomes, and UI elements without technical support. + Motivation over mandate: We designed an accompanying engagement strategy, including UX-driven language and targeted email campaigns, to reposition training as a motivating experience rather than a mandatory task. + Cross-functional collaboration: The internal team worked in agile sprints with one another, client stakeholders, game designers, and external UX experts to ensure alignment and iterate based on real-world feedback. + Scalable design thinking: We created a flexible framework and design system that could scale beyond the pilot to support future rollouts across finance, logistics, and healthcare sectors. As the UX writer, I was also responsible for this part of the project to ensure consistency, trust with users, and reduced cognitive load.
outcome & lessons learned
OUTCOME GameChanger successfully launched with a major telecoms provider as its pilot client, delivering Revenue Assurance training across multiple countries in an innovative, gamified format. Within the first eight weeks of rollout, employee participation rose from 10% to 75%, thanks to the combination of intuitive UX, customisable content, and motivational campaign messaging. The app was shortlisted for the prestigious Innovation in Learning Award, validating its cross-industry potential and impact. The customisable dashboard, which I designed to empower non-technical users, proved a major success factor — enabling internal teams to configure game content, scoring logic, and training outcomes without external support. LESSONS LEARNED + Simplifying complexity requires ruthless clarity. One of the most valuable insights was that even highly complex systems can feel simple if you introduce and layer information with care. Progressive disclosure, clear UX writing, and visual consistency were key to reducing cognitive load without sacrificing flexibility. + Non-technical users are power users — with the right tools. Many clients lacked technical backgrounds, yet needed to make high-level configuration decisions. Designing a toolset that respected their expertise — while shielding them from backend complexity — was essential to driving adoption and long-term success. + Collaboration is the shortcut to relevance. Working closely with cross-functional stakeholders and end users during every phase of design helped ensure that the platform not only solved the right problems, but did so in a way that felt natural and empowering to use. + Narrative framing matters. By shifting internal communications from a compliance tone to one of challenge and motivation, we dramatically boosted participation. This underscored the importance of how we position learning — not just how we design it. GameChanger is now being scoped for additional industry rollouts, with the dashboard design forming the foundation for future training experiences across finance, healthcare, and logistics.
Skills & tools used
UX & PRODUCT DESIGN + Wireframing & prototyping (Figma) + Information architecture & user flows + Design systems & component libraries + Interactive design with progressive disclosure + UX writing & content clarity + User Research & Testing + Persona development + Journey mapping + Usability testing & feedback analysis + Stakeholder workshops & design sprints CONTENT STRATEGY + Game content development (scenarios, skills, outcomes) + Dashboard copy & interface text + Motivational email campaigns + Tone of voice alignment SOFT SKILLS + Strategic thinking and problem framing + Cross-functional communication + Stakeholder management + Iterative collaboration in agile environments + Translating technical complexity into accessible UX TOOLS + Figma (design & prototyping) + Miro (collaboration & journey mapping) + Google Suite / Slides (presentations, strategy docs) + Jira (agile sprint planning) + Mailchimp (email campaign creation and automation)
