Chris Samms

About

Lead UX Researcher, UX Architect and Interaction Designer with 15+ years’ experience delivering research, UX strategy, architecture, and design across healthcare, government, finance, transport, and enterprise environments. MSc-qualified in Ergonomics and Human Factors, with expertise translating user insight into product direction, service improvements, future-state workflows, and customer experience strategy. Experienced in research, wireframing, prototyping, usability evaluation, and AI-assisted workflows; clients include NHS, HMRC, Ministry of Justice, IG Group, Rail Delivery Group, Met Office, BBC, Microsoft, TfL, and Scottish Parliament.

Experience

• Senior User Researcher · The Met Office02-01-2025

  ● Leading an end-to-end research programme supporting the design and evaluation of a next-generation operational forecasting platform used by Operational Meteorologists. ● Conducted usability testing, workflow analysis, and stakeholder research to identify opportunities for improved decision-making, operational efficiency, and workflow transformation. ● Worked with meteorologists, engineers, and product teams to shape future-state workflows. ● Evaluated internal forecasting tools and customer-facing weather products used across aviation, defence, media, retail, and other sectors. ● Contributed to customer experience strategy, future platform design, and service evolution by translating research findings into actionable recommendations and interaction improvements. ● Delivering AI-supported research and knowledge management concepts, including agent-based approaches using Microsoft Copilot to improve research discovery and insight retrieval.

• Senior User Researcher · Department for Education07-01-2024 – 12-31-2024

  ● Led a discovery research programme exploring how education providers and internal staff analyse, aggregate, and interpret complex data to support operational and strategic decision-making. ● Identified key usability and workflow challenges affecting insight generation and operational decision-making. ● Conducted interviews and synthesis across multiple user groups with varying data literacy levels. ● Mapped end-to-end journeys and system interactions to highlight pain points and opportunities. ● Delivered actionable insights and strategic recommendations that informed future service direction, platform evolution, and migration planning for a new Databricks-based infrastructure. ● Supported preparation for migration to a new backend infrastructure using Databricks.

• Senior User Researcher · NHS England07-01-2022 – 04-30-2024

  ● Led continuous research across the Covid and Flu National Booking Service, shaping service improvements used by millions of citizens. ● Influencing customer experience strategy through research-led recommendations that improved booking journeys, accessibility, interaction flows, and service usability. ● Researched internal staff tools to identify inefficiencies impacting patient experience and operational delivery. ● Worked closely with designers and developers to integrate research findings into design solutions. ● Maintained and improved user satisfaction scores through iterative testing and evaluation. ● Delivered foundational research that informed the vision, requirements, and future design of a new staff booking management service. ● Activities: User testing, research planning, strategy, user flows, information architecture, and wireframing.

• Lead User Researcher · Rail Delivery Group (RDG) via Cadence Innova08-01-2021 – 07-31-2022

  ● Led the end-to-end research programme for the Rail Data Marketplace, shaping platform strategy, feature prioritisation, and customer experience improvements across multiple stakeholder groups. ● Planned and delivered research in line with GDS standards and service assessment criteria. ● Conducted research with stakeholders including National Rail, train operating companies, and third-party data consumers. ● Synthesised complex organisational needs into clear, evidence-based insights. ● Supported the service through successful GDS Alpha Assessment. ● Influenced service direction through evidence-led recommendations balancing user needs, commercial objectives, and technical constraints.

• Senior User Researcher · HMRC via Capgemini10-01-2020 – 08-31-2021

  ● Led research initiatives across high-profile government services including the Job Support Scheme, Job Retention Scheme, and international trade services. ● Explored user understanding of eligibility rules, guidance, and digital interactions. ● Led discovery work on EU Exit international trade customs reimbursement services. ● Supported transition from paper-based to digital processes. ● Delivered insights to inform service recommendations under complex policy constraints. ● Delivered evidence-led recommendations that informed service strategy, policy implementation, and future digital service design.

• Senior User Researcher · Ministry of Justice03-01-2020 – 10-31-2020

  ● Worked on the Prison Escort and Custody Service, digitising complex operational workflows. ● Researched multi-agency processes involving prisons, courts, hospitals, and police. ● Analysed high-risk information capture requirements to support safety and continuity of care. ● Informed design of electronic booking and case management processes.

• User Researcher · Cabinet Office via Softwire Ltd09-01-2019 – 03-31-2020

  ● Researcher on the Gender Pay Gap reporting service understanding employers’ needs before reporting.

• User Research Consultant · Pitch assistance for Olive Jar Digital Agency09-01-2019

  ● Working with an agency on a pitch for future work. Developing the scope and attending the pitch.

• User Research & Design · Paddy Power Betfair08-01-2019 – 09-30-2019

  ● Designing a prototype based on new designs for a new iPhone app being built. Usability testing prototype with end users.

• Technical User Researcher · HMRC: Making Tax Digital04-01-2019 – 07-31-2019

  ● Working within the Transaction Monitoring team researching how HMRC can improve the data quality from Software Vendors.

• Senior User Researcher · Ministry of Justice07-01-2016 – 04-30-2019

  ● Guiding Claim for Crown Court Defence (CCCD) and Money to Prisoners through Beta and Live GDS Assessments. ● Further projects include Tax Tribunals, Moving People Safely, Money to Prisoners service. ● Conducted contextual research in prisons, courts, and legal environments. ● Designed and evaluated end-to-end services across complex ecosystems and supporting services in GDS assessments.

• User Experience Research & Design · IG Group (Financial Derivatives Trading)09-01-2012 – 07-31-2016

  ● Worked across complex mobile and desktop trading platforms and the marketing website, helping shape product direction and customer experience improvements. ● Conducted research with traders and stakeholders to identify user needs, workflow challenges, and opportunities for enhancement. ● Produced user journeys, wireframes, interaction flows, and prototypes to evaluate concepts and support product decision-making. ● Worked within Agile delivery teams, translating insight into practical design solutions and future product enhancements.

• User Experience Architect · Ladbrokes PLC06-01-2012 – 09-30-2012

  ● Designed UX architecture for online payment journeys. ● Produced interaction flows and Axure prototypes.

• User Experience Architect · VML London: WPP (Design and Build Agency)06-01-2011 – 06-30-2012

  ● Delivered information architecture and interaction design for digital campaign work.

• User Experience Architect · Redweb Digital Agency (Design and Build Agency)03-01-2009 – 06-30-2011

  ● Delivered UX architecture for Scottish Parliament Website and other public and private sector websites.

• Conducted usability research into mobile interaction and content sharing behaviour. · Motorola Inc. & ESRI (Loughborough Ergonomics and Safety Institute)06-01-2008 – 09-30-2008

  ● Conducted usability research into mobile interaction and content sharing behaviour.

Education

• Loughborough UniversityMSc, Ergonomics and Human Factors
• Leeds UniversityBA (Hons), Psychology / Business Management

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