CASE STUDY 5: AVIVA

The Challenge

The Aviva Community Fund (ACF) was entering its second year in the UK and launching for the first time in multiple international markets. Behind the scenes, the programme was running on manual processes: global admins managed backend tasks through disconnected tools, moderators reviewed community projects offline, and the judging system relied on paper-based workflows. As submission volumes grew, the operational overhead was becoming unsustainable.

The Approach

I was brought in to redesign the user-facing experience and, crucially, to re-architect the internal operational tools that kept the programme running.

• User-facing improvements: I produced complete responsive wireframes for the public site across all breakpoints, conceiving UX improvements that went beyond the baseline business requirements.

• Backend admin re-architecture: I completely restructured the global administration site used by ACF admins worldwide, replacing the fragmented legacy setup with a coherent, task-based interface.

• Online moderation platform: I designed a dedicated moderation site that allowed both in-house and third-party moderators to review, approve, and flag community projects in a single, streamlined workflow — replacing email chains and offline documents.

• Judging system modernisation: I created an online-offline hybrid judging system for the current year, with a roadmap to move it fully online the following cycle.

The Outcome

• Reduced manual project moderation time by approximately 60% through the new online moderation workflow.

• Enabled real-time project judging for the first time in the programme's history, cutting the judging cycle from weeks to days.

• The re-architected admin system supported the UK rollout plus inaugural launches in multiple new countries without proportional headcount increase.