by UX Research for Impact: Jeanette Clement from BT/EE on Scaling Design
Exclusive UX360 Virtual Interview
Jeanette Clement is a recognised design leader with over 20 years of experience driving digital transformation and embedding user-centred design practices in complex organisations. As Head of Design at BT/EE, Jeanette has scaled multidisciplinary teams, led innovative service design initiatives, and delivered measurable business outcomes, including millions in efficiency savings and enhanced user satisfaction. Her career spans leadership roles across public, private, and charity sectors, where she has pioneered accessible, scalable design systems and built high-performing teams.
UX360: What motivates you to join the conference and what are your expectations?
Jeanette: I spoke at this conference a few years ago and found it to be an incredibly accessible way to engage with a wide range of talks and connect with new people—all while being fully remote. The format makes it easy to learn, share, and discuss ideas with others in the field.
UX360: Without giving too much away – what is the core message of your talk and what would you like delegates to remember?
Jeanette: I want to inspire people to see design as a powerful tool for driving positive change—both in improving efficiency and enhancing user experience. Design has the potential to challenge the status quo, streamline processes, and create more seamless customer journeys.
UX360: How has this impacted your own work and your organisation?
Jeanette: Working in a large organisation means navigating complexity daily. Service patterns have helped simplify how we talk about and design services, making them more intuitive for both customers and internal teams.
One of the biggest shifts has been a move towards designing around common customer journeys rather than isolated touchpoints. This has encouraged cross-functional collaboration, breaking down silos and enabling teams to work more cohesively across business areas.
UX360: What are the UX research trends that have dominated 2024 and what will 2025 bring?
Jeanette: It’s hard to ignore the ongoing discussions about the opportunities AI is creating—but I’ll focus on another exciting trend. There’s a growing shift towards continuous research methodologies, where user feedback is embedded iteratively throughout the product development lifecycle.
I’ve noticed more Product Managers, influenced by thought leaders like Teresa Torres, are embracing this approach, and I believe it will have a significant positive impact on UX. This movement ensures that design decisions remain grounded in real user needs, fostering more adaptive and responsive products.
UX360: Last but not least, where do you find learning, inspiration and information? Can you share some of your favourite resources with us, be it Blogs, Podcasts, Books, Websites etc?
Jeanette: I have a growing pile of books I’ve yet to dive into, but podcasts are my go-to for learning on the move. Listening during my commute makes it an efficient way to absorb new ideas.
Some of my favourites include SDN Yap and Marzia Arico’s “Voices of Design” series, which both offer valuable insights into service design and UX.
UX360: Thank you so much, Jeanette! We look forward to welcoming you to the event!
Don’t miss your chance to grab a ticket for UX360 Virtual and discuss Jeanette’s strategy at the conference!
📅Join hundreds of UX research professionals on February 19-20, 2025, to explore the latest trends and case studies in UX research and design. Learn from experts like Jeanette from BT/EE and decision-makers at LSEG, Amazon, Warner Music Group, MARS, Microsoft, Mastercard, BP, Pfizer, Vodafone, and many more!
Get ready to explore the newest UX research and design techniques—from planning research to using insights that drive real impact. Connect and network with UX pros globally, this is a must-attend event for anyone in UX design or research.
🌐 Secure your ticket today and transform your approach to UX research—together with your peers!
