James Thickett
Featured Project
SaaS Transformation
Explore How I redesigned & scaled a best in class SaaS platform
This summary is split into three detailed case studies.
Click the links on the left on each section to dive deeper.
Summary
This project centred on redesigning and unifying Corpay’s SaaS platform, used by business customers and internal teams across multiple lines of business. The goal was simple: reduce fragmentation, speed up delivery, and create a platform that could grow with the business. Strong UX foundations and reusable patterns turned a complex product landscape into a system built for scale.
My Role
itially, my focus was on addressing deep structural issues: multiple product lines operating on fragmented platforms, inconsistent experience patterns, and duplicated delivery effort that slowed execution and limited confidence in scale. I worked across product, engineering, delivery, and senior leadership to unify experience principles and platform patterns, ensuring the system could support faster delivery, clearer decision-making, and sustainable growth.
As the foundations stabilised, my role expanded into shaping how the platform could be commercialised — supporting cross-sell, retention, and white-label expansion by designing for consistency, reusability, and partner readiness. This shift enabled the organisation to move from a collection of disconnected products to a coherent SaaS platform with the confidence to scale both technically and commercially.
Core Transformation
Transforming the Foundation: Accelerating Delivery Through Collaboration
Problem
The platform’s original design and development silos led to slow delivery and a fragmented user experience.
Solution
- Fostered close collaboration between design and development.
- Simplified and standardised components.
- Created reusable templates to speed up development.
Impact
- Faster delivery cycles.
- Reduced redundancy and complexity.
- Enhanced user experience and improved team efficiency.
- Significantly improved NPS and CSAT scores, reflecting higher user satisfaction and engagement.
4X
developer delivery speed
Snapshot of design system components enabling faster design and developer output
Dive Deeper into Core Transformation
Commercial Scalability
Expanding Reach: Leveraging the Platform’s Digital Presence
Problem
The platform’s original design and development silos led to slow delivery and a fragmented user experience.
Solution
- Redesigned the platform to serve as a direct marketing channel, integrating dynamic marketing content into key user touch points (like the login and checkout pages).
- Enabled marketing teams to easily update and manage promotional content without needing a development cycle, ensuring real-time engagement.
- Leveraged the platform’s guaranteed user engagement (with decision-makers logging in regularly for invoicing) to introduce and promote new products, allowing immediate conversion at the point of interest.
Impact
- Enhanced product discoverability and direct user engagement, reducing the reliance on traditional sales pipelines.
- Empowered marketing teams with the ability to engage users and drive conversions directly within the platform.
- Created a seamless and efficient user journey, from discovery to conversion, boosting engagement and revenue potential.
1K
New monthly recurring sales leads generated and growing
Snapshot of the “service hub” a major driver of inbound sales leads
Explore: Driving Conversions
White-Label Platform Enablement
From Internal Platform to Scalable White-Label System
Problem
- The business operated multiple lines of business on different platforms, with inconsistent UX patterns and duplicated design and development effort.
- This fragmentation slowed delivery, increased complexity, and limited confidence in using a single platform beyond its original scope.
Solution
Consolidated multiple lines of business onto a shared platform using:
- Consistent core UX patterns
- Templated page structures
- Reusable components aligned with development workflows
- Designed the system to support lightweight white-labelling (brand, product variation) without requiring bespoke redesigns or rebuilds.
Impact
- Significantly increased delivery speed across teams by reducing design and build duplication.
- Established the platform as a reliable, scalable foundation for additional lines of business.
- Gave senior stakeholders confidence to:
- Extend the platform across the wider organisation
- Open it to third-party partners, creating a new commercial growth channel.
303%
In monthly active users, ...and growing
See How the Platform Scaled
All the brands now using the SaaS platform I redesigned from the ground up.
See my other key projects
Digital Payments
Designed payment journeys around real business risk and value.
Not interface polish; outcome-driven experience strategy.
View Project
Early Life Value
Focused onboarding and early journeys on the moments that actually drive long-term value. Prioritised change by impact, not opinion.
View Project
Contact Reduction
Targeted the few issues driving most inbound calls and designed digital self-service to address them. Reduced cost while improving customer experience.
View Project
James Thickett
Featured Project
SaaS Transformation
Video below shows the QA environment
This summary is split into three detailed case studies.
Click the links on the left on each section to dive deeper.
Summary
This project centred on redesigning and unifying Corpay’s SaaS platform, used by business customers and internal teams across multiple lines of business. The goal was simple: reduce fragmentation, speed up delivery, and create a platform that could grow with the business. Strong UX foundations and reusable patterns turned a complex product landscape into a system built for scale.
My Role
itially, my focus was on addressing deep structural issues: multiple product lines operating on fragmented platforms, inconsistent experience patterns, and duplicated delivery effort that slowed execution and limited confidence in scale. I worked across product, engineering, delivery, and senior leadership to unify experience principles and platform patterns, ensuring the system could support faster delivery, clearer decision-making, and sustainable growth.
As the foundations stabilised, my role expanded into shaping how the platform could be commercialised — supporting cross-sell, retention, and white-label expansion by designing for consistency, reusability, and partner readiness. This shift enabled the organisation to move from a collection of disconnected products to a coherent SaaS platform with the confidence to scale both technically and commercially.
Core Transformation
Transforming the Foundation: Accelerating Delivery Through Collaboration
Problem
The platform’s original design and development silos led to slow delivery and a fragmented user experience.
Solution
- Fostered close collaboration between design and development.
- Simplified and standardised components.
- Created reusable templates to speed up development.
Impact
- Faster delivery cycles.
- Reduced redundancy and complexity.
- Enhanced user experience and improved team efficiency.
- Significantly improved NPS and CSAT scores, reflecting higher user satisfaction and engagement.
4X
developer delivery speed
Snapshot of design system components enabling faster design and developer output
Dive Deeper into Core Transformation
Commercial Scalability
Expanding Reach: Leveraging the Platform’s Digital Presence
Problem
The platform’s original design and development silos led to slow delivery and a fragmented user experience.
Solution
- Redesigned the platform to serve as a direct marketing channel, integrating dynamic marketing content into key user touch points (like the login and checkout pages).
- Enabled marketing teams to easily update and manage promotional content without needing a development cycle, ensuring real-time engagement.
- Leveraged the platform’s guaranteed user engagement (with decision-makers logging in regularly for invoicing) to introduce and promote new products, allowing immediate conversion at the point of interest.
Impact
- Enhanced product discoverability and direct user engagement, reducing the reliance on traditional sales pipelines.
- Empowered marketing teams with the ability to engage users and drive conversions directly within the platform.
- Created a seamless and efficient user journey, from discovery to conversion, boosting engagement and revenue potential.
1000
New monthly recurring sales leads generated and growing
Snapshot of the “service hub” a major driver of inbound sales leads
Explore: Driving Conversions
White-Label Platform Enablement
From Internal Platform to Scalable White-Label System
Problem
- The business operated multiple lines of business on different platforms, with inconsistent UX patterns and duplicated design and development effort.
- This fragmentation slowed delivery, increased complexity, and limited confidence in using a single platform beyond its original scope.
Solution
Consolidated multiple lines of business onto a shared platform using:
- Consistent core UX patterns
- Templated page structures
- Reusable components aligned with development workflows
- Designed the system to support lightweight white-labelling (brand, product variation) without requiring bespoke redesigns or rebuilds.
Impact
- Significantly increased delivery speed across teams by reducing design and build duplication.
- Established the platform as a reliable, scalable foundation for additional lines of business.
- Gave senior stakeholders confidence to:
- Extend the platform across the wider organisation
- Open it to third-party partners, creating a new commercial growth channel.
303%
In monthly active users, ...and growing
All the brands now using the SaaS platform I redesigned from the ground up.
See How the Platform Scaled
See my other key projects
Digital Payments
Designed payment journeys around real business risk and value.
Not interface polish; outcome-driven experience strategy.
View Project
Early Life Value
Focused onboarding and early journeys on the moments that actually drive long-term value. Prioritised change by impact, not opinion.
View Project
Contact Reduction
Targeted the few issues driving most inbound calls and designed digital self-service to address them. Reduced cost while improving customer experience.
View Project