As a UX designer, I’ve had the opportunity to work on a variety of projects for major clients, from utility companies to taxi services. The challenge? Much of this work was done under a Non-Disclosure Agreement (NDA), meaning I can’t reveal specific client names or details. However, that doesn’t mean I can’t share my experience and insights on the exciting world of white-label UX design.
This article dives into my work designing user flows, creating wireframes, developing prototypes, and designing assets—all within the framework of NDA-bound projects. Here’s a glimpse into the unique challenges and rewards that come with working behind the curtain for high-profile clients.
Working with Major UK Utility Companies
One of my most memorable experiences was working with several prominent utility companies in the UK. These companies were looking to overhaul their customer support experiences, particularly how users contacted the utility for help. The goal was to create smooth, seamless user flows that could guide customers through troubleshooting and support scenarios in a straightforward manner.
I worked closely with a small team, and collaboration was key. We primarily used Sketch as our design tool of choice, building wireframes and prototypes that laid out the essential steps users would take to seek support. The challenge here was striking a balance between providing just enough guidance for users to find solutions on their own, while making sure they could easily escalate issues when necessary.
One interesting aspect of the project was user flow creation. Mapping out the different paths users could take, based on their needs and the complexity of their issues, required not only UX knowledge but also empathy and an understanding of customer pain points. The wireframes and prototypes I designed were tested rigorously to ensure they not only met the company’s technical requirements but also addressed real-world customer frustrations.
Another important element was working on the design system for these utility companies. The objective was to phase in a new design system while keeping the old one intact for a transition period. This was a fascinating UX challenge: we had to create a coherent experience that respected existing design assets while introducing new elements in a logical and visually cohesive manner.
Developing an MVP for a Chauffeur/Taxi Service
In another NDA-bound project, I worked with a client in the chauffeur and taxi services industry. The brief was to help them launch a Minimum Viable Product (MVP) that would offer various ride packages and options to users. My role here was multi-faceted: from user flow creation to ideation and prototyping, I was involved in every stage of the design process.
The project began with ideation sessions, where our team brainstormed different ride package options and features that would appeal to the end-users. We were designing for flexibility, allowing customers to select from different types of services, such as luxury rides, standard taxi services, or premium packages that included additional amenities.
One of the key UX challenges in this project was to create an MVP that was both functional and scalable. We knew the initial launch would need to focus on core features, but the design also had to leave room for future enhancements. I worked extensively on creating user flows that supported a clean, intuitive booking process—one that could handle complex pricing options and additional services without overwhelming the user.
Prototyping in this phase was crucial. We needed to validate that the user journey was simple, the interactions were smooth, and that the overall experience aligned with the expectations of the target audience. Once again, Sketch proved to be an invaluable tool in helping us translate ideas into tangible designs that could be tested and refined.
The Value of White-Label UX Work
One of the most fulfilling aspects of this type of work is the diversity of the challenges it presents. When working as part of a white-label team, your name isn’t attached to the final product, but the satisfaction of contributing to something meaningful remains. You have the opportunity to work across industries and tackle UX challenges that require you to be adaptable, creative, and solution-oriented.
Although NDAs restrict the visibility of my work, the skills and insights I gained are invaluable. From wireframing user journeys for utility companies to helping a chauffeur service launch its first MVP, every project has strengthened my ability to think critically, design empathetically, and collaborate effectively.
In the end, white-label UX design is a unique experience. It may be done in the background, but its impact on users is anything but invisible.
