Portfolio

Case Study: TransferRoom

Jay Hughes

18 Dec 2025 — 2 min read

Users

Football Agents: independent or agency-based, representing players and negotiating transfers.
Their success depends on quickly finding opportunities for players, building credibility with clubs, and managing multiple client demands.

Problems

Onboarding gaps: new agents struggled to understand how to use TransferRoom to deliver value to their clients.
Low product stickiness: workflows weren’t aligned to how agents actually managed player requirements.
Churn risk: commercial team flagged increasing cancellations, threatening long-term product growth.

Approach

Conducted in-depth research with active and churned agents to identify pain points and workflow misalignments.
Designed and shipped requirement creation and tracking features, giving agents a central way to manage opportunities within the platform.
Improved onboarding flows to better communicate value and help agents succeed earlier in their journey.
Embedded design rituals and cross-functional alignment, ensuring squads focused on business-critical outcomes.

Impact

Retention recovery: halted churn trajectory and improved agent stickiness.
Commercial outcome: directly enabled multiple sales of over £1million through improved product experience.
Recognition: promoted to Staff Product Designer within 12 months for impact on retention and growth.
Future growth: nominated as the business’s AI Champion, exploring new data-driven features to further support agents.

Examples of design when I arrived:

Post product design updates

Mobile App (iOS and Android)

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