Details available upon request.
The myGov website, authenticated portal, and mobile app are components of a multifaceted ecosystem involving various government systems, channels, and teams. The team required assistance in mapping the myGov ecosystem to facilitate coordination and decision-making by gaining a deeper understanding of its current state. My responsibilities included scoping and planning the project, leading a service design team, conducting stakeholder interviews, supporting analysis and synthesis efforts, and collaboratively creating the myGov Service Blueprint.
The NCS Talents Acquisition team sought assistance in mapping the current Candidate Experience, encompassing the understanding of dynamics and contributions from various teams involved in the hiring process, as well as multiple tools and processes. The team aimed to identify opportunities for improvement to be addressed in the design of the Future Candidate Experience. My responsibilities included scoping and planning the project, leading stakeholder workshops, supporting stakeholder interviews, conducting analysis and synthesis, and collaborating on journey mapping and survey creation.
Aware Super established the Member’s Experience Team to consolidate years of customer research conducted by external agencies. The team required assistance in converting existing research into an end-to-end member experience journey, identifying gaps, running further research, and completing their journey map. I led the design team in consolidating an end-to-end member journey, from joining to retirement, collaborating closely with the AwareSuper Member’s Experience team.
I led the definition of the information architecture, look and feel, UI style guide, and components for the NCS Australia Case Studies repository, a Microsoft Power App search tool integrated with NCS Australia Sharepoint. The project aimed to support the markets team in swiftly identifying pertinent case studies for inclusion in proposals. Additionally, within the scope was understanding, from a sales perspective, which information encapsulated the most crucial aspects of projects, synergizing with NCS knowledge base, competencies, and applicable skills across industries and domains.
I joined the team to assist in developing the NCS Australia CVs repository, a Microsoft Power App search tool linked to NCS Australia Sharepoint. My role included defining information architecture, establishing visual aesthetics, UI style guide, and components. Collaborating with product managers, I contributed to content design, validated through employee consultations. We tailored multiple versions to suit diverse practices like data, cloud, managed services, design, and software development, ensuring inclusivity and relevance.
Gaps and disconnects in the procurement experience posed challenges for employees, hindering their navigation through the end-to-end process. With numerous systems, involved teams, and varied task approaches, confusion and inefficiency ensued. Singtel and Optus aimed to address this by envisioning a unified procurement platform, ensuring a seamless and consistent experience for employees. As the leader of the NCS Australia design team, I coordinated with the NCS Singapore design team to map the end-to-end employee experience and procurement journey for Singtel and Optus.
Amidst the acquisition of multiple brands, the Big Red Group embarked on a comprehensive redesign of their systems, business processes, and customer and partner experiences. Collaborating with the UX Manager, I played a pivotal role in establishing new work methodologies for the design team, seamlessly integrated with recently formed development squads. Leading the product design efforts, I focused on the Supplier Hub, unifying the supplier experience across Red Balloon, Adrenaline, Experience Oz, and Lime&Tonic.
During a period of business restructuring and product realignment at Latitude Financial, a dedicated design team was formed under the Head of Customer Experience. The objective was to enhance customer experience and resolve issues flagged by the Australian Securities & Investments Commission, particularly concerning consumer credit insurance sales and claims handling. In this role, I was appointed to lead customer research, oversee external research efforts, identify existing issues and opportunities impacting the customer journey, and contribute to the creation, validation, and concept testing of new products.
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PropertyMe was in the process of maturing its product ecosystem and required a design system to unify the look and feel of existing products while promoting consistency for new features. Additionally, as the brand underwent a refresh, a new design system was needed for upcoming product lines, encompassing both mobile and desktop solutions. I took charge of leading the collaboration between design and development teams, coordinating component libraries and governance within Figma, and ensuring alignment with stakeholders. My responsibilities included obtaining approval and driving adoption among teams.
PropertyMe embarked on expanding its business while developing an ecosystem-driven product portfolio, introducing new tools and mobile solutions to foster connections among property managers, sales agents, tenants, and property owners. With numerous products in the pipeline, prioritization became essential. My role involved preparing the newly formed design team to contribute to decision-making by establishing user-centered design and research practices. Additionally, I led the design team, overseeing the design of new features for existing products and collaborating with leadership on the development of new products, from initial discovery to final delivery.
As a property technology company, BuyMyPlace secured a pivotal new investor, KordaMentha Investments, in preparation for its public listing. They sought assistance in designing the BuyMyPlace portal, a platform empowering homeowners to sell their properties online without commission fees to property agents. Leading the design team, I guided the process from strategy and discovery to final delivery, ensuring a seamless and user-friendly experience for users throughout the portal's development.
During the transition of Colonial First State being sold by Commonwealth Bank of Australia to become a standalone company, internal restructuring led to the formation of a new development team for the Colonial First State mobile app, along with a design team. I was brought on board to assume responsibility for previous agency work, establish new practices, and lead the user experience design team through this transformative period.
Sydney Water was on the brink of redesigning its employee experience as part of its digital transformation journey, enlisting the Readify design team for the task. Collaborating closely with service designers, I facilitated co-creation workshops with stakeholders to map the existing employee experience and understand the impact of digital transformation. My role included consolidating research findings into user archetypes, journey maps, and identification of critical touchpoints. Additionally, I led the creation of printed materials to be utilised internally by Sydney Water employees during the impending business transformation.
IXUP was amidst its second round of funding and undergoing a pivotal phase of repositioning its product to find a new market fit. In this capacity, my role was multifaceted. I was tasked with creating prototypes and bringing them to life through the completion of their Minimum Viable Product (MVP). Additionally, I collaborated closely with the product team on customer research initiatives aimed at identifying potential new market opportunities for the platform. This involved gathering insights from end-users to inform strategic decisions and refine the product offering to better align with emerging market needs.
The Staff Deals app underwent an upgrade, prompting the need for an overview of the current user experience. As part of this development cycle, I collaborated with the product manager to assess the existing experience, identify areas for improvement, and unearth opportunities. This comprehensive analysis served as the foundation for building a robust business case for the app, outlining new features and strategic priorities for the backlog.
Tyro have launched its first mobile app for the iOS platform and recently formed a development team to create a native version of the app for Android. I was hired to create the design for the app what included mapping specific behaviours for the platform and differences from the existing iOS. As part of a new team, my work also involved establishing the design operations, assets library and ways of working.
I collaborated closely with the development team at Walmart.com Brazil to train models for machine learning in the new product catalogue. Organizing and leading co-creation workshops, we uncovered functionalities and refined information architecture to optimize the integration of machine learning capabilities. Additionally, I facilitated alignment sessions to synchronize the product taxonomy with the team in the USA, ensuring consistency across platforms. Recognising the importance of a structured approach, I screated a dedicated taxonomy team to collaborate closely with the catalogue team, developing robust information architecture and crafting compelling content for the marketplace.
I spearheaded the formation of a dedicated design team focused on enhancing the internal software ecosystem at Walmart.com.br. Leading this team, I orchestrated the end-to-end process of UX/UI design for 10 development squads, from initial discovery to final delivery. Collaborating closely with cross-functional stakeholders, I ensured that our designs were aligned with business goals and user needs. Through iterative design iterations and user feedback, we delivered intuitive and visually appealing solutions that empowered our teams to work more efficiently and effectively.
At Walmart.com Brazil, I took on the challenge of building the research team from the ground up. This involved recruiting talented individuals with a passion for user experience and research. Together, we developed a robust framework for conducting usability tests, defining our approach, selecting appropriate tools, creating templates, and establishing efficient processes. In addition to our internal efforts, I initiated partnerships with external research agencies to expand our capabilities and gain deeper insights.
In collaboration with front-end developers, I spearheaded the creation of the first design system for Walmart.com Brazil. Leading the design team, we worked closely with developers to establish a comprehensive system that would streamline and unify the design process across all digital platforms. This involved defining design principles, establishing component libraries, and creating documentation to ensure consistency and efficiency in design implementation. Through iterative collaboration and meticulous attention to detail, we successfully launched the design system, providing a solid foundation for future digital initiatives at Walmart.com Brazil.
Walmart.com.br had recently begun implementing user-centered design practices. In my role as a strategic design lead, I spearheaded the evangelization of Design Thinking throughout the company. I organized and conducted workshops, introducing user-centered design and Design Thinking principles to the business. Additionally, I led multiple workshops with development squads and marketing teams. Furthermore, I initiated an effort to integrate Design Thinking workshops as part of Walmart's hackathon, coordinating activities with cross-functional teams.
In response to Magazine Luiza's reported slow and inefficient furniture assembly operations, MJV Innovation & Technology was enlisted to redesign and digitise their processes, aiming to alleviate high volumes of customer complaints and reduce operational costs. In this collaborative project, I worked alongside a team of researchers and designers, employing ethnographic methods for field research. My responsibilities included conducting in-depth interviews, co-creating solutions, and facilitating workshops with stakeholders. Furthermore, I took charge of both designing and coding a functional prototype for the proposed mobile app.
SulAmerica Seguros engaged MJV Innovation & Technology's service design team to digitize their clinical audit and reporting processes in hospitals. I joined the project following the team's initial user research. Together, we crafted an optimized user journey and developed a high-level concept for a digital solution. In addition, I mentored and upskilled the service design team in user experience and user interface design. I disseminated design techniques and provided training on the tools to enhance the team's capabilities.
The OiTV design and development teams sought assistance in designing their interactive TV guide, defining information architecture, establishing the look and feel, and conducting usability tests with users. My role encompassed various tasks, including competitor benchmarking, usability testing, analysis, and defining the information architecture and visual design of the OiTV set-top box software. In this project, I led a multidisciplinary team comprising designers, business analysts, and researchers. My responsibilities included overseeing the project scope and planning, ensuring alignment with project objectives and client requirements.
Certi Foundation, a research and development partner of the World Bank Group, was poised to assist in the launch of an augmented reality game in Brazil. This initiative aimed to engage kids and teenagers in social and educational waste management initiatives in underdeveloped cities. Our team's responsibility was to test engagement and adherence to the game. I led a team of designers and researchers, actively participating in the execution of field research. Additionally, I took on the responsibility of coordinating activities with an external team based in the USA.
The Ministry of Education was preparing to launch the Student’s Portal, an educational website intended to support public schools with various educational tools. Certi's design team was commissioned to conduct user research at public schools, define the project scope with the Department of Education, and develop a conceptual prototype for testing with students. As the lead designer, I facilitated collaborative scoping and prioritisation workshops with the client. Additionally, I was responsible for consolidating and reporting research findings to the product management team. Furthermore, I actively collaborated with the design team on user interface design and front-end development.