Huddle | Strategic Design

April 6, 2018

I was a Design Lead for a residential property developer at Huddle, my stream mapped the end-to-end service experience for Australian and Asian customers. Working from existing research and internal business knowledge, our team began by visualising draft journeys. We tested these in workshops with local audiences to complete...

Higgs 2010. ‘View from Exit of Barn Gallery, visitors gate opening to grounds of Montsalvat – where the exploration begins’.

Montsalvat Arts Centre | PhD Research

April 2, 2018

Redesign of ‘visitor experience’ in a heritage listed environment Design research, service design and strategic design I’m working directly with Montsalvat Art Centre’s GM and Board to transformation the centre’s visitor experience. I combine prior study (Design, Art History and Design Futures), to years of experience designing digital /...

Mindful leadership: developing service design in government

September 2, 2017

The final subject for RMIT MA Design Futures asked us to explore an aspect of leadership important to our practice. At the same time I returned to study, I also returned to Iyengar Yoga, and had been drawing correlations between both reflective practices for sometime. This piece was a...

AKQA | HESTA

July 2, 2017

Design research – Student Journey Insights I worked with the AKQA experience design team to produce a student journey map from customer interviews and surveys. The primary goal of this research is to provide HESTA with insight to the end-to-end student journey from high school to their first full-time...

Taking service design for a walk

July 2, 2017

In 2017 I formed a research partnership with Montsalvat Arts Centre to test the effectiveness of Sensory Walking Research and provide an audit into their customer experience. My goal was to understand if a technique developed by Sarah Pink from RMIT’s Digital Ethnographic Research Centre had merit within the...

Montsalvat Arts Centre | MA Research

June 7, 2017

Customer experience audit, testing sensory walking research method Working with Management team, customers and staff, I conducted a customer experience audit for visitors to Montsalvat Arts Centre. My focus was on visitors taking a self-guided tour. My finding outlined a complex environment moving to a new operating model with...

What is Service Design?

April 2, 2017

As part of my MA research, I needed to define what service design was for myself. It is an excerpt from my lit review published to the Medium publication I published throughout my capstone project. The article is intended to provide a background to the emergence of the discipline,...

Sensis

February 7, 2017

Redesigning customer reporting, introducing Design Thinking to Sensis I was part of a small design pod who formed part of a group of 5 pods, all focused on rebuilding digital design features on the customer self-service platform that supported small business customers with Sensis digital marketing services. Our design...

liveworkstudio.com

September 12, 2016

My review of Livework’s studio for an MDF assignment was a joy, I’ve poured over their methodology and toolkit several months ago, using it for inspiration to inform an engagement model I designed to support my own practice. I love their humanity and their mature appreciation of each other...

Humantific.com

September 12, 2016

For a recent assignment I reviewed Humantific who are an innovation design consultancy out of NYC – they’re amazing and where all the best of the ‘B’s belong. They’re Bold. They’re Brilliant. And, they’re Bloody-minded with their rewrite of the design thinking discourse to craft their own (or The Other Design...