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 /...

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...

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...

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...

Sportsbet

September 7, 2016

I joined one of Melbourne’s largest design and research teams to obtain experience with an HCD environment and large organisational setting. Our research team initially consisted of 5-members, but was scaled back within 6 months. I worked with researchers, designers, product managers, BA’s, marketing, customer service colleagues to research...

Mama Chomp

February 11, 2016

If you’ve not been lucky enough to have tried a Chomp Around – you can order one to your door from their new website. I worked with Candy, the owner and creator of Mama Chomp, to build her website. We designed it to her current business needs, but with a...

DT | JR / Duty Free

November 7, 2015

Identifying opportunities to improve customer experience in travel retail Working with DT, I conducted an experience audit for JR/Duty Free, focusing on understanding opportunities relating to touchpoints between physical and digital sales channels. Trade constraints for duty-free retail is extreme, and the challenge to engage customers within a 90...

Aesop

November 7, 2015

www.taxonomyofdesign.com This site celebrates the unique approach to retail design and architecture that sets Aesop apart from others. And represents an evolution of the digital brand, and movement forward towards the future. Key design elements of store design are reflected in the structure of the UX – encouraging the visitor to explore at leisure,...

Location Based Marketing

November 13, 2014

At Spinach Advertising we worked with The Reject Shop to improve their social media presence. I recommended a social aggregator, publishing and management tool that allowed the retailer to establish and nurture individual store communities via a centralised tool. Our national strategy was designed to support the head office team...