Experience Design

I completed the following projects as an employee or a self-employed contractor at Boudica Digital. Whilst the titles might be different, each project has leveraged my service design, design research and strategic skills, and experience producing multi-channel customer experiences.

ANZ, Experience Designer

At ANZ, I worked in the Home Loans and the Savers and Investors Tribes as an Experience Designer offering human-centred design services to various squads. These Tribes developed strategic customer experience propositions and worked across the national footprint of branch and call-centre networks. I worked closely with head-office, frontline staff in branch and call-centre environments to deeply understand experiences to improve and embed propositions. Some projects included redesigning a new ‘Insurance Protection Product’ and customer conversation and embedding a series of new mobile technology features into the businesses ‘Savings’ and ‘Financial Wellbeing’ conversations. I worked in small squads, practised Agile delivery methods, and led research and experience design workstreams. I became the Scrum Master for a team that dovetailed nicely with service design mindsets and iterative design methods. As an Experience Designer, I conducted customer interviews, designed and facilitated co-design workshops, conducted observation, mapped customer experiences, prototyped and tested future-state designs. I also produced and presented insight reports at showcases and worked with cross-functional stakeholders to influence the rollout and embedding of new propositions and customer experiences into ANZ’s complex network of national branches and call centres.

Huddle, Senior Design Lead

At Huddle, I was a Strategic Design Lead on a boutique residential property developer project. This stream designed research to map the organisation’s end-to-end service in Australian and Asian markets, including Singapore, Hong Kong, China and Malaysia. As an embedded design team, we introduced human-centred design methods to encourage innovation and customer-led thinking. We conducted design research in Melbourne, Kuala Lumpur and Guangzhou using customer interviews and design workshops, adapting and translating our approaches for non-English speaking participants. The role required the management of recruitment agencies and vendor selection in Asian territories. It also included research design, execution, writing insight reports and contributing to design artefacts, showcase presentations and budget and stakeholder management.

AKQA/Hesta, Design Researcher

At AKQA, I helped deliver a design research project to identify opportunities in a students journey across the first job, graduating high school and university journey stages. The role required synthesis of research interviews to produce a student journey map, insight report and presentation to the client.

Mama Chomp, Service Design/Website Development

From a design workshop to the design and development of an online store, this project helped a dear friend grow her artisan business and support customers to order delicious gluten-free Chomp Arounds online. We selected the Shopify platform to mature her business and brand; and support small batch orders in various settings. Sadly Mama Chomp is not actively trading, but many loyal customers look forward to a day when delicious Chomp Arounds might return – they were incredible!

AKQA/ JR/DutyFree, Experience Designer

Working with AKQA (DT), I completed a customer experience audit for JR/DutyFree. The research produced insights to improve sales and marketing communications through customers’ arrival and departure journeys. Research methods included desk research, market and competitor analysis, usability and analytics reviews, customer and stakeholder interviews, site visits and the development of journey maps to consolidate findings in the context of customer journeys. I presented findings to the senior management, focusing on opportunities to stage improvements across a program of work.