Montsalvat Arts Centre | PhD Research

January 2, 2020

Redesign of ‘visitor service experience’ in a heritage listed environment My research is focused on improving the visitor service experience for visitors at Montsalvat. A site that struggles to convey its tangible and intangible cultural heritage. This research builds on my Masters research where I explored the application of...

ANZ | Mortgage Protection Insurance Conversation

September 6, 2019

I worked in a small squad, paired with a designer to redesign the entry point for Mortgage Protection Insurance conversations within the context of the Home Buyers journey. It was a complex project with many stakeholders and a new Insurance Partnership to consider. Our objective was to understand how...

ANZ | Financial Wellbeing Conversations

June 5, 2019

Our objective was to embed new mobile features into conversations across the branch and call centre network, and support customers to achieve their savings & investment goals. Our team redesigned conversations across savings, financial well-being, first home saver and first home buyer journeys. Our research showed it was difficult...

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...

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...