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...

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...

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...