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...

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...

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,...