Portfolio

I rapidly create high-quality interactive prototypes using Axure RP Pro (but can use Figma, Powerpoint or other tools). These enable customer testing and rapid iteration, as well as being used for specification. Many of my prototypes are not available as they are the property of my clients and employers - I have specified banking apps (St George), online shopping. I have a selection available for demo on request.

Working rapidly with the technical and business teams to deliver the visual design and layout for an acceptable, simple and workable print and mobile certificate to allow Australians to travel internationally when vaccine proof was demanded at international borders. 

Starting with primary customer research, gaining insights from other nations and agencies, and running a comprehensive series of staff workshops, I delivered a clear and executive-endorsed vision for an updated passport digital service, using Guiding Principles, Customer Journeys and validated customer and staff experience prototypes.

Responding to Chief Executive direction, I designed and ran a 2-day workshop with key experts and stakeholders where we devised and prototyped the simplest path to a trusted passport photo capture. The prototype was updated, customer tested and presented to the CTO.

Metcash provides the infrastructure for IGA franchises and needed a way to draw the attention to key performance indicators for IGA owners. Using customer research and concept validation, I devised an approach where owners would be drawn to the data and adoption would be high.

Using my research into technology-mediated communication when I was working at British Telecom, I led the design team developing Ceba, the new chatbot for CBA. Ceba holds realistic conversations and provides effective deflection for phone queries - it's one of the few good chatbots.

Working closely with and co-designing with staff from contact-centres, and later working intensively with the delivery team, I designed a novel and effective pop-up to let staff quickly understand the customer's position and history, as well as deep link into important information that had driven the call. This reduces average handling time and therefore reduces wait times.

Using customer research to discover why business customers had a preference for over-the-counter cash deposits; realising the role of the bank in that preference; and co-designing with customers a better solution that gave the customer control and reduced expensive and time-consuming errors. Prototyping and testing a new solution which is now in the CBA digital banking solution and on all CBA deposit machines.

I am an excellent presenter and communicator, often relied upon as the person to handle large or critical presentations - to the CEO, the Minister, external stakeholders and clients, and teams large and small.

I have presented at conferences and ran internal and external training courses.