Jonathan Duhig
I'm a Human-Centred Designer based in Sydney, Australia. I research, co-create, prototype and test solutions to complex problems — delivering evidence-based results that drive the outcomes organisations actually need.
Service design
Combining research, UX, faclitation and co-design to define how we can build, deliver and support internal and external experiences to reach the desired user and organisational outcomes.
Interactive prototypes
Using early, fast and iterative visualisation of potential experience solutions to build stakeholder and team understanding, and enable agile collaborate on feasibility and viability of evidence-based desirability.
Passport Modernisation vision
Led the future-state service design for the complete transformation of Australia's passport service — defining the citizen journey vision and co-designing with business, technology and frontline staff.
Secure photos for Passports
Designed a digital citizen flow for submitting compliant passport photos — reducing rejection rates and removing a major friction point from the application process.
International Covid Vaccine Certificate
Rapidly designed Australia's international vaccine certificate end-to-end — from citizen request through to secure digital credential — under significant time pressure.
Chatbot for CBA
Led the design team creating the conversational UX for a customer-facing chatbot — creating a useful chatbot based on conversation theory to deliver helpful automated support at scale - and reduce inbound call demand.
Single view of customer for Centrelink
Redesigned the staff interface to surface a unified customer record — reducing call handling time and enabling staff to resolve complex situations without navigating legacy systems.
Performance app for IGA
Designed a tablet app for store managers to monitor daily performance metrics — something useful for local IGA store managers which also drew focus onto Metcash's objectives.
Business cash deposits for CBA
End-to-end UX for a new business banking flow, enabling SME customers to manage cash deposits digitally — removing branch dependency for thousands of business owners.
Presentation and communication
Executive storytelling, workshop facilitation and visual communication — turning complex design strategy into compelling narratives that drive organisational change at every level.