I am an
user customer service experience consultant designer researcher practitioner analyst person based in Melbourne, Australia. It's sometimes hard to pick the right words but what counts is that I love what I do!
My mission is to design services that create positive change: for the people who use them and the organisations that provide them. By applying human centred design techniques, I help organisations design products and services that are great for all people (customers, employees and beyond).
I have almost thirteen years of proven experience as an designer (working in consultancies, agencies and internal roles). Prior to that, five years as a digital producer. I hold a Bachelor of Information Systems, which has given me a strong foundation in systems thinking.
Combined, my background gives me a unique blend of skills to involve the user throughout the entire process; from discovery to delivery! Although very familiar with digital technologies, the focus of my work is broad and includes the design of the service components required to deliver cohesive experiences.
I have experience applying design techniques across the full discovery to delivery life-cycle:
I like collaborating with everyone; customers, analysts, designers, developers, clients and business folk. I'm good at working with people to get great results and have fun. I have experience working in agile product development
My previous life as a digital producer has given me experience shepherding products through the production lifecycle. This has given me strong experience in collaborative design, solving problems of all shapes and sizes and managing product teams. I didn't really like counting beans, so I've loved shifting my focus to experience design! My recent internal experience has helped me improve my stakeholder management skills, as well as the ability to advocate for research, design and the customer.
By applying my combination of skills across the end-to-end process, I ensure that the experience vision is realised and that the right thing is built.
As a seasoned practioner, I have started thinking about what's next for me. I have been thinking more about leadership and have started mentoring designers on ADPList
I want to experiment more with applying human centred design to change the way organisation operate to deliver value to their customers and how design can support change management. I have recently been introduced to the Vanguard Method which is very interesting.
I would like to improve my connection to creative outlets. This might include finally learning to play my synthezisers. Production crafts, such as graphic design, copywriting and UI development are another outlet.
I like experience design almost as much I like beer. I am an avid home brewer and I am attempting the impossible mission of sampling every beer in the world. My favourite styles include chocolate stouts, IPAs and hoppy reds.