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Work Background
Services AustraliaService Design Lead
Oct. 2024 - Nov. 2025Canberra, Australian Capital Territory, AustraliaGiven what I do it makes sense to end up in an agency that depends on it:) Working on a bunch of meaty projects like the future of health services, capability uplift, private health insurance systems doing my standard interpretive dance in a design capacity. Workshop facilitation, journey mapping and a truck ton of surfacing "why" a lot...
Department of Employment and Workplace RelationsService Design Lead
Mar. 2024 - Nov. 2024Canberra, Australian Capital Territory, AustraliaProviding service design for the TCSI (Tertiary Collection of Student Data) DAP projects; (basically a system capturing mandatory student information from Higher ed and Vocational Education providers). It's a highly specialised somewhat complex data driven space and yet I'm here to find the human element in all of it:D
Australian Electoral CommissionService Design Lead
Nov. 2023 - Feb. 2024Canberra, Australian Capital Territory, AustraliaThe role of the Australian Electoral Commission is to deliver the franchise: that is, an Australian citizen's right to vote, as established by the Commonwealth Electoral Act 1918. The Indigo program is the largest revamp of Australia's electoral system ever conducted to date; focusing on overhaul its 30yo ageing IT systems and this results in multiple projects designed to improve the way elections are managed by the agency. As a service designer I've been tasked with understanding the way real world election workers do their jobs leading up to, during and after an election. The system is complex and my role is to provide mapping artefacts of the process while still focusing stakeholders on the end user. Even if I have to be annoying:)
Gel. Social Lubricant gel.auDating, Relationships, Social Experience Designer (or for the want of a better term..coach)
Jun. 2023 - Nov. 2025Canberra, Australian Capital Territory, AustraliaAll that XD and user research experience has made me pretty switched on when it comes to human interaction and relationships.Turning a passion project into something bigger and using my skills to use design in real world genuine human experiences, coaching on effective team dynamics, helping individuals sell themselves for job interviews and the big one- finding life partners which is my sweet spot. Me, a dating coach.. whodathunkit right? :D http://www.gel.au
Australian Government Department of Health, Disability and AgeingSenior Service Design Lead
Dec. 2022 - Jun. 2023Canberra, Australian Capital Territory, AustraliaReturning to where it all began; the start of my career some 20 years ago when I landed with the Department of Health and Ageing (now Health and Aged Care) and now whodathunkit I'm back in the very familiar aged care space. Mixing it up wearing my service design hat on a massive programme with some 100 projects bringing human centred design to forefront of the biggest shake up of Aged Care in Australia..ever.
AskableFreelance UX Researcher
Jul. 2022 - Dec. 2022Canberra, Australian Capital Territory, AustraliaHeading up short burst UX research projects for numerous clients as a part of the Askable + platfortm; performing remote user interviews including Qantas and K-Mart Australia.
WongDoodySenior Experience Design Lead
May. 2021 - Aug. 2022Canberra, Australian Capital Territory, AustraliaWorking on numerous HCD projects using my UX, Service Design and research design and facilitation skills for gigs incl. Aust Government, VIC Roads and the Australian Open grand slam tennis tournament. Managing innovation projects for the Australian Government Department of Defence. Not sure I'm supposed to talk about it. Shhhhh.:)
Medfin FinanceSenior CX Lead
Mar. 2020 - May. 2021Sydney, New South Wales, AustraliaWorking with Medfin, a leading medical finance company and backed by NAB Health on improving their digital offerings to customers. Working both autonomously and as a part of multi layered teams across Sydney and Melbourne while slap bang in the middle of a viral pandemic!
Aleph-LabsSenior CX Lead
Aug. 2019 - Mar. 2020Sydney, AustraliaWorking on-site with Westpac and St George banks as a senior CX lead, consulting within their digital homeloans sales XLR8 team with some great product owners, producers and other XD peeps. Working on improving customer experience solving various problems pragmatically through user validated design.
Pollen DigitalContractor: UX
Jun. 2019 - Jul. 2019Surry HillsAlthough leaving a permanent role with Pollen as their UX strategy lead, i've continued to do work with them on a contract basis for projects - currently doing UX strategy and user research for a fitness app.
Pollen DigitalUX Strategy Lead
Aug. 2018 - Jun. 2019Surry Hills, New South Wales, AustraliaWorked with this amazing digital agency in UX strategy on many diverse projects including Alpha H, Kincare, Gumtree, Museum of Contemporary Art, PWC, Canstar and ReDux:Definition. Lead up user research and discovery phases of said projects mostly using an Agile delivery. Parted ways on good terms wanting to pursue different avenues for my career but still do some contract work since.
HypothesisExperience Design Capability Lead
Oct. 2016 - Jul. 2018Sydney, AustraliaExperience design lead with a whole bunch of very talented peeps. My first real "grown up" job (ie permanent full time role!) I drew on walls and asked "why" for a living- Did so on the walls of NSW Government and Macquarie Bank for multiple projects. :D
TelstraSenior UX Design Lead
Jun. 2016 - Sep. 2016Sydney, AustraliaBeing a part of the NBN+ Get Connected team,I was brought on in the latter stages of the project where designs had already been created but needed to be fine tuned and adjusted to meet requirements. As a lead I was then charged with being the single UX resource across multiple streams to seek consistency and alignment, working between multiple groups consisting of product owners, business requirement owners, devs, architects, visual designers and business analysts and required to make some tough,not-so-awesome design calls to get us across the line. You might call it "stakeholder management"- I call it allowing everyone to have a voice, minimising unnecessary process, speaking in plain english and just not being a dick. :D
SlingshotService Design Lead For ING Direct
Mar. 2016 - Jun. 2016Sydney, AustraliaSlingshot supplies large corporates with innovation programs + offers start-ups valuable coaching- I was brought on to offer support and design thinking expertise to an ING Direct innovation program called PACE that Slingshot were assisting. As a service designer I was involved in designing qualitative research tools to help explore and validate the Product Leads' concepts- lead various user interviews, designed landing pages, social media ads, facilitated workshops as well as developed personas and test strategies, wireframes, story boards and went through countless stacks of post-it notes:D
News Corp AustraliaSenior User Experience Architect
Sep. 2015 - Mar. 2016Sydney, AustraliaSenior UX lead for News.com.au and Body + Soul. Lead user research by designing testing strategies, persona development and storyboards and mockups.
National Archives of AustraliaHead User Experience Consultant
Mar. 2015 - Jul. 2015Canberra, AustraliaProviding a web publishing and content review for the National Archives. Developing draft information architecture and a revisioned style guide, providing visual design concepts and wireframes, developing social media strategies and of course talking to a whole lot of interesting people. Doing what I do best in the way that I like to do it:D
Department of Social Services (DSS)Senior User Experience Consultant
Aug. 2014 - Mar. 2015Canberra, ACTWorked on the proposed upcoming Aged Care Gateway, a system for aged care professionals and clients alike. Axure, Photoshop, the good ol' Sharpie and a whole lotta conversation became daily weapons of choice on very tight deadlines. Research, Facilitated design workshops, developed user scenarios and personas and liaised with developers, B.A's and architects in the Seibel/.net space.
Australian War MemorialSenior User Centred Design Lead
Jan. 2014 - Apr. 2014Canberra, AustraliaI was engaged by the Australian War Memorial on a rather intense short term contract to scope out the second phase of the Memorial's Anzac Connections project; conducting end user research, stakeholder engagement and business analysis. Advising on social media engagement tools, information sharing, user interfaces and visual design with a strong emphasis on crowdsourcing, user behaviour and motivation against a war history backdrop. As always, basically I'm just doing what I do:)
Bureau of MeteorologyContractor: User Experience Lead
Nov. 2012 - Dec. 2013Canberra, AustraliaResponsible for all things user experience related for several web projects in-conjunction with partnering agencies such as CSIRO and Geosciences Australia. Initially I was engaged for a short contract but have been extended multiple times over the past 11 months to tackle different projects within the Bureau utilising the full gamut of my user experience/communication skills. From a UX perspective this involved personas, scenarios, user and stakeholder engagement and a boot load of prototyping and visual design - while also educating and informing the Bureau on User Centred Design (UCD) best practice. Responsible for creating and nurturing a UCD culture within the organisation, promoting the practical benefits of the approach and in-bedding it into programme plans. - developing on going prototypes and visual design mockups for environmental information online projects
- developing communication and engagement plans - developing User Interface (UI) design for various projects
- introducing more efficient alternative solutions such as the use of social media (including Govspace)
- developing high level information architecture for the National Environmental Information Infrastructure online presence
-provide regular advice to senior management on UCD principles
Defence Housing AustraliaWeb Content and Accessibility review
Sep. 2012 - Nov. 2012Canberra, AustraliaI was engaged for a short contract to rapidly update and review web content for an upcoming new corporate website under very tight "we need it yesterday" deadlines. The role drew off my experience in user experience, writing for the web, visual design and layout, and accessibility. It was quite the hands on position, working with a customised content management system(Sitefinity) on the fly. Being a short burst contract required me to hit the ground running; learning the CMS for content migration and rewriting while also reviewing and updating the HTML where necessary (ie most of the time!) It was hectic. But I liked it:)
Department of Health and AgeingSenior User Experience Lead
Feb. 2012 - Aug. 2012Canberra, AustraliaEngaged by the Office for Hearing Services and advise on user behaviour related issues to do with the project. I was across all aspects of the project, from scoping and research, interaction processes mapping and design, user engagement and analysis, user interface design, visual design, presentation layer style guides and all round user experience goodness:)
Australian Government: Department of Resources Energy + TourismInformation Architect
Jun. 2011 - Feb. 2012Canberra, AustraliaI was commissioned to review the Department's official website from an information architecture and content point of view; I co-located with business areas to advise on writing for the web and best practice for web publishing, developing a consistent style across the department. This was a challenge, given the incredibly diverse nature of the port folio.
Australian Government: Department of Education, Employment & Workplace RelationsSenior Consultant: User Behaviour + Engagement
Apr. 2011 - May. 2011Canberra, AustraliaI was commissioned to conduct a high level review of eRecruit,the Departmental online HR / recruitment system from a usability perspective. The system was required to be adopted by casual users throughout the Department but was considered quite difficult to navigate; eRecruit suffered from a poor reputation and had significant resistance from staff members to use the product. • conducted usability lab testing with sample DEEWR staff
• conducted high level heuristic evaluations on current system
• conducted contextual enquiries with sample DEEWR staff
• conducted workshops with sample DEEWR staff
• developed final report and persona profiles
The Fair Work OmbudsmanUser Behaviour + Design
Mar. 2011 - Apr. 2011Canberra, AustraliaI was requested to continue my working relationship with FWO; this time to provide a high level analysis of the Agency’s official case management system from a usability perspective. The system was very complex and timeframe was very tight, however I still managed to interview an effective sample of users in several states, conduct a high level heuristic evaluation of the system and report my findings. • conducted high level heuristic evaluations on current system
• conducted contextual enquiries with FWO internal end users
• developed final report and persona profiles
Australian Government: Department of Resources Energy + TourismUser Behaviour + Engagement
Feb. 2010 - Aug. 2010Canberra, AustraliaI was commissioned to research the behaviour and information needs of potential users for a website designed to inform and promote the uptake of energy efficiency in industry; engaged by the ICT area but colocated with the business group. On the completion of my contract, I was requested again by the business area and re-engaged for the next phase to scope the requirements for the proposed website. • facilitated contextual enquiry interviews with end users across Australia + developed user needs documentation and persona profiles • developed strong knowledge base for the industrial energy efficiency space + advised on energy efficiency related issues with an end user focus
• produced mockups and wireframes to illustrate concepts and possible functionality
• develop gap analysis documentation on current systems
• present both orally + written to key stakeholders + senior management on project updates + provided recommendations
• development of functional requirements
Australian Government: Department of Education, Employment & Workplace RelationsSenior consultant: User Behaviour + Engagement Lead
Feb. 2007 - Feb. 2010Canberra, AustraliaI was a senior member of the VET Technology Projects team since February 2007- a 3 month contract that was extended multiple times! my job title had changed several times from UX design, Information Architect + UCD analyst, but my role had essentially been providing advice on all things to do with the end user. • provided analysis + advice on the proposed new training.gov.au project; advised on information architecture, user centred design, visual design + web 2.0 technologies
• conducted contextual enquiry interviews with end users + developed user persona profiles • developed strong knowledge base for the vocational education + training (VET) sector + advised on VET related issues with an end user focus
• managed both internal and external market research • facilitate workshops with users
• produced + art directed large scale photo shoot across 6 months + several states in Australia • lead for regular stakeholder + end user engagement across Australia • lead design; developed graphical user interface + provided extensive mock ups + functional prototypes to illustrate concepts. Responsible for prototyping new corporate id for a nationwide rebranding exercise for the VET sector. • present both orally + written to key stakeholders + senior management on project updates + provided recommendations
• consistent human resources responsibilities including the engagement + mentoring of new team members
• development of tender documentation for external vendors
• formal writing of ministerials, minutes, proposals and way forward documentation
Australian Department of Immigration and Border ProtectionSenior User Centred Design Analyst
Jul. 2006 - Feb. 2007Canberra, AustraliaI was engaged as a User Centred Design Analyst as a part of the systems for people project. i worked on developing several user models for Immigration IT systems such as case management + compliance portals using a Seibel CRM platform. as the title suggests the role was very analytical + required the use of formal UX/UCD methodologies. • Develop user interface specifications for portal projects
• Develop user interface wireframes for portal projects
• Conduct contextual enquiry interviews with end users and develop user profiles • Interpret business analysts’ use cases and develop user scenarios and task models
• Develop a graphical interaction model across various platforms
• Design graphical user interface and provide mock ups to illustrate concepts
• Liaise with a wide variety of stakeholders • Develop & conduct usability evaluations and user testing plans
• Promote usability & user centred design across the Department
Australian Government: Department of Education, Science and TrainingSenior Information Architect
Oct. 2005 - Jul. 2006Canberra, AustraliaI was brought on to DEST as an information architect to redesign the navigation structures and information architecture of training.com.au, ntis.gov.au + resourcegenerator.gov.au. These three sites were key gateways for the vocational education + training sector, developed on three different platforms by three different vendors in three different states. i was responsible for significant amounts of visual design + prototype design as well. • Develop and revise information architecture for training.com.au • Provide analysis and advice on Navigation Projects information architecture and usability
• Design graphical user interface and provide mock ups to illustrate concepts
• Liaise with a wide variety of stakeholders, internal staff and vendors • Conduct usability testing on Navigation Projects websites, including scenario development and in-lab analysis
• Present both orally and written to key stakeholders and senior management on research and provide recommendations
• Develop communications strategy including marketing campaign for Navigation Projects
Australian Government: Department of Employment + Workplace RelationsAssistant Director (EL1)
Feb. 2005 - Oct. 2005Canberra, Australia• Manage staff on a day to day basis
• Participate and chair meetings and focus groups
• Develop user interface guidelines for Departmental IT applications including coaching and mentoring
• Develop business process and requirements models using UML/ Holocentric
• Advise senior management and IT developers on usability and accessibility best practice
• Liaise with line areas on system requirements
• Develop formal documentation including project initiation briefs and business cases
• Assess existing business process and advise on best practice
• Develop and/or assess business requirements for line areas and translate to IT developers with usability focus
• Design and redesign GUI and restructure content for Departmental IT applications
• Educate line areas in the benefits of enterprise architecture (specifically in a .NET framework)
Australian Government: Department of Health + AgeingSenior Online Media Manager
Oct. 2002 - Feb. 2005Canberra, Australia• Successfully manage day to day web related activities and a team of 5 staff and multiple contractors adopting departmental supervisory roles including determining position specs, interviewing, hiring, councilling and performance agreement situations
• Developed communication campaigns and promotions for large scale Departmental initiatives
• Development of concept, graphic design & implementation for the Department’s main and subsequent websites that meet all accessibility issues • Design of promotional print material and logos to coincide with online media campaigns
• Writing of necessary documentation such as minutes, capital bids, ministerials and project proposals for senior management
• Develop contracts and functional specs for external vendors • Conducted and supervised market research on a regular basis
• Mapping and classifying large amounts of diverse content from line areas and structuring in an organised intuitive manner • Producing and developing websites using departmental enterprise content management system (LWCCM)
• Conduct extensive site testing, for usability, acceptance and accessibility through various methods including usability labs, focus groups and one on one engagement
• Advising management on issues relating to web design, accessibility, backend & web marketing issues • Auditing existing department websites for design and navigational/ architectural issues • Development and implementation of web systems & forms for clients to complete to streamline updating process • Co-ordinate web teams/projects both in-house and external contractors and vendors
DCITADigital Web Producer
Jun. 2001 - Oct. 2002Canberra, Australia• Development of concept, graphic design & implementation for the department’s main and subsequent websites that meet all accessibility issues • Advise on information architecture for departmental sites
• Crash course training on developing for the Vignette system platform
• Developing user interface & navigation (GUI) for the department's main and subsequent websites • Development of web taxonomies and classification of information
• Development of full featured websites using dynamic technology • Advising management on issues relating to web design, accessibility, backend & web marketing issues • Auditing existing department websites for design and navigational/ architectural issues • Development and implementation of web systems & forms for clients to complete to streamline updating process • Developing department’s content management application (CMA)
• Mapping and classifying large amounts of diverse content from line areas and structuring in an organised intuitive manner
• Co-ordinate web teams/projects both in-house and external contractors • Liaise + present to clients
Internet SolutionsWeb Designer
Jan. 1997 - Dec. 1998Freelance visual design, sales + marketing.
CyberOne InternetWeb Designer
Jan. 1997 - Dec. 1998Web design, splash screens, marketing advice.
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