Experience

Senior Experience Designer, UniSuper
Sep ‘23 - Present (Contract)


Lead Experience design improving members experience to retrieve retirement calculator results, personalised dashboards and periodic nudges to take positive action:
‘Leader in retirement’ experience - calculator data and member dashboards

• Optimisation of calculator experience and performance metrics

• Expansion of member online dashboard experience to track and improve progress

• Planned usability testing and script writing

• Improved accessibility and design system

Design support ensuring a better outcome for ‘Manage my insurance’; leading third party design direction to improve experience:

• Stakeholder review and critique of intended product experience

• Interaction design and accessibility improvements

• Journey optimisation
  

Senior UX/Product Designer, NAB
Nov ‘22 - Aug ‘23 (Contract)

Led UX design, research and UI execution for the re-architecture of international payments for retail banking. Uncovered customer insights highlighting new design scope to enhance proposed solution for new and repeat customers. 

• Aligned research activities to project OKR metrics and ran:

• Customer and employee interviews

• Usability testing of design concepts with new and repeat customers

• Findings synth reporting recommendations to stakeholder team

• Design collaboration and validation with Architecture and Development teams

• Accessible UI designs provisioned for dev handover
  

Senior UX Designer, Latitude Financial Services
Mar ‘21 - Aug ‘22 (Contract)

Led UX design, research and UI execution for NZ Gem Visa origination journey, increasing conversion by +30%. Embedded VOC within agile teams cadence with weekly NPS and product analysis. Advocate for design thinking within the business; shared existing CX state analysis, design principles, customer findings share-back, trend reporting, journey mapping and design concepts.

Senior UX Designer, NAB
Feb ‘19 - Feb ‘21 (Contract)
Supported ‘Simple Home Loans’, a simplified and fast way to approve customer home loans within an hour. Crafted banker UX of end-to-end home loan life-cycle and enhanced home lending origination tools for retail bankers. Managed UX output to align with overarching HLEX strategy.

Senior UX Designer, ANZ/Heath Wallace
Oct ‘18 - Feb ‘19 (Contract)
UI design lead of new authentication requirements to reduce ID fraud. Research led recommendations within an agile delivery process. Secondary team collaboration to optimise banker task flows while consolidating multiple applications into a single interface.

UX Designer, City of Melbourne
Oct ‘16 - Oct ‘18 (Contract)
Responsible for digital customer services interface as part of the online experience, advocating HCD within the program, adhering to design principles.

UX Designer, We Are Digital
Aug ‘16 (Contract)
Wireframing and UI design for an NRL clubs ticketing website.

UX Designer, Tribal DDB
Aug ‘16 (Contract)

UX Designer, Telstra
May - Aug ‘16 (Contract)

UX Designer, Esri Australia,
Oct 2015 - Feb 2016 (Contract)

Digital Producer, Sportsbet.com.au
Jan 2012 - Oct 2015

Achievements

LFS, Gem Visa NZ

• Submission rate increased by 32%

• Increased NPS from 10 to 38

NAB

• Designed application process for principal home loan approvals in under an hour.

City of Melbourne

• Established HCD thinking and practice for the digital services program.
  

Capability & skills

Research

• Stakeholder workshops

• Surveys

• User interviews

• Contextual inquiry

• Journey mapping

• Usability Testing - planning & running

Design

• Information architecture

• User interface

• Digital and paper wireframing

• Digital and paper prototyping

• Visual design

• Documentation & functional workflow

Software

• Figma/Figjam

• Sketch

• Invision

• Axure

• Adobe Creative Suite

• HTML / CSS
  

Education

B.A. (Hons) Graphic Design & Multimedia
Coventry University, U.K.

Rapid Prototyping and Testing for Better Designs
General Assembly, Melbourne

Scrum Master foundation
Elabor8, Melbourne

Agile Fundamentals
Thoughtworks Training workshop, Melbourne