Experience

Flânerie

• United States
• Research Services
• 1 - 100 Employee

• Transdisciplinary researcher, applied behavioral scientist, strategic designer

  • Feb 2013 - Present

  Flânerie brings together transdisciplinary research, applied behavioral science, and strategic design in environmental and humanitarian initiatives that inform the design of interventions, programs, policies, ventures, products, and services. We produce knowledge in hybrid fields emergent around contemporary human and environmental challenges using transdisciplinary research and design methodologies that fuse scientific rigour with societal relevance. Our work is shared in an evolving, multi-medium library dedicated to open sourcing knowledge about all dimensions of human behavior and its impact on our planet. Our mission is to inform and advance ethical behaviour change design, implementation and evaluation for positive climate and social impact. For 11 years we've worked with NGO, non-profit, social enterprise, think tank, startup, growth, government and enterprise clients in the United States, Europe, the United Kingdom, and Australia. Field work continues to take us to regional and remote communities in developing countries across Africa, Asia, and the Pacific as we advance our understanding of opportunities for positive social and environmental impact through human behavior change. Show less



Cecil

• Textile Manufacturing

• Consultant Researcher

  • Feb 2022 - Sep 2022

  Cecil is a technology company on a mission to help teams restore nature. Their global platform makes it easy to manage natural capital assets that enhance ecosystems, preserve biodiversity and accelerate the transition to net-zero. I led foundational research and design to facilitate an experimentation and prototyping approach to the development of a new collaborative platform to catalyse nature-based solutions for climate, biodiversity and humanitarian impact in SE Asia. Throughout this process I worked with a consortium of INGOs and stakeholders. Show less



BCG Digital Ventures

• United States
• Software Development
• 300 - 400 Employee

• Contract Research & Strategic Design Lead

  • Jan 2021 - Apr 2021

  Project-based engagement for early stage discovery research and value proposition design and validation for a new venture aimed at transforming spending behavior in young people. Project-based engagement for early stage discovery research and value proposition design and validation for a new venture aimed at transforming spending behavior in young people.



Firemark Collective

• Australia
• Insurance
• 1 - 100 Employee

• Research & Strategic Design Lead

  • Feb 2020 - Jul 2020

  Shaping IAG's future through inquiry, investment, and incubation to accelerate new value creation. I led the research and conceptual development of new venture propositions in the circular economy space. Generative and evaluative research, synthesis, hypothesis register management, design experiments, workshop facilitation, global innovation / market scanning, ideation, concept prototype design, proposition resonance testing, usability testing and stakeholder showcases. Shaping IAG's future through inquiry, investment, and incubation to accelerate new value creation. I led the research and conceptual development of new venture propositions in the circular economy space. Generative and evaluative research, synthesis, hypothesis register management, design experiments, workshop facilitation, global innovation / market scanning, ideation, concept prototype design, proposition resonance testing, usability testing and stakeholder showcases.



1835i

• Australia
• Venture Capital and Private Equity Principals
• 1 - 100 Employee

• Research & Strategic Design Lead

  • Sep 2019 - Feb 2020

  External innovation and venture capital partner of ANZ. I led the research and design planning, strategy, and execution for the 12 week explore phase of a new venture proposition aimed at solving problems experienced by disadvantaged segments when selling property. I created methodology aimed at embedding relevant behavioral science principles and initiatives into the design research process in a repeatable way. I worked with a small team including the venture founder, a venture architect and another designer to define the global market landscape, identify opportunity spaces and value pools, and then design and execute research studies to investigate highest risk assumptions and both formulate and test key hypotheses. I defined behavioral archetypes via synthesis of qualitative and quantitative study data, and integrated this work with market segmentation and collaboration with a venture architect to help determine the evolving market size and viability of the proposition. I worked external domain experts, and internal stakeholders/investors to continually refine the proposition and ideate based on evaluative research data. Over 12 weeks (explore phase) I developed an approach that involved qualitative and quantitative studies including ethnography, behavioral and attitudinal scales, open and closed card sorts, expert interviews, customer co-design, survey design, behavioral segmentation overlaid on business intelligence insights, and contextual diary studies. Show less



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• Research & Human Centered Design Lead

  • Oct 2017 - Jun 2019

  • Reimagining the future of wealth for Millennials and beyond (innovation / new venture design initiative aimed at addressing new market and consumer needs by uncovering and exploring research-led opportunities) • End-to-end research and design for the Colonial First State mobile application for launch (iOS & Android). • Helping to shape the future of retirement, financial advice, and investment product experiences for the customers of today and tomorrow. • Reimagining the future of wealth for Millennials and beyond (innovation / new venture design initiative aimed at addressing new market and consumer needs by uncovering and exploring research-led opportunities) • End-to-end research and design for the Colonial First State mobile application for launch (iOS & Android). • Helping to shape the future of retirement, financial advice, and investment product experiences for the customers of today and tomorrow.



Sapien

• Behavioral Research & Design Lead

  • Feb 2018 - May 2018

  Sapien is the Web3 Social Network of the Future building an Ethereum-based social platform that will reward content creators, put users back in control of their data, and fight fake news. A remote role creating intuitive user experiences around complex technical product features, focused on solving for the lack of consumer understanding about tokenized marketplaces and fake news identification in context. Sapien is the Web3 Social Network of the Future building an Ethereum-based social platform that will reward content creators, put users back in control of their data, and fight fake news. A remote role creating intuitive user experiences around complex technical product features, focused on solving for the lack of consumer understanding about tokenized marketplaces and fake news identification in context.



Simple Machines Pty Ltd

• Research & Design Team Lead

  • Sep 2017 - Oct 2017

  Simple Machines specialises in digital product innovation and greenfield software development. I worked on the end-to-end human-centred research and design of iGrain (agritech platform/marketplace) and Doctors Health Combined (professional network for specialist doctors) • Synthesis of customer research insights and client objectives to develop journey maps, service blueprints, behavioural archetypes, wireframes, user flows and design language components. • Creation of detailed user flows and wireframes for complex native and web applications within a two-sided Agritech platform/marketplace (iGrain) and a social network for specialist medical practitioners. • Collaborating with external client engineering, marketing and brand teams to develop cohesive solutions in terms of tone of voice, data-driven personalization, and service for complex use cases. Show less

• Lead Experience Designer

  • Jun 2017 - Oct 2017

  Project-based contract, transforming family court processes through ethnographic research and early stage digital and hybrid solution design and validation. Project-based contract, transforming family court processes through ethnographic research and early stage digital and hybrid solution design and validation.



The NRMA

• Australia
• Civic and Social Organizations
• 700 & Above Employee

• Research Lead

  • Dec 2016 - Jun 2017

  • Member research-led relaunch of all digital assets (web and mobile) and design support for replatforming • Product strategy redesign (product-market fit, new addressable markets) • Establishment of HCD culture in the wider product and digital team • Member research-led relaunch of all digital assets (web and mobile) and design support for replatforming • Product strategy redesign (product-market fit, new addressable markets) • Establishment of HCD culture in the wider product and digital team



Goodments

• Australia
• Financial Services

• Lead Researcher

  • Mar 2017 - May 2017

  My work included: • Planning and conducting user research to inform the design an iOS application for launch. • Synthesis of insights to inform journey maps, wireframes and user flows. • Collaboration with founders and investors to ensure product vision and goals came to life in the best possible way, on time. • Agile development support with small engineering team, supplying finished fidelity prototypes and UI components (Zeplin). My work included: • Planning and conducting user research to inform the design an iOS application for launch. • Synthesis of insights to inform journey maps, wireframes and user flows. • Collaboration with founders and investors to ensure product vision and goals came to life in the best possible way, on time. • Agile development support with small engineering team, supplying finished fidelity prototypes and UI components (Zeplin).



Westfield

• Real Estate
• 700 & Above Employee

• Lead experience designer

  • Oct 2016 - Dec 2016

  • Planning and conducting research and analysis to explore, create, and refine ways in which to deliver an improved shopper experience. • Design for the wayfinding experience (home to home shopper journey) across native mobile, responsive web and interactive kiosk design. • Development of research-informed service blueprints and customer journey maps to integrate concierge, valet and other centre services in ways that added value to the shopper experience. • Working with engineering, product, and business teams to find elegant but practical solutions to customer problems. • Collaboration with industrial designers and external technology providers to inform the physical kiosk experience and ensure seamless integration with other digital and physical experiences within the shopper's home-to-home journey. Show less



Qantas

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Design research lead

  • Oct 2016 - Dec 2016

  • Generative design research to inform the redesign of the Qantas in-flight entertainment experience and the launch of in-flight wi-fi.• Collaboration with external entertainment content suppliers and legal to ensure IP and licensing compliance.• Research findings report and presentation to leadership, design recommendations and MVP prototype for the in-flight entertainment and wifi experience.

• Lead experience designer

  • Apr 2016 - Oct 2016

  Mobile application for Qantas Wellness linking positive health behaviour with lifestyle rewards.My work included:• Planning and conducting ethnographic studies to better understand existing health behaviours and habits.• Facilitation of internal design sprints, co-design workshops and showcases/sharebacks.• Development of behavioural archetypes, service blueprints and journey maps to assist in advocating for customer-centered design practices across the organisation.• Collaboration with white label and commercial partners (NIB, TAL) in product development as well as Apple and FitBit in software design.• Planning and conducting usability testing and documenting feedback to validate and iterate designs. Design support as part of agile delivery, planning, and coordination efforts with program management and leadership stakeholders to deliver MVP for beta and launch.• Managing iterative concept design for native insurance and wellness experiences including purchase and claims journeys. Omnichannel journey mapping (including outbound sales-incentivised call centre)• Thought leadership and presentation of emerging technology trends and innovation in wellness products globally.• Managing a strong future state design stream aimed at innovating the product and service vision for both insurance (life and health) and wellness more broadly.• Creation of behaviour design and habit formation strategy based on the Fogg and Hook models for positive behaviour creation in wellness product design. • Data-driven experience design and hypothesis testing using Mixpanel and in collaboration with the Data Analytics team at Qantas Loyalty. Funnel optimisation, data segmentation and heat mapping. Show less



ustwo

• United Kingdom
• Design
• 100 - 200 Employee

• Lead experience designer

  • Oct 2016 - Dec 2016

  ustwo is a global digital product studio launching products, services and companies that make a meaningful impact on the world. • End-to-end experience design for a mobile video news platform targeting Millennials. ustwo is a global digital product studio launching products, services and companies that make a meaningful impact on the world. • End-to-end experience design for a mobile video news platform targeting Millennials.



Cuscal Limited

• Australia
• Financial Services
• 400 - 500 Employee

• Lead product designer

  • Oct 2016 - Dec 2016

  Concept development for a disruptive mobile banking product aimed at the Millennial segment Concept development for a disruptive mobile banking product aimed at the Millennial segment



ScribblePost

• Technology, Information and Internet
• 1 - 100 Employee

• Lead Researcher

  • Oct 2016 - Dec 2016

  • Customer experience design for native mobile and web app workflow management SaaS. • Customer experience design for native mobile and web app workflow management SaaS.



Servian

• Australia
• IT Services and IT Consulting
• 300 - 400 Employee

• Senior User Experience Designer

  • Aug 2015 - May 2016

  A consultancy that designs, delivers and manages innovative data & analytics, digital, customer engagement and cloud solutions. My work included UX/CX/UI consulting for the following clients/projects: • IBM Watson and Hive Legal - designing a natural language processing /AI based tool for internal legal process triage using IBM Bluemix • Vestech - designing an iOT product dashboard design for patient and practitioner interaction with a connected medical device for joint replacement rehabilitation. • Class Super - designing an integrated view of wealth dashboard using API's for use by financial advisers, customers, fund managers, superannuation administrators, and regulators simultaneously with support for MLC and Macquarie Wrap products. Show less

• Service Designer

  • Feb 2016 - Apr 2016

  • Designing a staff-facing platform consolidating up to 60 unique sales and service reports. • Designing a staff-facing platform consolidating up to 60 unique sales and service reports.



Macquarie Group

• Non-profit Organizations
• 1 - 100 Employee

• Experience Design Lead (Consultant)

  • Nov 2015 - Apr 2016

  My work included: • Corporate Communications & Investor Relations led mobile-first redesign of macquarie.com. • Innovation/strategic design for MQG venture aimed at reimagining the candidate & employee experience (leveraging VR technology) in collaboration with R/GA and Google. • Staff-facing SharePoint based product for universal file management (save/search/share). • Ethnographic research, behavioural archetype creation, opportunity space identification, global competitor/market analysis, customer problem statement definition, journey mapping and service blueprinting, wireframing, interactive prototyping, concept and usability testing to inform and validate the evolution of designs. • Rapid experimentation and prototyping workshop facilitation. Data-driven experience design process implementation including hypothesis testing across different touchpoints in the customer journey. • Design Thinking training and mentoring for Sydney and EMEA digital teams. • Collaboration with developers and digital team members for deployment of solutions in an agile working environment and creation of a scalable modular design language system and a core set of human-centered design principles. • A/B and multivariate testing (Optimizely) and definition of success metrics for ongoing experience optimisation across web and mobile. • Production of validated, annotated high fidelity screens detailing expected behaviour and interactions for story kickoff with development team. Show less



IP Australia

• Australia
• Government Administration
• 700 & Above Employee

• Product Designer

  • Dec 2015 - Feb 2016

  Australian government department managing patents and intellectual property. My work involved: • Research and design aimed at a reimagination of the way we manage and use intellectual property patents and registrations and a responsive web app design. Australian government department managing patents and intellectual property. My work involved: • Research and design aimed at a reimagination of the way we manage and use intellectual property patents and registrations and a responsive web app design.



Zurich Insurance Company Ltd

• Portugal
• Insurance
• 1 - 100 Employee

• Strategic Designer

  • Sep 2015 - Dec 2015

  My work included: • Facilitation of an innovation accelerator and POC for a series of mobile applications based on customer life stages. • Generative research to inform customer life stage needs. My work included: • Facilitation of an innovation accelerator and POC for a series of mobile applications based on customer life stages. • Generative research to inform customer life stage needs.



ACN Pacific

• Telecommunications
• 100 - 200 Employee

• Design Researcher

  • Jan 2015 - Aug 2015

  My work included: • Establishing a lean, user-centered design process and culture across a digital team of 6. • User experience design including customer research, usability testing, persona development, journey mapping, user flows, task models wireframing, and prototyping. • Competitive analysis across telecommunications and energy industries within Australia and NZ • Analysis of existing usability challenges on desktop and mobile via user interviews, participant observation and heuristic audit/review. • Collaboration with two external (overseas) front end developers and two business analysts for responsive website redesign in an agile environment. • Presentation of progress milestones / showcasing to non-digital leadership. • Information architecture for complex product bundling and service provisioning across broadband, voIP, and mobile. • User interface design for mobile-first website redevelopment. • Usability testing, A/B and multivariate testing (Optimizely). • Design and production of a mobile content strategy and training for content team of two. Ongoing management of the Creative Studio team for content production in line with content strategy, business rules, and product roadmap (two in-house visual designers, two content managers). Show less



LifeCare Australia

• Australia
• Hospitals and Health Care
• 1 - 100 Employee

• Digital Designer

  • Jan 2010 - Jan 2015

  Key responsibilities included: - Establishment of lean UX processes and a build-measure-learn cycle - End-to-end execution of the UX process from research to user testing - Analytics review and data-driven customer experience validation focused on sales funnel optimisation - User interviews and extracting actionable insights for prioritisation with leadership stakeholders - Wireframing in low, medium, and high fidelity (Sketch) - Interactive prototype design (Axure, InVision) - Persona development - Omnichannel journey mapping - Design and development of two responsive websites for e-commerce B2C and B2B platforms - The maintenance of a motivating, fulfilling work and learning environment for a team of four FE developers and visual designers including KPI management in 2014/15 for two direct reports - Creation of a learning program of work for two junior UX designers (in last 12 months) Show less