Experience

The Greater Metropolitan Cemeteries Trust

• Australia
• Non-profit Organizations
• 1 - 100 Employee

• Customer Insights & Service Design Lead

  • Sep 2021 - Oct 2023

  Fawkner, Victoria, Australia Manages the research and insights program. Deepening organisational knowledge about the death practices and needs of diverse communities. Establishing a new capability in service design. Led and coached a cross-functional team in a design process improve information packs for customers.



Australia Post

• Australia
• Consumer Services
• 700 & Above Employee

• Senior Design Researcher

  • Apr 2021 - Aug 2021

  Melbourne, Victoria, Australia Planned and conducted agile research to explore Australia Post’s retail worker experiences. Support product teams develop a new point of sale system (POST+ Program).



Yarra Valley Water

• Australia
• Utilities
• 500 - 600 Employee

• Senior CX Design Researcher

  • Feb 2020 - Sep 2020

  Mitcham, Victoria, Australia Designed a research project that set out to explore the experiences of people who are experiencing financial vulnerability.



Paper Giant

• Australia
• Design
• 1 - 100 Employee

• Senior Design Researcher

  • Oct 2017 - Nov 2019

  Melbourne, Australia Combined research, design and strategy to create human-centred solutions to complex problems. Led research on projects for a range of public and corporate clients including DTA, Medibank, Data 61, DFAT, Department Justice and Community Safety (Vic), Atlassian and Conservation Volunteers Australia



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Senior Experience Researcher, ABC R+D

  • Aug 2014 - Sep 2017

  Southbank, Victoria, Australia Working as part of ABC's Research and Development team, the mission of our team is to demonstrate future ABC experiences. I was the team's lead researcher, working across a range of projects and initiatives such as: + Connected Cars A project exploring how connected cars may change the way ABC engages its future audiences. The project focussed on the influence of artificial intelligence and voiced-based, conversational user interfaces. Primary research included online surveys,… Show more Working as part of ABC's Research and Development team, the mission of our team is to demonstrate future ABC experiences. I was the team's lead researcher, working across a range of projects and initiatives such as: + Connected Cars A project exploring how connected cars may change the way ABC engages its future audiences. The project focussed on the influence of artificial intelligence and voiced-based, conversational user interfaces. Primary research included online surveys, interviews, concept testing with audiences and media makers. + Future Home Smart homes are set to transform how people consume, create and share information and entertainment. Primary research included contextual inquiries, co-design workshops, self-documentation kits, online surveys, and interviews. Show less



Independent Consultant

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Design researcher, Playing Favourites

  • Apr 2014 - Jul 2014

  Melbourne, Victoria, Australia Researched and co-authored a qualitative study for the Australian Broadcasting Corporation about children aged 2-14 and their media and technology experiences in family homes.



U1 Group

• Australia
• Research Services
• 1 - 100 Employee

• UX Consultant

  • Nov 2013 - Apr 2014

  South Melbourne, Victoria, Australia Undertaking user experience research including usability testing. Clients included Telstra (testing printed phone bills with consumers), and the University of Tasmania (interviewing stakeholders to inform development of a digital strategy).



Swinburne Design Factory

• Design anthropologist

  • Mar 2013 - Jun 2013

  Melbourne, Australia As part of an inter-disciplinary team, I explored the use and efficacy of needle and syringe programs in Victoria. Our team applied service design methodologies to our exploration of the user experience and created visualisations of the design context. I co-authored a research report and design strategy.



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Researcher and Strategist

  • Nov 2012 - Apr 2013

  Melbourne, Australia Via undertaking qualitative research methods such as contextual interviews, I investigated how the cultural values and mental models of Australian parents and caregivers influence their children's media consumption behaviours. Interview data was combed to create a set of task-based behaviours upon which to base the mental models. These were aligned against existing ABC content and services and formed the basis of a content strategy and a set of design recommendations.



Two Bulls/DEPT®

• Australia
• Software Development
• 1 - 100 Employee

• Experience Designer

  • Feb 2013 - Mar 2013

  Melbourne, Australia Generated storyboards, user scenarios, user-journey maps and a product ecosystem map that formed part of a design strategy for a series of games designed to be played by pre-schoolers on tablets.



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Producer, ABC Innovation

  • Oct 2011 - Feb 2012

  Melbourne, Australia Lead the first phase of creative development and prototyping of an iPad application for pre-school children based on Play School’s ‘Hickory Dickory Clock’ segment. Tasks included concept modelling, storyboarding and project management.

• Strategist, Radio Australia

  • Mar 2011 - Sep 2011

  Melbourne, Australia Undertook research related to the digital media landscapes of cultural groups in Asia and the Pacific with a focus on China, Indonesia and Vietnam. I undertook extensive secondary research, and primary research including stakeholder interviews and web analytics. This process also involved service benchmarking and devising a set of recommendations relating to brand strategy for Radio Australia to ensure brand cohesion and integrity across multiple platforms and channels.



Arts Centre Melbourne

• Australia
• Performing Arts
• 300 - 400 Employee

• Online Manager

  • Oct 2010 - Feb 2011

  Melbourne Area, Australia Shaped high-level business objectives and strategies for the implementation of digital services. I lead a small creative team to collaborate with stakeholders across the organisation, overseeing a diverse set of projects for various arts programming units and other business units. Educated staff about design processes.



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Strategist, ABC3

  • Apr 2010 - Oct 2010

  I developed a strategic plan and project proposal for ABC3 exploring how the channel can further engage with children aged 8-12 via social media and user-generated content. This involved Identifying and develop relationships with external organisations & production partners.



freelancing / independent

• triple j iPhone App Producer (early phase)

  • Mar 2010 - Mar 2010

  I undertook research, competitor analysis and stakeholder interviews to explore the potential feature-set of the triple j iPhone application. I made recommendations to stakeholders regarding the requirements & business objectives. I generated a detailed project plan (including objectives, high-level requirements, the user-experience & technical strategy, timeline, budget)



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• ABC Values Intranet Producer

  • Dec 2009 - Feb 2010

  Produced and project-managed creation of a website for the ABC intranet to provide staff with a way of exploring corporate Values.



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• 'Black Saturday' Interactive Media Producer

  • Feb 2009 - Oct 2009

  Between February 09 - Oct 09, I conceived, planned and produced an interactive documentary about Black Saturday, the bushfires that devastated most of Victoria in February 2009. The website is available at http://abc.net.au/blacksaturday



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• 'The Big Diary' ABC Innovation Producer

  • Dec 2007 - Jul 2008

  Lead creative development and production of ABC Events (still in production) which incorporates a wide range of social networking features, user-generated content, personalisation tools and geo-mapping.

• triple j tv, New Media Producer

  • May 2006 - Dec 2007

  Designed and implemented cross-media content strategies for jtv (triple j radio's television project) and provided a high level of editorial and technical expertise to staff on cross-media production techniques. Produced jtv’s entire online and mobile services comprising video delivery, building campaigns to solicit user-generated content, managing online communities, staging event coverage (including live video streaming), competitions, e-newsletters and online polling campaigns.



Australian Broadcasting Corporation (ABC)

• Australia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• triple j New Media Producer

  • 2003 - 2006

  Oversaw ongoing development and provided creative and editorial leadership for the growth and expansion of triple j's online and mobile services.

• ABC Kids Online Producer

  • Jan 2000 - Mar 2003

  Produced and initiated ongoing development for Australia's most popular and loved children's online destination, 'The Playground'. Identified a gap in our servicing of older children, and conceived and produced the 'Rollercoaster' website for 8-14 year olds that subsequently was developed into a television program for ABC TV.

• ABC TV Production Assistant

  • May 1998 - Dec 1999