Will Farrier
Senior Service Designer at WAVE Design- Claim this Profile
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Bio
Nicky Wilson-Kelly
Will epitomises design thinking: he is inquisitive, articulate and genuinely appreciates working alongside others. He has an engaging and empathetic style and seeks to make concepts and practices accessible to his audience and stakeholders. His willingness to create space for, and respect, diverse perspectives in addition to his ability to bring a group together around shared outcomes represent just two of the potent collaboration skills he has in his toolkit. Will is adept at eliciting the true meaning behind commentary and behaviours and uses this information as the foundation for his design approach. On several occasions, he breathed life into the rhetoric surrounding customer value and helped the business see itself through an external lens. He achieved this through a combination of research, insight synthesis, coaching and executive advice. I cannot think of a circumstance where Will would not add significant value to a business and would not hesitate to recommend him to future employers, particularly those looking to acquire a deeper understanding of their customers/stakeholders in order to gain a competitive advantage.
Justin Cheong
Will is a passionate designer who embodies the best of the Human-Centred Design mindset: inquisitive, adaptive and always attuned to the human value of our work. I collaborated closely with Will as experience designers at Australian Unity, as part of an in-house consulting unit. Will has a natural talent for storytelling, and ability to help stakeholders reframe business problems in human terms and vice versa. He has a strategic mind that is always zooming in and out to see if we are asking the right question. I enjoyed my time with Will and would happily collaborate with him again to crack a complex problem, conduct research, facilitate a workshop or present to an audience.
Nicky Wilson-Kelly
Will epitomises design thinking: he is inquisitive, articulate and genuinely appreciates working alongside others. He has an engaging and empathetic style and seeks to make concepts and practices accessible to his audience and stakeholders. His willingness to create space for, and respect, diverse perspectives in addition to his ability to bring a group together around shared outcomes represent just two of the potent collaboration skills he has in his toolkit. Will is adept at eliciting the true meaning behind commentary and behaviours and uses this information as the foundation for his design approach. On several occasions, he breathed life into the rhetoric surrounding customer value and helped the business see itself through an external lens. He achieved this through a combination of research, insight synthesis, coaching and executive advice. I cannot think of a circumstance where Will would not add significant value to a business and would not hesitate to recommend him to future employers, particularly those looking to acquire a deeper understanding of their customers/stakeholders in order to gain a competitive advantage.
Justin Cheong
Will is a passionate designer who embodies the best of the Human-Centred Design mindset: inquisitive, adaptive and always attuned to the human value of our work. I collaborated closely with Will as experience designers at Australian Unity, as part of an in-house consulting unit. Will has a natural talent for storytelling, and ability to help stakeholders reframe business problems in human terms and vice versa. He has a strategic mind that is always zooming in and out to see if we are asking the right question. I enjoyed my time with Will and would happily collaborate with him again to crack a complex problem, conduct research, facilitate a workshop or present to an audience.
Nicky Wilson-Kelly
Will epitomises design thinking: he is inquisitive, articulate and genuinely appreciates working alongside others. He has an engaging and empathetic style and seeks to make concepts and practices accessible to his audience and stakeholders. His willingness to create space for, and respect, diverse perspectives in addition to his ability to bring a group together around shared outcomes represent just two of the potent collaboration skills he has in his toolkit. Will is adept at eliciting the true meaning behind commentary and behaviours and uses this information as the foundation for his design approach. On several occasions, he breathed life into the rhetoric surrounding customer value and helped the business see itself through an external lens. He achieved this through a combination of research, insight synthesis, coaching and executive advice. I cannot think of a circumstance where Will would not add significant value to a business and would not hesitate to recommend him to future employers, particularly those looking to acquire a deeper understanding of their customers/stakeholders in order to gain a competitive advantage.
Justin Cheong
Will is a passionate designer who embodies the best of the Human-Centred Design mindset: inquisitive, adaptive and always attuned to the human value of our work. I collaborated closely with Will as experience designers at Australian Unity, as part of an in-house consulting unit. Will has a natural talent for storytelling, and ability to help stakeholders reframe business problems in human terms and vice versa. He has a strategic mind that is always zooming in and out to see if we are asking the right question. I enjoyed my time with Will and would happily collaborate with him again to crack a complex problem, conduct research, facilitate a workshop or present to an audience.
Nicky Wilson-Kelly
Will epitomises design thinking: he is inquisitive, articulate and genuinely appreciates working alongside others. He has an engaging and empathetic style and seeks to make concepts and practices accessible to his audience and stakeholders. His willingness to create space for, and respect, diverse perspectives in addition to his ability to bring a group together around shared outcomes represent just two of the potent collaboration skills he has in his toolkit. Will is adept at eliciting the true meaning behind commentary and behaviours and uses this information as the foundation for his design approach. On several occasions, he breathed life into the rhetoric surrounding customer value and helped the business see itself through an external lens. He achieved this through a combination of research, insight synthesis, coaching and executive advice. I cannot think of a circumstance where Will would not add significant value to a business and would not hesitate to recommend him to future employers, particularly those looking to acquire a deeper understanding of their customers/stakeholders in order to gain a competitive advantage.
Justin Cheong
Will is a passionate designer who embodies the best of the Human-Centred Design mindset: inquisitive, adaptive and always attuned to the human value of our work. I collaborated closely with Will as experience designers at Australian Unity, as part of an in-house consulting unit. Will has a natural talent for storytelling, and ability to help stakeholders reframe business problems in human terms and vice versa. He has a strategic mind that is always zooming in and out to see if we are asking the right question. I enjoyed my time with Will and would happily collaborate with him again to crack a complex problem, conduct research, facilitate a workshop or present to an audience.
Credentials
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Visual Thinking for Human-Centred Design
Visual AcademyOct, 2020- Nov, 2024
Experience
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WAVE
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Australia
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Business Consulting and Services
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1 - 100 Employee
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Senior Service Designer
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Sep 2022 - Present
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Australian Unity
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Australia
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Wellness and Fitness Services
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700 & Above Employee
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Human-Centred Design Lead
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Feb 2018 - Aug 2022
Working across Allied Health, Aged & Disability Care, Insurance and Wealth Management businesses to crack complex problems and build a Human-Centred Design culture within the organisation.Most recently, working on research-driven product strategy to build customer relationships across the Group.
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Service Designer
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Jul 2017 - Jan 2018
I started my work at Australian Unity on a multidisciplinary team to design and deliver a new billing experience for vulnerable home and disability care customers.
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Service Designer
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Mar 2018 - Apr 2018
I participated in Code's Sandpit program to design, prototype and test solutions that enhance the sharing of expertise within the Victorian Government's IT service desks. I participated in Code's Sandpit program to design, prototype and test solutions that enhance the sharing of expertise within the Victorian Government's IT service desks.
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Good On You
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Australia
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Retail Apparel and Fashion
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1 - 100 Employee
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Director of Product & Operations
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Jan 2016 - Jul 2017
The Good On You app helps over 45,000 global users find clothing that matches their style while also performing better on labour rights, environmental impact and animal welfare.I managed a customer-focused, iterative design process that involved user research, analytics and agile development to delight a growing community of conscious consumers. In a cross-organisational sense I advocated for the user across strategy, business development, product and communications. I also designed and implemented back office systems to scale these activities with limited resources.goodonyou.eco
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Startup All-rounder
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Jun 2014 - Jan 2016
Core member of a collaborative, multidisciplinary team passionate about cracking a complex problem. Including but not limited to: direct support to CEO and CTO, Business Model Canvas development, user research, rating system development, managing stakeholder relationships, volunteer management, back office systems, content strategy, office management.
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Consumers' Federation of Australia
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Australia
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Consumer Services
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1 - 100 Employee
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Communications & Administration Officer
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Aug 2013 - Dec 2015
Administrative support for a remotely operating Executive Committee Management of member services and membership drives Comms: SM, EDM, finalising submissions to government inquiries Administrative support for a remotely operating Executive Committee Management of member services and membership drives Comms: SM, EDM, finalising submissions to government inquiries
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Writer / Copywriter
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Sep 2013 - Jun 2014
Working alongside King Content I have written editorial pieces on topics such as HR, digital marketing and lifestyle for clients including SEEK, Energy Australia and Al-Ko. Working alongside King Content I have written editorial pieces on topics such as HR, digital marketing and lifestyle for clients including SEEK, Energy Australia and Al-Ko.
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Subscriptions Manager
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Apr 2012 - Jul 2013
This was a position I created within the roastery arm of the Seven Seeds business due to what I saw as a lack of engagement with a growing online audience. By overseeing the redesign of the website and its content, installing methods of online communication which were not being used, and by introducing subscription-based sales of coffee beans, I overcame this problem, expanded the size of the online audience and opened up a new revenue stream for the business. My customer service skills from my previous role at Seven Seeds were carried through to this position in order to maintain a positive relationship with ongoing customers, and to ensure that all their administrative needs were met during their subscription period.
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Assistant Manager, Supervisor
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Feb 2011 - Jul 2012
In this 2IC position on the floor of one of Melbourneʼs premier specialty coffee venues I oversaw the tasks and wellbeing of up to twelve employees on their daily shift. I also took responsibility for upholding the high expectation of customer service and menu items that were on offer at this extremely popular, ninety-seat restaurant. In this 2IC position on the floor of one of Melbourneʼs premier specialty coffee venues I oversaw the tasks and wellbeing of up to twelve employees on their daily shift. I also took responsibility for upholding the high expectation of customer service and menu items that were on offer at this extremely popular, ninety-seat restaurant.
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Research Publications Editor
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Apr 2010 - Sep 2010
Whilst I was volunteering at this not-for-profit organisation my main project was to edit a research paper concerning the challenges faced by resettled Sudanese refugees in Melbourne. During the process I observed that significant gaps existed in the research, and with the support of my supervisor I liaised with various stakeholders to come to a consensus of steps necessary to salvage the project. Whilst I was volunteering at this not-for-profit organisation my main project was to edit a research paper concerning the challenges faced by resettled Sudanese refugees in Melbourne. During the process I observed that significant gaps existed in the research, and with the support of my supervisor I liaised with various stakeholders to come to a consensus of steps necessary to salvage the project.
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Content Researcher/Journalist
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Oct 2008 - Jun 2009
This position was a promotion from my previous position as a verificationeditor. It included working in a supervised role to research projectsdestined for publication as feature articles. In addition to establishing arelationship with research contacts, I would maintain a database ofresearch information for analysis and write a story around this material.
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Verification Editor
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Aug 2007 - Oct 2008
In my first position held at CHOICE I verified projects intended forpublication in the magazine from their inception to their publication. Thisincluded verifying that test results or research outcomes were valid andfactual.The second part of this process was to check that articles,throughout the draft and final stages, accurately reflected the test resultsand research outcomes that they were based on. This part of theposition was also a sub-editing process as changes were directlymarked up on to a draft and included changes to wording and grammar.A major part of the role was to negotiate key changes based on qualityassurance outcomes with writers and editors at the draft and final stagesof a project.
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Education
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2002 - 2007
University of Wollongong
BA (Lit), BSc (Biology)
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