Welcome to my
CX/UX Portfolio
Freelance Experience Researcher,
Designer & UI specialist.
Freelance Experience Design
Professional
Sydney, Australia
Professional Summary
Having over 15+ years experience in the digital industry, ranging from product, production, project management and predominantly design.
I consider myself as a Solution Designer, which ultimately involves the process of gathering complex business and technology requirements from various sources and positioning these into a sound and visual customer experience via any digital presence.
Technical Skills
My knowledge of Adobe Cloud Suite, Balsamiq, Moqups, Axure, Invision, Sketch and various wireframing and service design tools where required.
Having a background as a web designer, digital producer and production manager has produced a creative designer that understands the technical limitations of an organisation will reflect the end product of a design and my ambition is to always provide the best possible customer experience within any scope, budget or timeframe.
Portfolio
Having worked for a variety of organisations both in the private and public sector. These include Cognizant, Department of Communities and Justice, Sydney Trains, Transport for NSW, Real Estate Australia, IPMG and numerous well known advertising agencies such as MRM/McCANN, Sapient and Razorfish.
Key Accomplishments
My understanding of business processes, service models, business requirements and customer needs have produced above industry standard metrics for his previous employers, which prove my solutions are extremely successful in regards to usability workshops and reviews, sales revenue per engagement, conversion rates and many other KPIs.
Slattery Auctions
Online Auctions
Contribution: Research, Engagement, Concepts, IA, UX, UI and Visual Design
Client: Slattery Asset Advisory and Slattery Auctions are the leading provider of premium asset advisory and remarketing services in Australia and Asia Pacific. Some of their competitors are sites such as Pickles Auctions and Carsales etc.
Challenge: To create an improved user experience across all their digital assets for online users to be able to easily understand the assets they wish to bid on are available at any point and time. Our goal was to create a flexible yet aesthetically pleasing design that will enable users to open multiple assets simultaneously and bid on these assets without confusion.
Solution: We researched the organisation its customers in great depth to understand their pain points they were facing around complex scenarios for each key persona and general activities across the application. We also designed solutions for desktop, tablet and mobile in order to facilitate simulcast auctions onsite
Note: Access granted to any of the prototypes for Slattery cannot be granted via public channels.
Woolworths
TeamHub
Contribution: Research, Engagement, Concepts, IA, UX, UI and Visual Design
Client: Woolworths is an Australian chain of supermarkets and grocery stores owned by Woolworths Group. Founded in 1924, Woolworths today is Australia's biggest supermarket chain with a market share of 33% as of 2019.
Challenge: The office support team required a centralised application that would provide an avenue for their office employees to be able to access multiple services such as general communications, annual leave requests, salary sacrifice, support and learning services via a common user interface.
Our goal was to analyse, collaborate, develop digital processes and systems to accomodate their operational activities for both team members and their respective managers, whilst producing a sound customer experience for their internal stakeholders.
Solution: We researched their organisation extensively and become advocates of their brand and their internal team members. From as is processes that existed within the organisation we develop sound user journeys around the new 2B processes that were to be developed from their legacy systems and integrated into our UX/UI solutions that were powered by Salesforce Cloud. We also developed a mobile application to accomodate users who were working remotely outside of their IT network to be able to access the key content they needed daily as team members of this vastly growing organisation.
Note: Access granted to any of the prototypes for Woolworths cannot be granted via public channels.
Department of Communities
& Justice
Multiple Projects
Contribution: Research, Engagement, Concepts, IA, UX, UI and Visual Design
Client: The New South Wales Department of Communities and Justice, a department of the Government of New South Wales, is responsible for the delivery of services to some of the most disadvantaged individuals, families and communities; and the administration and development of a just and equitable legal system of courts, tribunals, laws and other mechanisms that further the principles of justice in the state of New South Wales, Australia.
Challenge: The department was in need of digitising their current real-world business processes and they were assigned to create a new digital world for their stakeholders within the organisation and the general public.
Our goal was to analyse, collaborate, develop digital processes and systems to accomodate their operational activities, whilst producing a sound customer experience for both the general public and their internal stakeholders.
Solution: We researched their organisation extensively and become SMEs in the legal space in order to design and facilitate web applications that would accomodate their customers, who ranged from solicitors, barristers, magistrates, judges and any defendant who committed minor offices (Criminal Online Court) from the general public.
Our solutions allow DCJ to run their entire organisation online for the relevant business units that required a digital transformation to service their customers faster and better than the traditional methods that were a waste of the courts time and resources.
Note: Access granted to any of the prototypes for DCJ will not be granted until projects have been realised to the public.
Sydney Trains
Electrical Isolations
Management System.
Contribution: Research, Engagement, Concepts, IA, UX, UI and Visual Design
Client: Sydney Trains is the operator of rail services across the metropolitan Sydney area.
Challenge: The EIMS application aims to improve the speed, efficiency and safety of the 1500Vdc and High Voltage (HV) Electrical Power Outage System (EPOS) via the introduction of systems, processes and technology to reduce the time and resources required to affect power outages and power restoration.
Our mission was to develop an electronic permitting system that integrated the entire workflow of the organisation from submission to the process of isolating power and issuing permit requests for internal and external vendors.
Solution: We designed an application that allowed stakeholders to receive electronic requests via complex web forms that enabled automation for allocating requests to the correct isolations / events for train notices that were issued by Sydney Trains.
Our solution enabled network engineers to quickly assess requests, process the isolations within the same application and allow for permit writers to access the information in a report to issue on the day of operations. Our system increased their workflow and productivity by more than 20 percent.
Note: Access granted to prototype based on request.
NSW Trainlink
Regional Bookings.
Contribution: Research, Engagement, Concepts, IA and User Experience.
Client: NSW TrainLink is an Australian brand for the medium and long distance passenger rail and coach services in New South Wales.
Challenge: The brief was to redesign the online booking experience for TrainLink customers who found the existing service frustrating due to the lack of clarity around complex interchanges, transferring from Opal metropolitan services to regional services and also booking directly via the website with saved trip information after being referred from other transport for NSW digital assets and services.
Solution: With technical restraints from the Amadeus booking engine we interviewed stakeholders from both TrainLink about their business requirements, government laws and the general public around the pain points of using their services online.
We developed a strategy around the ideal customer experience model, whilst utilising existing functionality to design an improved customer journey, UI and ultimately streamline services within TrainLink to better facilitate bookings for all customer demographics that had complex booking requirements for regional trains and connecting coach services.
Future Transport
Infrastructure & Technology.
Contribution: Research, Engagement, Concepts, IA and User Experience.
Client: Future Transport first began as an event held in 2016 for renown world leaders in the technology sector who contributed towards innovative thinking around using technology to improve transportation services for customers of NSW for the next 40 years.
Steve Wozniak from Apple attended the conference and since then we have turned the event into an ongoing program of work.
Challenge: My primary role was to improve the user experience for the website from being technology focused to having both infrastructure and technology share the Future Transport brand and vision for NSW citizens.
Solution: We designed an award winning website that allowed audiences to find the information that was most relevant to them regardless of the complexities that were inherited by Transport for NSW.
Website: Future Transport 2056
Tomorrows Sydney
Real-Time Awareness Campaign.
Contribution: Research, Concepts, IA, User Experience, Production Management and Stakeholder Management.
Client: Tomorrow's Sydney mission is to deliver real-time disruption information on transport related construction projects within metropolitan and greater Sydney areas.
Sydney is growing, with its population set to increase by another million people over the next 10 years. That’s why the NSW Government is delivering major projects to reduce traffic congestion and improve public transport to and from locations within Sydney CBD.
Challenge: The primary challenge was to illustrate a simple and effective way of presenting current transport projects that were within Sydney that may affect travel times regardless of mode or disrupt local businesses operating hours.
Solution: After interviewing multiple stakeholders we designed a friendly user interactive map that would show the exact locations and affected modes, lines and regions of each construction project for both My Sydney CBD and greater Sydney. Our interactive map allowed customers to find information much faster with clarity and reduced bounce rates by 35%.
Website: Tomorrows Sydney
Jobs around the corner
Jobs in your local area.
Contribution: Research, Engagement, Program Development, Concepts, IA, User Experience, Visual Design, Production Management, Content Creation and Stakeholder Management.
Client: Jobs around the corner is a brand that provides hiring services in real-time within the hospitality industry.
The brand focuses on solving the real-world problems of finding in demand staff within short timeframes for casual jobs in the marketplace such as baristas, bar staff, labourers and more.
Challenge: Challenge was to identify simplify the hiring process for employers, whilst minimising the amount of data that was represented for job seekers resumes. On the other end was to improve the experience for job seekers and allow them to automatically be presented to the right employer without having to fill out applications continuously.
Solution: After weeks of research and understanding within the marketplace, we produced a user experience that allowed employers to quickly specify their requirements without making the process complicated, whilst allowing job seekers to be presented jobs in real-time and apply on their own accord.
URiT
Real-Time Job Aggregator.
Contribution: Research, Concepts, IA, User Experience, Production Management, Content Creation and Stakeholder Management.
Client: URiT is a cloud and mobile based recruitment / talent acquisition platform that enables employers to seek candidates by skill set, location, preferences and more.
The brand allows employers and recruiters to find candidates who are available on the market place within seconds and shows their relevance score based on a complex algorithm.
Challenge: My primary role was to create a simplified information architecture and user experience for both cloud and mobile products.
Solution: We produced a simple product from a user experience perspective that enabled job seekers to have their own dashboard and profiles set up once and would present jobs in real-time without having to search the Internet.
Discoveree
Where jobs find you.
Contribution: Research, Program Development, Concepts, IA, User Experience, Visual Design, Production Management, Content Creation and Stakeholder Management.
Client: Discoveree is a unique mobile application that enables employers to quickly find job seekers within the marketplace that match not only required skill sets but also social skills and status.
The application is best known for jobs within Hospitality and Customer Service industries.
Challenge: My primary role was to improve the user experience for the mobile application from being skills focused to socially focused, whilst keeping professional and effective in finding new talent within the marketplace.
Solution: We designed a stunning, fun and simple employment app that enables job seekers to communicate, be informed about job applications in real-time and also share jobs on the web socially, whilst being rewarded for their efforts to increase their chances of finding a new job via a loyalty program.