Portfolio
SIMPLY ENERGY
Website & Checkout Experience
Led a team of designers, developers and copywriters to create a new way to compare plans and sign up. Defined the creative direction and provided a strong and unique competitive differentiation. Created with close collaboration with end users and internal stakeholders. Resulted in 145% increase in users starting the checkout experience, and a 70% increase in users signing up over a two year period.
VICTORIAN MANAGED INSURANCE AUTHORITY
Digital Transformation
Led a digital transformation project for the digital and communications team to align senior stakeholders and teams on organisational wide changes to improve the customer experience with a five year digital transformation plan.
VICTORIA GOVERNMENT
Agile Training for Department of Environment Land Water & Planning Design Team
Delivered a two month training program to introduce a new project delivery methodology to improve project velocity, team happiness and stakeholder management. This involved training a team of 30 cross functional team members at DELWP on agile project delivery during the remote work transition in early 2020.
VISION AUSTRALIA
National Disability Insurance Scheme (NDIS) Research
Conducted user research to identify challenges and opportunities in NDIS program creation and claiming. Developing experience maps and organisational strategies. Resulting in improved experience for how people who are blind or low vision can access NDIS funding through Vision Australia.
BUPA
Service Design Aged Care
Bupa was facing a challenging time in the Aged Care sector, and wanted to uncover what they could do to improve the experience to people entering aged care and their families. For this project I simultaneously led the research while training the Bupa team to build internal capability to run future ones independently. Consisting of current state service mapping, user interviews, and experience maps that identified the areas to improve and what to start with.
VISION AUSTRALIA
Digital Strategy
Worked with the leadership team to identify the current gaps and opportunities in the use of digital to achieve business goals. Created a business wide digital strategy to support the organisation's transition into a newly competitive landscape with the introduction of the National Disability Insurance Scheme (NDIS).
BUPA
Service Design Corporate Insurance
Led research project to identify how Bupa can optimise their service to corporate customers (universities, large enterprise, and small business).
MELBOURNE AIRPORT
Website Scope Identification & Stakeholder Alignment
Conducted organisation wide research to identify internal requirements. Created website scope with multiple cross functional teams. Led internal stakeholder alignment activities.
OZCHILD
Recruitment Campaign
Improved the lead capture experience. Enabling prospects to interact at whatever level they felt comfortable, from general enquiries and requesting information packs through to quick consultation and application forms. This resulted in better qualified candidates for OzChild.
SLEEPING DUCK
Marketing & E-Commerce
Defined the company’s business and brand goals, and built the growth plan to achieve them across Australian and UK markets. Transformed organisation and introduced new resources, agencies, capabilities, and processes. Defined ROI goals & success metrics
VICROADS
Content Strategy
Developed content strategy and content distribution and engagement plans across metropolitan and regional VicRoads communication channels.
NATIONAL AUSTRALIA BANK (NAB)
Digital Marketing
Led the strategy on digital campaigns and key conversion landing pages across credit cards and small business banking.
TELSTRA
Website Strategy
Led the discovery and stakeholder engagement activities for the redesign of the Telstra careers website.
YARRA TRAMS
Social Strategy
Defined Yarra Tram's social strategy across Facebook, Twitter and LinkedIn.
AUSTRALIAN ENERGY MARKET OPERATOR
Website Strategy & Design
Led a website strategy to enable a direct to consumer voice for AEMO.
VENTIA
Digital Strategy
Ongoing website optimisations and reporting.
MELBOURNE WATER
Communications Strategy
Created the internal and external communications strategy and guidebook for Melbourne Water.
Website & Checkout Experience
Led a team of designers, developers and copywriters to create a new way to compare plans and sign up. Defined the creative direction and provided a strong and unique competitive differentiation. Created with close collaboration with end users and internal stakeholders. Resulted in 145% increase in users starting the checkout experience, and a 70% increase in users signing up over a two year period.
VICTORIAN MANAGED INSURANCE AUTHORITY
Digital Transformation
Led a digital transformation project for the digital and communications team to align senior stakeholders and teams on organisational wide changes to improve the customer experience with a five year digital transformation plan.
VICTORIA GOVERNMENT
Agile Training for Department of Environment Land Water & Planning Design Team
Delivered a two month training program to introduce a new project delivery methodology to improve project velocity, team happiness and stakeholder management. This involved training a team of 30 cross functional team members at DELWP on agile project delivery during the remote work transition in early 2020.
VISION AUSTRALIA
National Disability Insurance Scheme (NDIS) Research
Conducted user research to identify challenges and opportunities in NDIS program creation and claiming. Developing experience maps and organisational strategies. Resulting in improved experience for how people who are blind or low vision can access NDIS funding through Vision Australia.
BUPA
Service Design Aged Care
Bupa was facing a challenging time in the Aged Care sector, and wanted to uncover what they could do to improve the experience to people entering aged care and their families. For this project I simultaneously led the research while training the Bupa team to build internal capability to run future ones independently. Consisting of current state service mapping, user interviews, and experience maps that identified the areas to improve and what to start with.
VISION AUSTRALIA
Digital Strategy
Worked with the leadership team to identify the current gaps and opportunities in the use of digital to achieve business goals. Created a business wide digital strategy to support the organisation's transition into a newly competitive landscape with the introduction of the National Disability Insurance Scheme (NDIS).
BUPA
Service Design Corporate Insurance
Led research project to identify how Bupa can optimise their service to corporate customers (universities, large enterprise, and small business).
MELBOURNE AIRPORT
Website Scope Identification & Stakeholder Alignment
Conducted organisation wide research to identify internal requirements. Created website scope with multiple cross functional teams. Led internal stakeholder alignment activities.
OZCHILD
Recruitment Campaign
Improved the lead capture experience. Enabling prospects to interact at whatever level they felt comfortable, from general enquiries and requesting information packs through to quick consultation and application forms. This resulted in better qualified candidates for OzChild.
SLEEPING DUCK
Marketing & E-Commerce
Defined the company’s business and brand goals, and built the growth plan to achieve them across Australian and UK markets. Transformed organisation and introduced new resources, agencies, capabilities, and processes. Defined ROI goals & success metrics
VICROADS
Content Strategy
Developed content strategy and content distribution and engagement plans across metropolitan and regional VicRoads communication channels.
NATIONAL AUSTRALIA BANK (NAB)
Digital Marketing
Led the strategy on digital campaigns and key conversion landing pages across credit cards and small business banking.
TELSTRA
Website Strategy
Led the discovery and stakeholder engagement activities for the redesign of the Telstra careers website.
YARRA TRAMS
Social Strategy
Defined Yarra Tram's social strategy across Facebook, Twitter and LinkedIn.
AUSTRALIAN ENERGY MARKET OPERATOR
Website Strategy & Design
Led a website strategy to enable a direct to consumer voice for AEMO.
VENTIA
Digital Strategy
Ongoing website optimisations and reporting.
MELBOURNE WATER
Communications Strategy
Created the internal and external communications strategy and guidebook for Melbourne Water.