Case Studies

Macquarie University - Sydney

The Recognition of Prior Learning (RPL) and Scholarships project.

UX discovery with stakeholders, applying research conducted by KMPG. Working with KMPG staff in squads/ agile to deliver website and portal design built in Sales Force using the Lightening Design System and MQ GEM design system. Aligning with solution design while co-creating with SME's to uplift student and staff experiences.

• Salesforce platform (portals) using SLDS v01
• Lead gen estimate tool for recognition of prior credit
• Lead UX/UI project work on Recognition of Prior Learning
• Figma prototype(s) & Axure prototypes for user-testing
• User journey work from website journeys through to portals
• Figma UI hi-fidelity for code ready
• Below is a status update playback for the first showcase of the project.

Aleph Labs agency - Westpac, Sydney

During this project customer behavioural traits were aligned and expanded upon as part of the operating behavioural segmentation, which was informed by the Westpac Team. The channels included in-branch, online, through the app (using gamification and nudges), and over the phone. 

• Platforms underpinning this work can be view here in the comms strategy design using Sales force and Adobe. 
• The front end UX and design for gamification/health check of KYC data hygiene for customer input. Service Design Led UX for fail pathways. 
• The team ideated to convert as many customers as possible to be KYC/AML compliant. The success factors across the Customer Journey Phases identified as Aware, Engaged, Committed, and At Risk / Exit.  
• A Comms matrix, across behavioural segments, was used to show the reusability of Comms, and how they might differ dependent on use cases. 
• During the roadmap session for in-branch customer experience the following overarching milestones were captured: Self-Service using IDV, with the goals of “get” Amber, and “get” to Green. 
• Ultimately the Branch experiences the team mapped were Digitally focused (Self-Service) for less foot traffic in-branch. Additionally, the team deep-dived into common branch service requests (Withdrawals) to identify opportunities to prompt staff and customers toward desirable outcomes. 
• To accomplish the recommendations: mock-ups, prototypes, and flow diagrams/Information architecture (UX) representing all  systems/process uplift to influence behaviour were created to manage the strategy toward compliant KYC data across Westpac's customer accounts. 
• All co-creation and mapping were created in Miro and Axure.

Bio agency London - client Vodafone New Zealand

The project started with the discovery phase to work through all documentation across channel for the Broadband service with a focus on Fibre as a product. 

• The discovery phase was documented using Miro and Confluence to create a library. 
• The next phase was to map the current state of front and back of house experiences, software, platforms, and channels. 
• The current state mapping led to creating research for internal interviews with staff and in-branch teams. 
• Call centre research to map the triaging of customer calls to better understand where the pain points were in the journey. 
• Research qualitative sessions with customers who were long term, short term or churn customers to better understand service design gaps within Broadband customers. 
• These phases helped to map current systems and reveal unknown areas of systems and service. To identify the opportunities for the CX/UX teams internally at Vodafone to create a roadmap of initiatives to help improve customer experience, and lower churn rates of customers. 
• The project workshops, research interviews and mapping were conducted in Miro, and using reporting, video reels and other artefacts to help define the over all project. 
• A large service design blue print was created that incorporated large data research supplied via the vendor Mckinsey. 
• Episodic service design maps were created also to dive deeper into details across the customer phases. Please view the Miro slides below for an overview of this project.

HCL Technology, TOLL Group, Melbourne 

  Taking a holistic design approach to micro function UX and development in an Agile environment.

• Running workshops on requirement gathering, design thinking and story writing.
• Creating user journeys, mind maps and workshop reporting to capture findings between current and future states. 
• Working closely with client and BA’s post workshops to flesh out granular stories and acceptance criteria for UX and development output. Responsive and adaptive solutions.
• Creating agile Axure prototypes combined with stories for an Agile development delivery process.
• Client review cycles and stakeholder management: Taking the client through the journey of design thinking processes and enlisting their engagement to iterate solution output.
• Toll Dashboard experience for customer shipment management.
• All Axure interactions were component level protos and not full prototypes for support of agile onshore/offshore development needs.
  Axure basic proto >
• Other capabilities:
• Strong involvement in the implementation of the Digital Strategy.
• Strong familiarity with the digital environment using Agile.
• Ability to analyse functional and non-functional requirements and translate them into briefing process for developers and UX designers.
  
   

User-testing, UX expert reviews, competitor analysis and research across Education, Fintech, Telco, HR, Agriculture, Government and Software. Using an array of standard techniques and metric scales. More examples of proof of concept and user-testing here >