Service design- banking
Westpac - Aleph Labs Agency Melbourne
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. The primary tools for executing the marketing strategy were (CRM) Salesforce and Adobe Manager.
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.
user testing- Education
Macquarie University - Sydney
Using the Askable platform to objectively user test Macquarie University's projects. The team at Mac Uni needed to understand if the new homepage design and explore study areas of their website met user's needs compared to older versions. During testing small nuances of design changes were revealed, as well as deeper insights into solution design that could cater to students UX that would set Mac Uni apart from other University website experiences. The user testing unlocked value on a research level, as the sample sizes were decent at n=12 per project. These sessions allowed the UX team to not only fix issues, but also enhance the experience as adapative design projects, that go beyond CMS platform responsive design.
Service design- vodafone new zealand
Vodafone New Zealand - Bio Agency - London
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. The next phase was call centre research to map the triaging of customer calls to better understand where the pain points were in the journey. The following phase was to talk to customers direct who were long term, short term or churn 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.
Research and data website design
Bureau of Health Innovation - Agency: Deepend - Sydney
Reporting Hospital data across NSW for healthcare professionals and industry.)
Research + Workshops + UX Wires + UT of solution design + Report
Conducted internal workshops with the business to: Map personas of their customers. Gathering requirements from extended teams in terms of pain points and goals, as well as understanding the complexity of the data framework used by data scientist teams.
Conducted Customer research with patients, healthcare journos, doctors, data scientists, and those who run or work in hospitals and require the latest hospital data.
Artefact creation from this research: customer journey maps and research report.
Map data paths for user segmentation, so that the new improved data site served filtered data mapped from basic to super user (data science level users).
The above activities helped to inform the Hi-fidelity UX used as part of research to test as stimulus against the customer segments of BHI to validate solution design. Iterating and finessing this work as the research/test phase continued for a rapid re-test process to maximise the shorter timeline.
Design thinking - Agriculture Tech
Elders - Tech consultancy: HCL - Sydney/India
Experience design consulting with HCL.
Elders hybrid farmer app – data syncing – Gplay/Itunes stores.
Design thinking workshops with the client team in Adelaide– creating workshop methods to unlock value with Elders internal teams, SMEs and Scientists in Agriculture.
The workshop uncovered the need for a free app that could also be paid for if the user wishes to utilise data that would sync from small weather machine product that Elder's supplies to Enterprise Farming.
Elders Smart Farmers Decision app is to support and serve Elder’s client base of property owners and their staff. The app’s main aim is to serve accurate data that helps property owners with the day-to-day running of their business. To improve time management and weather forecasting. Makings sure soil conditions, spray conditions and other factors of agriculture risk are factored into farming decisions. Therefore, increasing revenue through automation.
- Design thinking workshops
- Co-Design for product
- Product design reporting
- UX/UI delivery production