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Over the last 13 years in Experience design field I have had a chance to lead discovery and ideation on variety of business problems such as business banking, lending for complex business entities, government regulatory and reporting requirements, media subscriptions and major websites and apps redesigns
Smart leads.
About the project.
Smart Leads project touched on a number of customer and banker existing pain-points related to business lending.
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I led the discovery phase with a number of requirements and co-designing workshops, involving legal & compliance and tech teams at early stages.
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I helped the business shape their requirements for the project by focusing their attention on the problem statment, the pain points to be solved, the journey map and overall customer experience and risks.
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I then came up with first iteration experience and brought it for a discussion and feedback which helped to bring all the stakeholder on the same page with their views and assisted with locking MVP scope and further iterating on the experience concepts.
We ended up A/B testing three concepts and making a well informed decision on which concept to bring forward.
My role.
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Planning out XD activities on the project
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Planning and facilitating requirements, proposition and co-designing workshops including "design sprints"
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Organising and facilitating usability testing with external users
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Recruiting and screening participants for research studies
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Analysing research findings, making recommendations and presenting back to the senior business stakeholders
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Running banker interviews
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Guiding other designers
Regulatory reporting requirements.
About the project.
This project was focused on the government reporting requirements for the banks regarding large exposures and risk dependancies when lending to complex and interdependent entities.
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I started by working closely with Business Analysts to understand the requirements and regulations. I then organised and facilitated banker interviews to understand their processes when lending to business entities.
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I run a number of workshops to define and shape the solution, making sure bankers were able to provide their feedback at early stages of the ideation.
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I then recruited internal stuff members who weren't exposed to the project and run a few rounds of usability tests with them to make sure we weren't creating any pain points for the bankers.
My role.
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Organise and facilitate internal banker interviews
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Design an experience to meet new regulatory requirements
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Bring the project team and business stakeholders together by running workshops, co-designing and feedback sessions
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Organise and facilitate two rounds of usability testing
Push notifications.
About the project.
A number of projects related to in-app push notifications for security codes as well as NBAs and security messages requiring an action from a user.
I staid across those project as a principal designer guiding and giving direction to a designer assigned to the project.
My role.
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XD activities planning
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Guidance to a designer on the project
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Assistance with managing stakeholder expectations
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Assistance and guidance during meetings and presentations
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Planning out next steps
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Making sure other projects, dependancies and strategic views are being considered during discovery, ideation and design phases
Rewards & offers.
About the project.
A number of projects related to loyalty, rewards and offers space for individual as well as business rewards.
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I staid across those project as a principal designer guiding and giving direction to designers assigned to each project.
My role.
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XD activities planning
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Guidance to a designer on the project
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Assistance with managing stakeholder expectations
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Planning out next steps
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Making sure other projects, dependancies and strategic views are being considered during discovery, ideation and design phases
Mastheads redesign.
About the project.
I was a part of a number of big website redesigns of The Australian, The Daily Telegraph and The Herald Sun.
The redesign included all the pages including home and index pages, navigation, information architecture, gallery and video pages.
The business main goal was to pixel perfect ad units across the websites to make it easier to sell them as bundles. The second business goal was to unify different Mastheads templates to make it easier to maintain the websites.
The UX team took it as an opportunity to improve the user experience. We learned users pain points, constantly validated our design decisions. We made the new design work for the users, making it easier for them to find news of their interest and navigate around the websites.
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By making sure we validated and iterated during the design stage we also successfully hit our goals of improving user engagement, reducing bounce rate and increasing the time spent per session and pages visited per session.
My role.
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Understand user pain points and needs
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Come up with different layout concepts and validate them with users
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Competitor analysis
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Deliver interactive prototypes and low fidelity wireframes
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Run innovative workshops
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Work around different Mastheads requirements to come up with the best solution that suits all
Augmented reality.
About the project.
News Corp adopted the “Augmented Reality” technology and wanted to see how they could monetise it for News’ real estate products since this is where it was funded from.
I was involved in this project to help the business understand their requirements, user goals and pain points and suggested a solution that could be beneficial to the business and useful for the users.
I organized for a survey and distributed it among the real estate home buyers and investors to capture their paint points while looking for a property and to understand the existing process they go through.
Then I invited users in to watch them use the product and captured their feedback on how often and in which situations they would use it.
As a result of the research, I did recommendations to the business about how the technology might be of use to our users and what usability issues need to be fixed along the way.
My role.
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Understand current user journeys
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Understand users pain points and needs
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Usability test the solution
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Validate the market. Will it be used and how often? Who is our audience etc.
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Communicate the findings to the business and make recommendations
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Contribute to different concept ideas
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Competitor analysis
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Validate the solution with users
Newsletters sign up.
About the project.
The old newsletter subscription process was a long, complicated and somehow confusing with 100% users failing the task during a usability test.
We have redesigned and streamlined the process, validating and supporting our decisions with research during the design phase.
The final usability test showed that the new solution was easy to use and had 100% success rate for finding a newsletter, signing up to multiple newsletters from multiple topics and brands, unsubscribing and managing newsletters preferences.
My role.
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Understand usability problems of the existing solution
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Communicate the problems to the business
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Contribute to different concept ideas
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Competitor analysis
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Deliver interactive prototypes for usability tests
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Participate in workshops
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Validate the solution with users
Classifieds.
About the project.
The process of publishing classifieds on our digital and printed products was somehow over complicated and had a very high failure rate which in its turn increased calls to the classifieds call centre. That was decided to redesign the process to simplify it for users. The redesign kicked off from the funeral notices classifieds. My role was to understand the process flow of such notices, user pain points and to create a better user experience for our consumers.
I ran a set of in-lab usability tests with an old process to understand its issues and ended up with a few new concepts that were also validated and usability tested. The end solution was proved to save users the time and reduced the pressure on the call centre.
My role.
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Understand usability problems of the existing solution
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Work around system limitations
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Design a new solution
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Deliver interactive prototypes for usability tests
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Validate the solution with users