Research
Before I design or build anything, I try to understand the real problem. Here is how I work, in my own case studies.
UX Research & Usability Testing
A brief to “show promotions better” became a research-led redesign. Six user interviews, usability testing and three rounds of prototype testing that reached 100% task completion.
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UX Research & Service Design
Two accounts customers thought were one, driving thousands of support calls a week. The research, alignment and validation behind a single sign-on for Woolworths and Rewards.
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Approach
A mix of methods, chosen to fit the question
Interviews, contextual inquiry and diary studies to learn what people really care about.
Moderated and unmoderated usability testing, heuristic analysis and task-based studies.
Journey maps, scenario maps and information architecture that reflect real mental models.
Affinity mapping and analytics triangulation to turn raw feedback into decisions.
Bringing stakeholders into the research so the roadmap is built on evidence.
Iterative prototype testing, so what ships is what testing showed works.
Background
A few other projects I’ve led or contributed research to. Happy to walk through any of these in detail.
Fox Sports
Current-state analysis, IA documentation, stakeholder sketching and prototype usability testing to add live streaming to Fox League and Fox Footy.
Woolworths Mobile
Market research and stakeholder interviews under a two-week deadline for a campaign landing page that hit its one-month sales target in hours.
Vodafone
Persona and touch-point mapping, effort/value prioritisation and journey design to bring fixed-line broadband into Vodafone’s product offering.
Vodafone
Journey definition and high-fidelity design across five customer entry points, delivered end-to-end in a four-week campaign window.
Whether it’s discovery, usability testing, or making sense of a messy problem, I can help you find the real question before committing to an answer.
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