Research
Case studies from Woolworths, Vodafone and Fox Sports, covering account access, service design, live sport and campaign journeys.
Explore the journey maps, prototypes and design decisions behind the work.
Vodafone · Service design
Vodafone’s move into fixed-line broadband affected the website, stores, sales and customer care. I worked with a UX and UI team to map those journeys, prioritise the work and develop the NBN plan-page experience.
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Fox Sports · Product design
Live streaming needed to fit alongside scores, stories and the existing sports experience. I mapped the affected journeys, facilitated stakeholder sketching and tested a prototype with eight internal participants before the project was deprioritised.
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WooliesX · UX research and service design
Customers expected Woolworths and Rewards to share an account, but the services behaved separately. I worked across research, scenario mapping and design to address immediate login problems and shape a broader single sign-on experience.
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Woolworths Mobile · UX research
A request to improve promotional plan displays uncovered problems across the purchase journey. Interviews, usability testing and analytics helped expand the brief, shape a redesigned experience and evaluate a prototype before launch.
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Woolworths Mobile · Campaign design
A two-week launch window and an existing CMS shaped the Galaxy S8 campaign page. I worked with marketing, content and UI design to make the offer clear and connect both devices to the purchase journey.
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Vodafone · Campaign design
A Vodafone and Qantas partnership needed to serve new and existing customers across several entry points. I co-led the design work with another designer within a four-week window covering design, development and QA.
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Kaos · Exploratory research
An early product exploration examined how models and photographers find work and assess the people they might work with. Research themes, feature comparisons and journey mapping helped frame the questions a new service would need to answer.
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ubank · UX research and product design
New financial-crime requirements triggered a complete rebuild of ubank signup. I led the research and redesign needed to add around twenty mandatory questions without reducing completion or customer trust.
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ubank · UX research and product design
New financial-crime requirements triggered a complete rebuild of ubank signup. I led the research and redesign needed to add around twenty mandatory questions without reducing completion or customer trust.
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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.
Test the proposed experience, describe the limits of the findings and plan how to measure the result after release.
I’m interested in roles spanning product design, research and development. Get in touch to discuss the work or an opportunity with your team.
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