Experience

Senior Service Designer

APA Group | July 2024 – January 2025

Role focused on service design, supporting APA technology teams and business divisions in restructuring their ways of working, focused on a customer-first approach across processes and teams.

RESPONSIBILITIES:

Enable cross functional teams to redesign responsibilities, tasks and workflows through workshop facilitation
Documenting workshop outcomes through user flows, journey maps and blueprints.

ACHIEVEMENT:

Planned and facilitated four online service blueprint workshops with 15-20 members from the Incident Management Team to review the Crowdstrike Incident, identifying improvement opportunities for funding or tactical improvements e.g. the installation of a 1800 number to reduce response times of critical incidents from hours to minutes

Senior Service | UX Designer

APA Group | November 2023 – June 2024

Worked on a variety of projects ranging from 4 to 12 weeks depending on the business problem.

RESPONSIBILITIES:

Developed and deployed an internal Power App (for both desktop and mobile) for the Health, Safety, Environment, and Heritage division. This solution enabled supervisors and technicians in the field to access 'Safety Controls' offline, enhancing efficiency by eliminating the need to download and print SharePoint files in the office before visiting a site

Collaborated with PwC (Consultant), and the Operations Team from the Dugald River Solar Farm to develop a dashboard that leveraged a digital twin to extract actionable insights, giving the team visibility on predictive maintenance and improved energy generation forecasting
Collaborated with the Service Delivery team to develop a ServiceNow dashboard that enabled the identification of blockers within the Service Desk, thereby reducing response times from several weeks to the official SLA of seven days.

ACHIEVEMENT:

Part of a small team that developed the foundation for an internal AI chatbot (Visitor Assistant – InsightTeams) for the Strategy and Market Analysis Team. As a result of this project I completed MIT xPRO’s Designing and Building AI Products and Services to enhance expertise in emerging AI technologies.

Head of User Experience

Neara | July 2022 - August 2023

Head hunted to this position due to my experience with technical platforms at Honeywell. This was a very hands on role witch elevated the user experience of Neara’s enterprise SaaS platform and embedded UX practices organisation-wide.

RESPONSIBILITIES:

Enabled non-technical people to use the platform to extract business insights
Worked with Customer Success Managers to identify areas in the platform suitable for self-serve initiatives. This resulted in a customer portal where customers could log in to execute a task without assistance from the Customer Success Managers.
Coached the founders and developers on the value of User-centered design (UCD) methodologies through user metrics and user feedback
Devised and presented a 1 - 3 year UX strategy for Neara to the company at the yearly off-site; 35+ attendees.

ACHIEVEMENT:

Devised and rolled out a self-serve portal enabling the business to generate passive income allowing a more targeted and disciplined approach to strategic roadmap features.

User Experience Lead

Honeywell | August 2021 - June 2022

Head hunted from Service NSW due to previous work at Honeywell. This was as result of being personally Awarded the prestigious Honeywell Gold Award.Achievement:

As a result of the below features, the Honeywell Corrections Team exceeded critical project milestones.

RESPONSIBILITIES:

Engaged with Trans-Tasman prison facilities, working closely with Sales and Marketing, Solution Architects and onsite engineers to design the user experience for six critical new features, enabling the Honeywell Correctional Facility team to deliver on government tenders won through successful bids between 2020 and 2121. Devised and worked closely with developer teams in Sydney and Bangalore to deliver the following features:

Allowed a Prison Operator to follow a person of interest via CCTV and interactive map, stopping gang violence and drug trafficking
Allowed a Prison Operator to control objects like doors and intercoms in a prison facility remotely, thus managing the flow of authorised people to different blocks of a prison facility, to reduce violent incidents to inmates, staff and the public. Furthermore, higher staff retention rate at Prisons with low violence ratings.
Improved Prison Officer safety and reduced hostage situations by introducing mobile duress alarm into the platform, enabling incident responders to respond under 8sec to a ‘man down' alarm
Streamlined the Incident Response process for emergency teams and operators by incorporating operational alarm codes into the incident management platform, e.g. code blue for a medical emergency, allowing operators and response teams to stay in sync until incident resolution.

ACHIEVEMENT:

Designed and worked with developer teams to implement an ‘edit mode’ feature into the Command and Control Suite product. This enabled on-site maintenance technicians at correctional facilities to configure software as needed, leading to significantly reduced maintenance timelines from an average of 3 months to a day

Redesigned the manual workflow of conducting internal criminal investigations within a correctional facility, allowing Investigation Officers to automate and digitise the workflow. This reduced the process from two weeks to an estimated eight hours

Senior Product Designer

Service NSW for Business | August 2020 - July 2021

Worked on a variety of initiatives, including Business Grants and JobSaver, which supported small businesses across NSW during the Covid epidemic.

RESPONSIBILITIES:

Partnered with various government agencies to integrate new features into the Service NSW mobile app and business website e.g. NSW Health resolved the claims strategy for a specialised medication process
Devised and designed a claims rebate process, allowing small businesses to reduce the cost of running a business by claiming a ‘$1500 rebate’ on government fees and charges
Devised and designed the 'Stay NSW voucher scheme’ feature, incentivising consumers to stay in Sydney CBD where occupancy were as low as 34 per cent, allowing accommodation providers to survive the COVID lockdown period.

ACHIEVEMENT:

Assigned to a high-performance team working on the Minister of Customer Service and Digital Government ‘Lighthouse’ projects. The team focused on responding to the Minister’s press statements and media releases and delivering features with continuous delivery focus e.g., ‘NSW Government Business Grants and JobSaver’.

User Experience Designer

Honeywell | February 2017 - June 2020

Lead Designer assigned to the Honeywell Enterprise Building Integration (EBI) and Command and Control Suite (CCS) platforms, designed for critical functions in Building Management Systems (BMS) and Physical Security Information Management (PSIM) systems.

RESPONSIBILITIES:

Lead Designer assigned to the EBI and CCS platforms, supporting developer teams on a continuous delivery roadmap
Assisted sales and marketing teams with targeted prototypes and play books showcasing unshipped features
Facilitated prepared, devised, presented workshops at the annual Pacific Honeywell User Group (HUG)

ACHIEVEMENT:

Personally awarded the Honeywell Gold Award for a Proof of Concept launched at the Honeywell Business Systems, Americas (HBS), Honeywell User Group (HUG)

The Honeywell Software Center and Honeywell User Experience teams stretched well out of their comfort zone to create our new EBI R600 and DVM R700 demonstration package just in time for HBS Americas HUG. This included the new Airport and Hospital vertical demos that absolutely amazed our customers at HUG. The customer dwell time at the Airport and Hospital demonstrations stretched from the normal 10 to 15 minute range to 60 to 120 minutes.

User Experience Designer

NBNco | January 2016 - January 2017

As part of a design team of four assigned to the digital platform, I was involved in Atlas Wayfinder and Atlas Operate, native mobile and tablet apps for iOS and Android, created for NBNco technicians and contractors. The apps facilitated the completion of Maximo work orders, and enabled direct communication with the NBNco control centre (NOC) to support real-time troubleshooting.

RESPONSIBILITIES:

Supported a product team to deliver new features targeted for roll out on Brownfield / Greenfield sites
Attended truck rolls with teams in the field, enabling fast user feedback to product teams

ACHIEVEMENT:

Designed and led a ‘Body Storm’ workshop, illustrating A Day in the Life of a Field Technician for the extended UX team, BAs, and PMs. Following the success of this workshop, facilitated three additional workshops with 20 people per session, across the digital platform.

Download my CV

Linked-IN

Key Skills | Strengths

Technical skills

Education

BA (BK) Information Design

University of Pretoria, South Africa

ICA40305 Certificate IV in Information Technology (website design)

TAFE, Sydney

Courses & Certification

Maven

Strategic Design Career Accelerator

MIT xPRO program

Designing and Building AI Products

N/N Group

Credential ID 1035313

General Assembly Sydney

User Experience Immersive (UXDI)