Portfolio

News Corp Service Design

Service Design Digital Experience

Led the design of a new digital business platform, creating the first Service Design Blueprint and establishing customer testing programs.

Key Achievements

  • Created and facilitated collaborative workshops to develop the first Service Design Blueprint
  • Established and launched a customer testing program for continuous experience improvement
  • Led the development of a shared understanding glossary for customer-centric language
  • Contributed to the design and development of a new digital business platform

Impact

  • Improved alignment across teams through standardized customer-centric language
  • Enhanced decision-making through data-driven customer testing insights
  • Streamlined service delivery through comprehensive blueprint implementation

Note: All discussions maintain strict professional confidentiality. No commercially sensitive information will be shared.

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TAFE NSW Experience Blueprint

Experience Design Education

Created TAFE NSW's first end-to-end Experience Blueprint, working with over 100 stakeholders to transform the customer journey.

Key Achievements

  • Developed comprehensive customer journey maps
  • Created detailed service blueprints
  • Established customer needs framework
  • Led stakeholder engagement workshops

Note: All discussions maintain strict professional confidentiality. No commercially sensitive information will be shared.

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TAL Life Digital Transformation

Innovation Digital Experience

Led the transformation of digital offerings from portal to platforms, implementing a multi-horizon approach to improve customer engagement.

Project Impact

  • Successfully transformed digital service delivery
  • Improved customer self-service capabilities
  • Enhanced partner engagement and satisfaction
  • Implemented test-and-learn approach for continuous improvement

Note: All discussions maintain strict professional confidentiality. No commercially sensitive information will be shared.

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Claims Digital Experience

Digital Experience Insurance

Designed and delivered a new claims digital experience enabling self-service model benefits and improved customer outcomes.

Key Achievements

  • Created a new digital claims experience enabling customer self-service
  • Developed a multi-horizon implementation approach for staged rollout
  • Established customer testing program for continuous improvement

Impact

  • Streamlined claims processing through digital self-service capabilities
  • Enhanced customer experience through simplified digital interactions

Note: All discussions maintain strict professional confidentiality. No commercially sensitive information will be shared.

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Innovation Leadership

As an innovation leader, I've consistently driven organizational change and improvement through:

Methodologies

  • Design Thinking
  • Human-Centered Design
  • Agile Development
  • Lean Startup

Outcomes

  • Improved Customer Satisfaction
  • Operational Efficiency
  • Digital Transformation
  • Cultural Change

Let's Discuss Your Project

I'm always excited to hear about new challenges and opportunities in customer experience and innovation. Book a call to discuss how we can work together.

All discussions are conducted with the utmost professionalism and respect for confidentiality.

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