Sandie Lewis

Sandie Lewis

Work History

Work History
Mar 2010 - Present

Online Channel Manager

Sunsuper

Key responsibilities:   

•    Manage a team of online specialists responsible for Sunsuper's corporate website, secure web applications and email direct marketing campaigns

•    Product management of the Sunsuper website and related product backlog, under an Agile development framework

•    Interface and interaction design, prototyping and usability testing of Sunsuper corporate web site and secure web applications

•    Development, delivery and management of Sunsuper's online channel strategy

•    Coaching and mentoring team members in user experience design, including interface and interaction design, prototyping, usability testing and strategy development

Key achievements: 

•    Deployment of new corporate website under newly implemented Agile framework, including the insourcing of all design and development

•    Development of an online strategy, setting the vision for Sunsuper's online presence for the next 12-24 months

•    Redesign of online member joining system

•  Interface design, interaction design and usability testing for redesign of Member Online and Employer Online systems

•    Development of corporate interface guidelines, incorporating online style guide, user experience design library and interaction pattern library to guide development and delivery of online interfaces

Nov 2009 - Feb 2010

Senior Consultant

Peak Usability

Key responsibilities:           

  • User experience design consulting, including business and user research, usability testing, requirements gathering, expert/heuristic review information architecture development, information architecture testing, wire-framing, prototyping, interaction design and interface design
  • Usability testing and reporting
  • Project scoping and definition
  • Project management
  • Sales proposals - research approach and budget
  • Mentoring
  • Subject matter expert

Key achievements:

  • User experience testing, information architecture design and testing for Queensland Government whole of government website
  • Flight Centre information architecture testing and redesign
  • Tourism Queensland user experience testing, redesign of home page and "Destination pages and project management (current project)

Clients:

  • Smart Service Queensland
  • Tourism Queensland
  • Flight Centre
Jan 2008 - Sep 2009

Principal Consultant - User Experience Design

Bullseye

Key responsibilities: 

  • User experience design consulting, including user research, requirements gathering, expert/heuristic review information architecture development, interaction design and interface design relating to internet sites, intranets and web applications
  • Usability testing and reporting
  • Project scoping and definition
  • Sales proposals - research approach and budget
  • Mentoring
  • Subject matter expert

Key achievements:

  • Project managed the redesign of the Queensland Office of State Revenue website
  • Lead the research activities and authored the requirements and recommendations report for the redesign of the Queensland Office of State Revenue website
  • Redesigned the information architecture for the Queensland Office of State Revenue website based on user research
  • Prototype testing for the redeveloped Queensland Office of State Revenue website
  • Lead the research activities and subsequent research report into user perceptions and motivations in relation to transacting online with Queensland Government, for Smart Service Queensland
  • Lead the research activities and user needs analysis report for the Australian Sports Commission intranet
  • Developed the information architecture for the upcoming TravelSmart internet and extranet site

Clients

  • Traveltrain holidays - Information Architecture, wireframes
  • Australian University Sports - user research, conceptual modelling, recommendations
  • Smart Service Queensland - user research
  • Queensland Office of State Revenue -  stakeholder interviews, user research, recommendations and requirements, prototype creation and testing, project management
  • Queensland Department of Housing - stakeholder interviews, information architecture
  • Australian Sports Commission - stakeholder workshop, intranet user needs analysis, user profiles, recommendations and requirements
  • TravelSmart - Internet and Extranet Information Architecture, interaction design, wireframes
  • Greater Building Society - industry research, competitive analysis, user profiles, wireframes, interaction design, interface design
  • IAG Corporate Office intranet - Information Architecture testing
  • IAG Direct Insurance intranet - User personas, Card sorting, Information Architecture design, Information Architecture testing
  • Energex - Research modelling, stakeholder interviews and workshop, user focus groups, online survey, user and business requirements, card sorting, Information Architecture design, Information Architecture testing, wireframing, prototype development and testing
Aug 2006 - Jan 2008

Online Customer Experience Specialist

Suncorp

Key responsibilities:   

  • Interface and interaction design for the GIO online insurance quoting application
  • Key liaison between the business units and the GIO development team
  • Usability and user experience review and advice to internal business units in relation to the Suncorp internet, intranet and extranet and the GIO internet site
  • Usability testing and reporting for Suncorp intranet, internet and GIO web applications
  • Wireframes, screen mock-ups and interactive prototypes for the Suncorp internet, intranet and extranet and the GIO internet site

Key achievements:

  • Achievement of increased conversion rates for the GIO online quoting application through improvements to the usability and user experience of the system
  • Design of the Suncorp extranet for insurance and home loan brokers
  • Redesign and development of the Suncorp internet site, including usability testing
  • Implemented a web analytics package (HBX Analytics) in order to assist in better understanding user behaviour
Jan 2006 - Aug 2006

Web Analyst

Smart Service Queensland/Department of Premier and Cabinet

Key responsibilities:   

  • Web analytics for the Smart Service Queensland websites (www.qld.gov.au, www.smartservice.qld.gov.au, www.generate.qld.gov.au) and associated online transactions
  • Web analytics for the Department of Premier and Cabinet websites (www.premiers.qld.gov.au, www.thepremier.qld.gov.au, www.smartstate.qld.gov.au, www.coordinatorgeneral.qld.gov.au)
  • Recommendations for site improvements based on analysis of web metrics
  • Tracking of response rates to outbound email campaigns for the Generate youth website and Department of Premier and Cabinet websites

Key achievements:

  • Training and mentoring of communications specialists in writing for the web in order to improve the quality of content on DPC sites
  • Implementation of analytics code into the Smart Service Queensland transactional website
  • Implementation of analytics code into outbound email campaigns for Smart Service Queensland and Department of Premier and Cabinet
  • Implementation of analytics code into multimedia CD-ROMs used by the Queensland Premier in overseas recruitment drive
Sep 2005 - Jan 2006

Online Customer Research Officer (Acting)

Brisbane City Council

Key responsibilities:    •    Web analytics for the Brisbane City Council website and associated online transactionsKey achievements:•    Development of a database to track content requests from the internal business units and to facilitate reporting on team KPIs

Nov 2004 - Sep 2005

Business Improvement Officer (Acting)

Brisbane City Council

Key responsibilities:    •    Analyse current business processes and recommend improvements to both process and technology •    Develop business cases to support proposed business improvement initiatives•    Present business cases and project outcomes to executive steering committees for budget approval Key achievements:•    Implementation of organisation-wide, voice activated telephone directory system for internal telephone calls

Jun 2003 - Nov 2004

Project Officer, Customer Service Program

Brisbane City Council

Key responsibilities:    •    Input into development of Council’s customer service strategy, including development of measurable strategic targets•    Project support for Council’s customer service strategy and associated activities•    Reporting, tracking and analysis of KPI results  •    Reporting, tracking and analysis of key requests for service, processed on behalf of internal business units•    Responsible for organisational budget for translation of documents and online content Key achievements:•    Development of an intranet site for staff of the Customer Service branch •    Development and implementation of a booking and tracking system for organisation-wide customer service training courses•    Management of project to translate key content for publication on the Brisbane City Council website

Education

Education
2006 - Present

Digital Innovation

Central Queensland University

The Bachelor of Digital Innovation provides a combination of creative and technical knowledge focused on innovation, necessary for digital developers, creators, evaluators, researchers and producers.

Computer mediated communication is relevant in most aspects of public and private contemporary life. The convergence of mediums and technologies means that business and entertainment that used to be conducted and enjoyed using dedicated devices and environments now use some combination of computer and software.

Increasingly these digital devices are getting smaller, more mobile, more interlinked and more ubiquitous.

Equipping students with the knowledge and skills to be able to meet the challenges involved in the design and production of interfaces and content for the next and future generations of these devices and their software is what the Bachelor of Digital Innovation is all about.

Skills

Skills

Project management

Project planning and set-up Requirements gathering Stakeholder management Team management Project monitoring Project evaluation  

Business improvement

Review of systems, processes and policies Process and workflow analysis Investigation and analysis of improvement opportunities Business case development Implementation of process improvement strategies    

Web metrics analysis

Data analysis Campaign setup , tracking and analysis Website visitor behavior analysis Conversion rate tracking and analysis A/B split testing Recommendations for continuous improvement  

Usability/User-centred design/User experience

Usability testing Heuristic review Stakeholder interviews User depth interviews Focus group facilitation Affinity diagramming Contextual inquiries Requirements workshops Competitor analysis Personas/user profiles User task and goal analysis Prototyping - low to high fidelity Wire framing Interface design Card sorting - online, face to face Information architecture Survey design Design patterns Online content writing  

Certifications

Certifications
2006 - Present

Usability Professional

Usability Professionals Association
2008 - Present

Member

Information Architecture Institute
2006 - Present

Member

Interaction Design Association
2009 - Present

Member

ACM SIGCHI