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Work experience

Mar 2010Present

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 2009Feb 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 2008Sep 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 2006Jan 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 2006Aug 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 2005Jan 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 2004Sep 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 2003Nov 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

2006Present

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

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  

References

Jamie Glenn

Mark Nicklin

Peter Walker

Traci Booker

Certifications

2006Present

Usability Professional

Usability Professionals Association
2008Present

Member

Information Architecture Institute
2006Present

Member

Interaction Design Association
2009Present

Member

ACM SIGCHI

Favourite quotes

"Don’t make something unless it is both necessary and useful; but if it is both necessary and useful, don’t hesitate to make it beautiful." - Shaker design philosophy

"If I'd asked my customers what they wanted, they'd have said a faster horse." - Henry Ford

“You cannot NOT have a user experience." - Lou Carbone “It’s really hard to design products by focus groups. A lot of times, people don’t know what they want until you show it to them." - Steve Jobs "If the user can’t find it, it doesn’t exist." - HFI button “Design’s fundamental role is problem solver" -  Fast Company “Good design is the most important way to differentiate ourselves from our competitors." - Samsung CEO, Yun Jong Yong

Reading list

A project guide to UX design

Russ Unger & Carolyn Chandler, New Riders Press, 2009

Designing for the digital age

Kim Goodwin, Wiley, 2009

Neuro web design: What makes them click?

Susan M. Weinschenk, New Riders, 2009

Measuring the User Experience: Collecting, Analyzing and Presenting Usability Metrics

Thomas Tullis and William Albert, Morgan Kaufmann, 2008

Web Form Design: Filling in the blanks

Luke Wroblewski, Rosenfeld Media, 2008

Mental Models: Aligning design strategy with human behaviour

Indi Young, Rosenfeld Media, 2008

Designing the obvious: A common sense approach to web application design

Robert Hoekman Jr, New Riders Press, 2006

Designing the moment: Web interface design concepts in action

Robert Hoekman Jr, New Riders Press, 2008

The Design of Everyday Things

Donald A. Norman, Basic Books, 2002

Interaction Design: Beyond Human-Computer Interaction

Sharp, Rogers and Preece, Wiley, 2007

Observing the User Experience

Mike Kuniavsky, Morgan Kauffman, 2003

Don't Make Me Think

Steve Krug, New Riders Press, 2005

Designing for Interaction

Dan Saffer, Peachpit Press, 2006

Universal Principles of Design

Liddle, Holden & Butler, Rockport Publishers, 2003

The Design of Sites: Patterns for creating winning websites

Duyne, Landay & Hong, Prentice Hall, 2006

The User is Always Right: A practical guide to creating and sing personas for the web

Mulder and Yaar, New Riders Press, 2006

Information Architecture: Blueprints for the Web

Wodtke & Govella, New Riders Press, 2009

Information Architecture for the World Wide Web:Designing Large Scale Websites

Rosenfeld and Morville, O'Reilly Media, 2006

Communicating Design: Developing Website Documentation for Design and Planning

Dan Brown, New Riders Press, 2006

The Elements of User Experience: User-Centered Design for the Web

Jesse James Garrett, Peachpit Press, 2002

Designing Interfaces: Patterns for Effective Interaction Design

Jennifer Tidwell, O'Reilly Media, 2005

Summary

I am a User Experience Manager specialising in user experience design and strategy development. My skills include user research, expert/heuristic review, usability testing, information architecture design, information design, interaction design, interface design, wire-framing, prototyping and internet and intranet governance and planning.  I have a broad range of experience in internet sites, intranets and web applications across a varied range of industries.

I also have experience in ecommerce systems including the tracking and improvement of online conversions, online content creation and editing, conceptual modelling, business process modelling, business process improvement, business and user requirements gathering and web analytics. 

I have experience managing, coaching and mentoring high performing web teams to deliver exceptional customer outcomes.  I am experienced working in an Agile development environment, managing and prioritising a large product backlog whilst also providing user experience design services across several concurrent projects.  Additionally, I possess strong skills in managing a program of online projects in a dynamic and challenging environment.

I have experience in both the private and public sectors including almost ten years experience in the financial services sector for several of Australia’s top tier banks, superannuation funds and insurance companies. I also have approximately six years experience in Queensland state and local government and two years experience in consulting roles with a full service digital consulting firm and a specialist usability firm.