Alice Watson Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

I have led the Service Design approach to reviewing the post-puchase experience at MYER. This has involved mapping the customer, customer support, in-store business operations and supplier journeys across multiple touchpoints from online checkout to delivery or collection. This project has involved workshop design and facilitation, synthesis of vast amounts of secondary and primary data, interviews, ethnographic and contextual inquiry, and complex stakeholder management. The output of this project is the delivery of both a current-state and future state Service Blueprints, a backlog of prioritised Product initiatives and a backlog of non-IT initiatives and recommendations to shape and improve MYERs post-purchase experience.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

I worked as a freelance contract for 99 Designs as a UX Researcher to take the lead on concept testing a new Feature. I designed the research, recruited relevant participants, conducted in-depth interviews and concept tests and presented the Design and Product teams with actionable insights. I created clear 'next steps' for the Design Team based on insights from testing, and they could move into the next phase of iteration following this project.

Melbourne, Australia

Melbourne, Victoria, Australia

I worked with Montague to understand consumer attitudes to apricot characteristics deemed outside of Supermarket specifications. I used ethnographic observation, focus groups, in-depth interviews with key stakeholders and surveys to understand buyer intent, behaviour and attitudes to apricot consumption. The insights I produced were utilised by Montague to better understand the impact of a range of apricot characteristics on consumer behaviour and purchase intent, and how this related to current Supermarket Specifications. The project recommendations also led to practical action such as storage advice for consumers, and advertisement of apricots in supermarket publications.