Greg Ralph Email & Phone Number

Richard Di Gregorio (award-winning filmmaker) and I discuss films and our love for this form of storytelling. We have been broadcasting for over 8 years, reaching #1 in the Australian Film/TV Podcast charts.Earlier, I was part of the Pater Award winning discussion and music radio program "Tapestry" on FOX-FM.

Melbourne, Victoria, Australia

I scoped and led customer research programs for ANZ and ANZ Plus.

Melbourne, Australia

ANZ’s Banker Experience Tribe needed someone to establish their UX Chapter and the Tribe’s broader design practice.* Through recruitment, mentoring and performance management, I built a high performing team assigned to projects based on business priority.* I defined Tribe-specific design principles and usability/accessibility measures for high quality banker and customer experiences.* I developed an Agile-based model integrating UX practice with other roles – and then created cross-role tools for journey mapping and accessibility audits.I also helped to build organisational design capability as a member of ANZ’s Enterprise Design Leadership Forum and inaugural Storytelling Learning Ambassador.My leadership was recognised by:* ANZ’s Abilities Network (for my accessibility approach)* The Common Creative podcast – refer to https://omny.fm/shows/the-common-creative/playing-with-creativity

I ran my own business successfully for close to 9 years, consulting to clients across industries to ensure their systems were highly usable for their customers and employees.Projects included:* Design Thinking research for Telstra to identify future features for mobile data plans – conducting research with families, individual customers and retail staff.* Customer research for Sensis to determine priorities for planned features across Yellow Pages’ digital devices.* Customer research in Melbourne and regional Victoria leading to redesign of the Government Index within the White Pages (paper) directory, transitioning from index to reference guide.* User research for SEEK Learning to identify design issues and determine priorities for change across platforms.* Expert design review and stakeholder/user research for Xavier College to identify ways to improve parents’ engagement with the College’s e-newsletter.* User needs workshop for the National Stroke Foundation with NSF, Bupa and other stakeholders for an online rehabilitation service.* Team mentoring and a range of user-centred design research projects for Victoria University.

Australia

I consulted through HeathWallace in the finance and health care sectors.Most notably, I worked closely with an ANZ business analyst to review their business processes across Commercial segments and product groups to understand their impact on the customer experience. A service map was developed to identify and prioritise improvement opportunities — which was then used to define the ideal customer experience through a series of activity scenarios.

The Xavier Social Justice Network is a program of Xavier College.It engages the Xavier College community (current and past staff, parents and families) to serve people in need through:* Volunteering and direct service, and* Raising awareness and challenging thinking about current issues of social justice through advocacy events.

Telstra had to migrate their Consumer email customers onto a new vendor platform before three legacy systems reached end-of-life.I used customer research, staff workshops and journey mapping to design a cross-channel experience for three customer migration paths and future use of the new email system – working closely with Telstra’s analyst, developer, communications and training teams.When the vendor product was delivered, my expertise was also needed to lift its usability and accessibility.Our customer-centred migration experience achieved a significant NPS turnaround from previous programs.

My accountabilities included scoping, selling, managing, mentoring and conducting human-centred design (HCD) projects – working closely with clients and fellow consultants. I also developed and presented commercial training across the HCD lifecycle.

One of my projects was redesigning Great Southern Railway’s website to resolve usability issues and boost bookings for the Ghan, Overland and Indian Pacific trains.I worked with GSR business stakeholders, travel agents and customers to understand their needs. I then created the new site’s information architecture, flows and design templates – all with a view to encouraging holiday bookings.The redesigned site more than doubled referrals to the booking engine. This success was written up in the “Management Today” industry magazine as an exemplar of the business value of a customer-centred approach.

Masters Of Science With Distinction, Human Factors Within Human-Computer Interaction

Design Thinking Workshop (Melbourne)

This 2-day intensive was led by the world-famous d.school. It covered Design Thinking methods and practice – all centred around the design.

Alumnus Of The Williamson Community Leadership Program

Graduate Diploma In Ergonomics

Bachelor Of Arts