Michael Fung Email and Phone Number

Conducted onsite contextual inquiries and facilitated workshops to capture customer behaviours and pain points with their as-is system and BAU processes.Designed fundamental capabilities to optimise day-to-day processes in tasking and workflow management.Collaborated with key client stakeholders (engineers, product managers, external stakeholders, designers) through design workshops to continually iterate and improve upon proposed solutions.Crafted a design strategy to approach the delivery of requirements utilising existing functionality of Mark43 products, guiding roadmap planning, scoping and design capability.Advocated for continuous improvement to design ways of working.Mentored junior designers through onboarding, research, and providing feedback.

Established design processes within the product squad; consolidating design files, research and process documentation to provide design ways of working alongside engineers and product managers.Collaborated with different product squads to digitise a credential renewal process; conducted moderated interviews, and synthesised research to enhance the design identity verification. Coordinated deliverables in product design and content design with engineers and provided guidance for end-to-end testing.Interviewed front-line staff to visually communicate customer journeys, pain points and opportunities through service blueprints. Led workshops to discover further areas of research with customers.Improved support of design research practises, surveying designers across the practise and synthesising data to focus on improving onboarding, research processes and the research repository.

Delivered a new consulting framework that increased efficiency of business development. Facilitated workshops (Trello, card sorting), documented and designed the framework (Figma) and created templates (MS Office) that are now standardised across the NSW business.Created sales presentations to pitch to prospective clients, working with consultants to communicate technical solutions to a non-technical audience. I was responsible for business analysis, requirements gathering, information architecture, customer journey and storymapping, stakeholder management, and the overall visual design of these presentations.Improved business processes by creating unified branding collateral and guidelines (Visual Design, Iconography).

Initially joining as a volunteer in 2018, I have had the privilege of being an Arc ambassador in this self-development program, promoting student life outside the classroom.In my role as coordinator, I have:Pioneered the restructuring of Arc's ambassador program to create a sustainable model that adapts to the new UNSW3+ university timetable.Optimised recruitment, training programs, event management and community-building, resulting in reduced time-cost spent on recruitment, budget expenditure and a higher-functioning and happier volunteer community.Facilitated design thinking workshops to plan major events (e.g. Orientation Week).Introduced information management via Confluence, reducing handover complications and increased knowledge sharing.