As Principle CX Architect for Busable I am leveraging my Transport sector knowledge and CX consulting skill's to work with the Busable Directors to Enhance the product and service offerings Busable provided to the market palace. This includes:-Product Research, Design and Development. -Service Design and Service mapping-Business Process Analysis- One-on-one interviews and workshop facilitation

As Principal UX Designer at Cochlear, I lead the orchestration the customer experience across an experience segment. Working hand in hand with product squads to design seamless end-to-end experiences that transcend channels and empower users.I lead and coach UX designers but will also remain hands on in all aspects of User Experience. I also look for opportunities to scale solutions across portfolios to maximize both business and customer value.

The DX Design Lead inspires, coaches and supports the DX design team in delivering experience design based on the voice of the customer. With the following accountabilities:- Team development- Team management. Tools and processes- Design leadership. Provide design process leadership within the DX design team and in project teams.- Ideation and design. Facilitate the exploration of the design space to identify suitable design solutions to the problems identified.- Usability Research and testing. Undertake usability testing to highlight potential problems early and ensure the end solution meets usability and accessibility requirements.

Responsibilities• Manage the UX workload and priorities.• Develop UX practises.• Manage UX standards.• Provide UX expertise and guidance to projects• Promote the benefits of UX as core function of systems development.Achievements• Integrated UX activities into SDLC and governance process.• Provided qualitative and quantitative UX research benchmarking to projects.• Developed numerous UX design prototypes, mock-ups and specifications for projects.

Projects• Transport for NSW – UX Lead & online design consulting PTIPS• Vodafone – UX Consulting• The Works Sydney – Thomas Dux redesign.• News Limited – Intranet consolidation IA and UX design.• Optus – Coverage maps redesign• Optus – Networks sub site redesign.• Optus – Gurus sub site redesign (yet to go live).• Optus – YouTube channel redesign (yet to go live).• Optus – Klink Multiplatform Saas/Cloud product design (public beta).• Optus – Unifind mobile app design (project canceled).Achievements• Consolidated 27 Intranets into a single National Intranet for News Limited.• Introduced IA testing using TreeJack to News Limited.• Redesign UX for Optus coverage maps based on sound user research.• Used competitor analysis and literature reviews to inform design decisions.• Designed multiplatform responsive interfaces.

Responsibilities• Managed the Design team workload and priorities.• Developed work practises.• Managed standards.• Promoted the benefits of UX as core function of online development.Achievements• Established service level agreements with internal clients.• Developed Information Architecture for Revamped MQU sites.• Undertook research into key decision points for prospective students.• Promoted the benefits of UX as core function of online development.

Projects• Optus – Optus.com.au site consolidation and redesign.• Optus – Customer self-service portal redesign.• Optus – Traffic view site and mobile app design.• Blake Dawson – UX & IA for a multiplatform Service Orientated Architecture (SOA).• Blake Dawson – Enterprise search design.• Blake Dawson – Enterprise Information Architecture development.• Blake Dawson – www.blakedawson.com redesign.• Blake Dawson – compliance.blakedawson.com redesign.• Blake Dawson – careers.blakedawson.com redesign.• Blake Dawson – my.blakedawson.com redesign.• Blake Dawson – futurejoiners.blakedawson.com redesign.Achievements• Managed a team of 14 UX architects to successfully deliver a new Optus online sales and service.• Improve online sales through successive formal UX testing of the Optus online shopping journey.• Reduced calls to Optus customer services by providing a useful and usable online self-service portal.• Provided information framework for Blake Dawson developers.• Provide UX standards for responsive multiplatform development at Blake Dawson.

Responsibilities• Developed information, retrieval collection and management strategies.• Conducted research into industry and technology trends.• Liaison between IT and the KM Group.• Managed the implementation KM infrastructure including; intranet, Knowledge Bank, Document Management System, Enterprise Search and Taxonomy Management.Achievements• Established a working relationship between IT and KM.• Setup metadata framework based on AGLS metadata standards.• Introduced UX design and testing into the development process.

Projects• NSW Dept Corrective Services – Redesign and development of dcs.nsw.gov.au.• Brener Implant Institute – Design and development of brener.com.au.• Step Two – Geoscience Australia site expert review.• Step Two – AusIndustry CMS publishing process review.• Cetus Technologies - routinecheckup.com product design, site design, content development.• HotHouse – UX & IA homehound.com customer site and homehound real-estate agent site.• HotHouse – Freehills knowledge bank redesign.• Blake Dawson – HTML & CSS training to online design staff.• Orion Enterprises – Brightbubs.com site design and development.• Mind Advantage – mindadvantage.com site design and development, Mind Advantage brand development.Achievements• For many of these sit implantations I did UX, IA, design, front end coding back end coding and DB development work.• Utilised both group based and individual base interview techniques to Identify and report on CMS publishing problems.

Responsibilities• Managed the Knowledge Integration team.• Developed work practises.• Managed KM system development and metadata standards.• Liaison between IT and the KM Group.• Managed KM infrastructure including; intranet, Knowledge Bank, and Precedents System.Achievements• Developed a strategy to provide interoperability between different knowledge systems.• Setup method for regular assessment of KM infrastructure.• Setup service level agreements with content owners.• Setup metadata framework based on AGLS metadata standards for all KM systems.• Introduced UX design and testing into the development process.

Projects• Agency Interactive – Lead redesign and development of boral.com.au.• Agency Interactive – Lead redesign and development of midlandbrick.com.au.• Agency Interactive – Lead redesign and development of bluecirclesouthern.com.au.• Agency Interactive – Developed and conducted CMS author training for Boral staff.Achievements• Created a National (XML based) product Taxonomy for Boral. This was the first time Boral had a single list of products.• Implemented Interwoven Team Site CMS for all Boral online assets.• Managed both the technical and design teams for the Boral projects.• Implemented the Boral web sites.

Projects• Workcover SA – Lead the UX and IA for distributed web based multi user application.• Fosters Group – Web based ordering system usability evaluation.• L J hooker – Lead redesign and development of ljhooker.com.au.Achievements• Developed tools, methods and standards for local UX consulting practice.• Grew UX consulting team from 1 to 5 people.• Promoted the benefits of UX as core consulting function.• Introduced both subjective and Objective UX testing techniques to the company

During my time at Compaq (formally Digital Equipment Corporation) I performed a number of roles and worked for a variety of internal and external clients. Some project highlights include:Transgrid – Intranet development project (Senior Internet & Ecommerce Architect) – As the team leader for this large-scale intranet development project I was responsible for the implementation of all aspects of this project. This included the infrastructure design using Windows NT4 Server, IIS4, MS Site Server, MS Search MS SQL Server 7, HTML, ASP and JavaScript. I also performed the requirements analysis and user centred design activities including: one-on-one interviews, card sorting exercises. I developed the information architecture and taxonomy including the creation of metadata standards, information structures, navigation and search models. I created the user interface design including, visual style guide production, usability testing and author training.Compaq Digital merger – Intranet integration project (Senior Internet & Ecommerce Architect) – This internal project required me to implement a single intranet from the existing, Compaq Australia, Digital Asia Pacific and Tandem Computers Australia intranets. This included the infrastructure design using Windows NT4 Server, IIS4, MS Site Server, MS Search MS SQL Server 7, HTML and ASP. I completed a content analysis of these sites using a combination of the Website Analysis Measurement Inventory (WAMMI) tool and card sorting exercises. I also developed a new information architecture including creation of metadata standards, information structures, navigation and search models. Then during the implementation of the intranet I developed and conducted author training.

Under the OPCO contract I worked at Optus as a user performance support architect, my primary responsibility was to design and develop interventions to improve the way people used computing systems. This included performing needs and job task analysis, then designing cost effective solutions such as online help, computer based training and redeveloping human computer interfaces.In the role of Manager Usability & Training Technology I developed the Optus usability and user interface design methodology and liaised with the project office to ensure the method was integrated into the IT project life cycle. I also managed and conducted user centred design activities for over 50 projects including: project scoping and planning, contextual inquiry, user interface design, expert reviews, formal usability lab based testing.

During this period of freelance work some of my assignment highlights included projects for:GIO Australia – User interface design, online help development, task analysis, instructional design and computer based training design.Sonar Tech – Instructional and training documentation design.ICI (now Orica) – Training methods audit, training project management, task analysis and computer based training design.Sydney Water Board (now Sydney Water) – Job task analysis, Instructional design and courseware development.

In the role I was responsible for managing the training and development activities for all staff. This included developing in-house technical and product training, coordinating external training for managers and sales staff and maintaining the training register. Included in my responsibilities was the provision of human resource management services such as recruitment, award and statutory regulations compliance and staff performance assessments. Some highlights from this role were the design and implementation of a management by objectives programme, the development of the staff skills register and the development of the staff induction programme.

In this role I was responsible for designing and developing computer based instruction for the Australian Submarine Corporation’s new construction submarine project. This included performing job task analysis, instructional design, training courseware development and conducting training evaluations.