DESIGN RESEARCH PORTFOLIO: REPORTS AND ARTEFACTS

Transforming Vodafone's service with comics.

Transforming Customer Experience.

I conducted in-depth research into the experience of 'getting help' from Vodafone. I illustrated the current state and designed a vision for an improved future.

Full report (PDF)

Snippets (PDF)

Personas

The persona boards in use (VID)

Vodafone personas (PDF)

User experience research

Website goal attainment: Research report (PDF)

Digital experience baseline Research report (PDF)

Web and mobile user testing: Research report (PDF)

Fixing financial advice for the CBA.

I led extensive research into the customers' experience when seeking CBA financial advice online. My findings informed the transformation of the service itself as well as its digital delivery.

The research project report (PDF)

Process map: Seeking CBA advice online (IMG)

We followed this research process and methodology:

Snippets (WEB)

Full report (PDF)

Testing a new app -  'Specials near-me' 

New product testing report (PDF)

Digital devices and everyday banking

Banking journeys: (PDF) 

Smart digital tools for doing deals. 

Process, players, and emotions 

I compiled data from hundreds of business deals, determining timelines, people involved, and their needs over the course of a deal. This work defined AIDA, a new AI-driven, deal automation product.

The financial deal: Journey map template (PDF)

CFO's experience: Journey map template (PDF)

Deal emotions: Journey map template (PDF)

Getting it right - The design process used when crafting the maps. (PDF)

Personas

CFO dealmaker (PDF)

Tender manager dealmaker (PDF)

The four Dealmakers (PDF)

Persona canvas: Template (PDF)

Understanding the job-seeker's journey

I designed and conducted an interactive mobile-based diary study to define the ‘Job-seeker's journey’ as part of new product development. 

Job-seeking journey findings 

Diary study findings (PDF)

Diary study features

• The paper diary in motion (VID)
• Mobile diary interface (IMG)
• Diary entries, drawings and letters (IMG)

User testing on the SEEK website

User testing research report (PDF)

Mapping Woolmark's highly complex ecosystem of services. 

I articulated and mapped Woolmark's complex service ecosystem of today and envisioned a transformed future.

Service design research report 

Woolmark's service ecosystem of today and a vision for its transformed future - Research report (PDF)

Service design ecosystem maps 

Woolmark service ecosystem today(MAP)

Woolmark service ecosystem tomorrow (MAP)

Lifesize image of the Woolmark map (PDF)

Design research methodology

The research process (PDF)

The day-to-day customer experience of banking with ING Direct

I researched the customers' end-to-end experience with ING's new 'everyday' banking product, from opening the account through to its setup and everyday use.

Research artefacts

ING Research Report: This report compiles the findings from a longitudinal study into the complex relationship Australians have with money, saving and spending. (PDF)

ING personas (PDF)

• Research & Interview guide (VID)
• Banking with ING Journey Maps(IMG)
• Money management diagram (IMG)