Service Design · 2026
Driver Accreditation
Scaling reusable accreditation patterns into a second regulatory journey without forcing different policy and operational needs into one template.
Case studies
Strategy. Services. Products.
Designed end to end.
A single view of the work, from current regulatory transformation through earlier service, product and design leadership projects.
Service Design · 2025–2026
Driver Instructor Accreditation (DIA)
Designing the first end-to-end accreditation service on the Future Systems platform and establishing patterns reusable across later services.
Service Design · 2025–2026
Complaints & Notifiable Incidents
Creating clearer reporting pathways and a reusable intake, triage and case-management model across complex regulatory services.
Strategic Design · 2024–2026
Future Systems
Shaping a reusable service model for a multi-year regulatory transformation across customer, operational and technology layers.
Strategic Design · 2022–2023
VicRoads Innovation Process
Creating a repeatable operating model for experimentation, collaboration and faster innovation across a complex transport organisation.
Strategic Design · 2022
VicRoads Website Content Audit
Identifying content quality, findability and structural issues across high-demand customer journeys and turning an external audit into actionable service-design priorities.
CX Strategy · 2020–2022
Voice of the Customer
Turning fragmented feedback and journey measures into a repeatable system for identifying, prioritising and improving customer experience.
Strategic Design · 2019–2020
CRM Readiness
De-risking CRM investment by understanding user needs, fragmented processes and information flows before committing to platform configuration.
Product and Service Design · 2018–2019
Boating Vic
Designing a digital safety companion around the moments recreational water users make decisions about conditions and risk.
Product and Service Design · 2018
Kraft Heinz Field Sales
Redesigning field-sales work around the reality of store visits and consolidating fragmented tools into one mobile service.
Product and Service Design · 2017–2018
Aurora PAYG+
Replacing a legacy card-based payment model with a mobile-first energy service designed around control, clarity and customer vulnerability.
Product and Service Design · 2016–2017
Telstra Assurance Support Experience
Redesigning the route from a support need to online troubleshooting so customers could find help faster and resolve more issues through self-service.
Product and Service Design · 2014–2016
NAB Internet Banking Modernisation
Using customer research, design playbacks and iterative prototyping to simplify internet banking and improve high-value everyday tasks such as accounts and transactions.
Product Strategy · Selected earlier work
Acquisition Journey, Savings Calculator POC
Taking an education-savings product idea from concept to tested prototype and beta evidence within a rapid Lean Product cycle.
Product Experience · Selected earlier work
Betfair Exchange Mobile App
Designing a fast, data-rich mobile trading experience that brought speed, clarity and confidence to exchange betting on the move.
Product & Service Strategy · Selected earlier work
Business Banking Experience
Simplifying complex business-banking journeys by redesigning digital interactions, service flows and content around real customer goals.
Service Design · Selected earlier work
Lending Services Experience
Improving lending-service experiences by making propositions, process and service expectations clearer for both customers and teams.
Service Design · Selected earlier work
Employee Offboarding Experience
Redesigning a manual, fragmented offboarding process to create clearer ownership, better coordination and lower security and privacy risk.
Design Leadership · Selected earlier work
Design Capability Transformation
Building stronger design capability through clearer methods, governance, team practices and delivery standards.
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