Portfolio

In 2020–2021, Westpac launched its new native mobile app, and as Sub-Chapter Lead within the XLR8 team (Agile model), I helped drive customer migration and adoption strategies for 2.3M users. Collaborating with Digitas and internal teams, we designed tailored migration journeys and overhauled over 200 pieces of how-to content for clarity, accessibility, and scalability. By

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In 2017, Maxxia engaged us to support the transition to a single salary packaging card by validating and refining their new app through a user-centred design approach. As UX Principal Consultant, I co-led stakeholder workshops, co-design sessions, and user testing to align business goals with user needs. We delivered an interactive prototype, key insights, and

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In 2016, St.George Bank engaged me to help address high drop-off rates in their online credit card applications. Using a Human-Centered Design approach and the Double Diamond framework, I collaborated with cross-functional teams to identify pain points, prototype solutions, and conduct user testing. We streamlined the application flow, introduced instant account creation, and provided early

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In 2016, Qudos Bank partnered with us to rapidly redesign their outdated internet banking platform and mobile app as part of a brand refresh, delivering a complete solution within just eight months. As UX Lead and team lead, I guided a cross-functional team through a fast-paced, user-centred design process using Agile sprints and the Double

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In 2015, Westpac aimed to reduce a 45-minute in-branch account opening process to match its 5-minute online equivalent. As CX Senior Consultant, I co-led a five-month project focused on redesigning the in-branch experience using human-centred design and the Double Diamond framework. I led concept design, prototyping, and user validation while collaborating on journey mapping and

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