// i am.
A designer at my core.
I’ve spent a lifetime making things that look and work as well as the medium allows. These days, that means finding out what customers actually need.
I firmly believe in a customer-centred approach to get the right outcomes for customers, and in design systems to get the right outcomes for the business and the customer alike. I start at the “why” with discovery workshops, then move through sketching and prototyping for customer testing, and on to working with developers to deliver the right experience.
The business’s need for customers to adopt a product matters as much as how customers actually use it, and balancing the two can be delicate. Building and working with design systems is key to delivering efficiency and cost savings. It’s a passion of mine, and I’ve seen first-hand what’s possible when CX is allowed to solve the big challenges customers face.
Whether it’s re-imagining what banking can be or adding features that simply make customers’ everyday tasks easier, I’ve always worked towards better outcomes for the customer.
by the numbers
- 20+
- years of professional design
- 8+
- years managing small and large teams
- 7+
- years in the corporate space
- 5+
- years consulting across industries
// how i work
Problems first
At Computershare I worked with the sales team from the very start, using workshops and journey maps to uncover customer problems. Those became the basis for the best outcome for the customer, in line with business objectives, and then for the deliverables I built with developers.
Sprint to clarity
When the regulator required Westpac Online Banking to explain interest-only loans more clearly, I ran a 5-day design sprint with a wide group of stakeholders. Iterating quickly let us work through options with architects and find a solution that met the regulation and fit the size of the release train.
Physical spaces
I lean heavily on Lean UX and design thinking. From card walls to ideation sketching, using physical space is how I’ve delivered complex projects quickly.
Grow the team
I’ve mentored junior designers, explained design and UX principles to stakeholders, presented at Adobe design seminars, and taken part in the UX start-up community. At News Limited I improved workflows by building around individual skills and development needs, cutting contractor and casual use by 32%.
// the long story
- 2025– · Dash FinancialHead of DesignBuilt the design function for a wealth platform, across adviser, licensee and end-client experiences, with AI-assisted continuous discovery
- 2024–25 · ubankProduct Design Lead, LendingHome lending applications and Loan Assist for bankers; 11% → 85% unconditional approvals
- 2023–24 · Telstra EnterpriseUX Design Lead, public websiteUX program, messaging architecture and new AEM and CRM components
- 2021–23 · Telstra EnterpriseUX Design Lead, B2B self-serve portalLed 10 designers; digital provisioning 12% → 43%, NPS −36 → +12
- 2018–21 · Telstra (Symplicit)UX Design Lead, MyTelstra appLed 14 designers through the rebuild of the app; launched March 2020
- 2018 · nbn coCX Design Lead, public websiteRebuilt “contact us” around data and self-help
- 2017 · PollenSenior UX DesignerA consumer marketplace brand: research-led rapid prototyping in a fast-paced agency
- 2016–17 · Westpac GroupSenior CX DesignerProject Simple for Bank of Melbourne with the GEL team, Westpac Live savings, Online Banking
- Computershare Communication ServicesDesign ConsultantThe champion for our clients’ customers: workshops, journey maps, UX and visual design, then working with developers to deliver
- News Limited · Nationwide NewsDeputy Art Director; Art Manager, The AustralianLed designers producing time-critical graphics and data visualisation for The Australian, Daily Telegraph and Sunday Mail
- 1990 · South China Morning PostSub-editor, TV TimesFirst job in the industry, during my gap year
Not every project is simple. A client in debt consolidation wanted to improve the customer experience by cutting the time it took to close accounts and the number of letters sent. After workshops with a diverse group of stakeholders, we found the real problem was the complexity of the output: each department kept its own versions of letters. I created a new letter matrix that took them from 90 letter types to 5, with dynamic paragraphs for each stage of the cycle, plus a fully digital cycle from first contact through a payment portal to final letters. The result was a 18% increase in payments from the first letter.
Elsewhere, I created a mobile-first onboarding tool for a client’s customers that brought abandonment down from 21% to 13%. I moved a client to an online communications strategy that cut their print costs through calls to action and better digital comms. And I helped bring a first-to-market superannuation clearing house to market as a white-label solution that could scale across bank clients.
// specialties
- Workshop facilitation
- Customer-centred design
- System design
- Agile & UX methodology
- Corporate design
- Presentations
- Publishing
- Newspapers & magazines
- Brand collateral
- Pre-sales
