Portfolio Case studies

Real work.

Real impact.

And a peek at the thinking that made it happen.

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- Births, Deaths & Marriages Victoria
- Service Design
- Research
Designing trusted digital identity verification
Digital identity promised convenience, but trust broke down when citizens were unexpectedly handed to a third-party verification service.
Challenge
Introducing digital identity verification without increasing privacy concerns or abandonment
Decision
Tested an end-to-end service prototype to measure trust, clarity and completion
Outcome
Trust risks identified before launch and key recommendations adopted
View project
- Government
- Digital Identity
- NRMA Insurance
- Service Design
- Product Design
- Research
Reducing churn risk through loyalty recognition
Research revealed a surprising risk: some of the most loyal customers felt the least recognised.
Challenge
Long-tenure customers felt overlooked by loyalty models focused on product ownership
Decision
Used discovery, ideation and Kano analysis to identify recognition opportunities
Outcome
Evidence-backed loyalty roadmap focused on retention and recognition
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- Insurance
- Loyalty
- Landmate
- Service Design
- Research
- Product Design
Landmate service ideation
Helping landholders navigate a multi-agency service without becoming experts in government process.
Challenge
Service complexity was pushed onto landholders across multiple providers
Decision
Used journey mapping, card sorting and service blueprinting across stakeholders
Outcome
12 critical issues identified before delivery investment
View project
- Government
- Agriculture
- University of Newcastle
- Service Design
- Research
- Product Design
Addressing equity barriers with inclusive service design
Redesigning disability support services to reduce repetition, delay and administrative burden.
Challenge
Paper-based processes and fragmented systems created access barriers
Decision
Co-created future-state journeys and prioritised 109 user stories
Outcome
Roadmap created for automation, integration and accessibility uplift
View project
- Education
- Accessibility
- Telstra
- Product Design
- Service Design
- Research
Retail personalisation with loyalty rewards
Exploring how rewards, personalisation and trust shape customer choice before checkout.
Challenge
Introduce rewards redemption while supporting authentication and pricing complexity
Decision
Evaluated 12 loyalty programs and tested four competing journey models
Outcome
Loyalty experience validated before implementation investment
View project
- Telecoms
- Loyalty
- RMIT University
- Product Design
RMIT University GUI Design System
Building a design system that aligned hundreds of pages, dozens of teams and a legacy CMS.
Challenge
An inconsistent digital estate made governance and maintenance difficult
Decision
Expanded the design system while adapting it to legacy technology constraints
Outcome
Design system scaled across hundreds of pages and multiple teams
View project
- Education
- Design Systems
- University of Newcastle
- Product Design
- Service Design
- Education
Accelerated product backlog with lean UX
A Lean UX review transformed hundreds of issues into a prioritised investment roadmap.
Challenge
Years of design debt made it difficult to identify where improvement would have impact
Decision
Evaluated 422 issues and prioritised them by viability, desirability and feasibility
Outcome
158 issues prioritised and 20 redesign concepts prepared for delivery
View project
- Education
- Lean UX
- Sportsbet
- Research
- Product Design
Delivering measurable impact with research
Embedding research into product decisions helped translate customer insight into growth.
Challenge
Support product, design and executive decisions with evidence rather than assumptions
Decision
Integrated quantitative and qualitative research into agile delivery cycles
Outcome
90% recommendation uptake and $100K/day above trend within 2 weeks
View project
- Entertainment
- Research Ops
- Various
- Research
- Product Design
Optimising shopping cart experience
When A/B testing wasn't possible, research helped identify the stronger concept before build.
Challenge
Two competing shopping-cart designs needed evidence-based evaluation
Decision
Compared concepts using a balanced 300-participant quantitative study
Outcome
Research identified the stronger concept before development began
View project
- Entertainment
- Quantitative
- Consumer Affairs Victoria
- Research
- Usability Testing
- Service Design
Testing assumptions before launch
Late-stage testing exposed a major gap between stakeholder assumptions and community needs.
Challenge
A government service had been designed around expert understanding rather than user reality
Decision
Compared internal experts and community users through usability testing
Outcome
Critical usability risks identified before launch and prioritised for remediation
View project
- Government
- Accessibility