Portfolio
Most recently I have been consulting for Havona, helping to test and validate the product offering and value proposition. It has been an enlightening project, looking at how blockchain can be integrated with communication and collaboration toolsets in supply chain management, to facilitate contracts and payments across the creator economy.
Explore below for more details about this and other projects I've worked on. I have also shared my resume in the About section.
The background to how I build
I've worked across many industry verticals, from Proptech and Retail to Education and Payments. I'm able to adapt quickly because of my background in Marketing and UX/CX Design. It allows me to focus on the customer, constructing product architecture around their needs, rather than being constrained by industry norms.
My standard process of creation
For me, Product Lifecycle Management is anchored in a Lean UX approach. I prefer rapid prototyping with increasing fidelity to continuously test assumptions and inform personas through field testing wherever possible.
Design thinking through continuous ideation and a co-design process is an integral part of my process. It facilitates stakeholder involvement and management of expectations during a project's lifecycle, and is an excellent method to identify latent requirements which can often go unspoken early in a project.
My standardised approach is based on Lean UX and agile delivery methodologies. It emphasises building a shared understanding of the problem, with clear objectives which provide continuous learnings.
STRATEGY
The foundation of any strategy I develop is the customer. For me, it is about understanding who they are, their needs, but also what their day looks like. It is about understanding the spaces the product must fit, between every day errands, and going to do the things they love.
I utilise service design principles to evaluate the customer experience across all touch-points of a business. Weighing each point against the value exchange occurring, I prioritise areas of highest perceived value. This defines key assumptions which can be tested and quantified utilising Lean UX. Then as a final sense check, the derived prioritisation is evaluated against opportunity cost, where time and material requirements are weighed to find the best balance. The outcomes are clearly articulated goals which can be targeted and measured to provide continuous feedback on the products trajectory.
WOULD YOU LIKE TO KNOW MORE?
I believe anything is possible, if you ask the right questions.
THIS IS WHY I LOVE WHAT I DO.
GRAB MY RESUME HERE.
With everything else said, I am more than just what I do. Motorbikes are my escape. I love nothing more than to grab my camera and go for a ride. Getting to ride through the Himalayas recently was also a blast, and something I can't wait to do again.
I believe in listening first, because unless you know everything, you can't speak from a perspective of understanding. I don't profess to have all the answers, but I will seek them out because this world is a facinating place and, with kindness, it is a wonderful thing to share.
GET IN TOUCH
Connect on LinkedIn.
Hit me up, send me an email.
I always like meeting new people, so please, feel free to reach out.
Responsibilities
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Product strategy
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Product architecture
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Monetisation strategy
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Roadmap development
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Market entry planning
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Backlog prioritisation and refinement
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Stakeholder management
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Stakeholder and partner research interviews
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Market testing
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Product management consultancy for transparent supply chains in the creator economy.
Most recently with Havona, I helped refine the solution design to build a product roadmap which segmented the growth strategy into multiple, achievable, and deliverable phases for entering the Indian artisan fashion production market. This also included strategies and KPI's to branch into adjacent market verticals. At each step I worked on unit economics and defining monetisation strategies, aligned to the continued delivery of value.
I started by running a series of remote workshops to identify and classify the personas interacting with the platform. These were used to map out the value chain and pinpoint critical intersections between various users and industries across multiple supply chains. It was this work that formed the cornerstone for all product strategy to be developed. It helped describe why certain value propositions were key in the delivery of the product to market.
With a clear understanding of the product's value chain, and interaction overlaps between users, high level product architecture and BPMN diagrams were prepared to inform information architecture, UX design, and technical design. I also got to work with Susan Blasco to do an end-to-end legal review of the solution, as it relates to international law. Her work was exemplary and we were able to address a number of issues early, and constrain MVP scope.
MVP DESIGN AND THE PRODUCT ROADMAP
As the design process progressed, it became increasingly important to define a specific scope and establish a clear path to market. I prioritised Lean UX principles and emphasised early market exploration and validation. Using personas and insights from diverse industry interviews, I built a strategy that addressed core areas of value being developed over time. The strategy also looked toward clear segmentation across different markets as the business scaled.
Product architecture was key in strategy development due to the complexity of the business's vision. It allowed for the value chain to be divided into coherent segments which were built around customers and their needs. It also allowed me to abstract key interactions between users to identify points of repetition, which identified areas of high value for least effort.
I had the awesome pleasure of getting to work closely with David Orlowski, who is leading Project Management, to build and maintain the Product Roadmap. We used product architecture to define a roadmap with clear and articulated goals. Features and deliverables were then described in relation to the targeted goal, so the entire team could rally around these linchpin statements. David then ran multiple cross department workshops to align the rest of the business to what we were building, and the value being delivered to market.
MARKET TESTING AND RESEARCH
With the product reaching Alpha, I was then asked to test the product in the field. This included a two (2) month research mission to India where I travelled throughout India, from the Himalayas, to the border of Pakistan and down to Chanderi, the heart of India. Here I not only was able to test the product in the field, but also meet with Artisan weavers, through to large manufacturers producing at scale. I got to see how the product would need to fit within people's lives as they invited me to be a part of theirs.
Market validation of the product returned some great insights. Seeing the product in the hands of real users identified key improvements to be made to Information Architecture while validating the user experience. My travels also introduced me to a large number of partners who were very interested in utilising the product once it is ready for full public release.
Responsibilities
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Business analysis
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Solution design
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Product architecture
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Product design
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UX and CX design
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Roadmap management
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Backlog prioritisation and refinement
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Stakeholder management
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Stakeholder and partner research interviews
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Partner integration planning
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Market testing
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PROPERTY AND TENANCY MANAGEMENT
In my time with Sorted Services I successfully launched 6 applications: rental listings, property/tenancy management, consumer services marketplace, trade job management, billing, and product information management, managing 50,000+ properties and more than $3 million in monthly payments.
My journey began with evaluating a pilot MVP which was conducted prior to joining the team. The assigned task, review the existing MVP and design a SaaS platform to manage properties and tenancy contracts with remote signing, which can scale horizontally and vertically into applications, home services. In addition, understand both the in-house electricity and broadband product offerings to be offered to tenants.
For me, this involved a significant amount of planning and required the MVP solution to be re-architected from the ground up, moving closer to a polymorphic relationship model with a strong emphasis on micro-services architecture and a clear data management strategy to account for properties and people moving between agencies.
In the first year I was appointed to Product Lead, and had successfully launched the property management platform, which was integrated with a customer facing app for home services and rent payments. I was then given the more monumental task of designing a broader toolset spanning the full tenancy and home ownership value chain.
Over the next two years, an additional four applications were designed, developed and successfully launched to market. Each application was discrete, while remaining interoperable so a single view of the customer and property asset could be maintained at all times. We maintained a focus on removing task overhead from all customer segments, while maintaining an environment where owners, agents, tenants, customers and trades were informed and protected.
The development of a library of product architecture documentation was essential to ensure the entire ecosystem could be extended over time, and to ensure Omni Channel UX and conversion funnels were optimised.
This project was not a small undertaking, however with a strong team of technical leads, and subject matter experts, it was a rewarding challenge.
Responsibilities
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Business analysis
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Requirements documentation
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UX and CX design
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Visual design
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Workshop facilitation
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Stakeholder management
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Story estimation
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AFTERPAY INTEGRATION
This was one of four successive contracts I was engaged on with Officeworks. I led the UX Design and a significant portion of the Business Analysis, identifying integration requirements. Given the size and complexity of Officeworks, it required collaboration across nearly every department.
We met with Finance, Marketing, Customer Support, Supply Chain and IT. Findings were compiled into swimlane diagrams and a series of wireframes that mapped the customers full journey from discovery to purchase and product returns.
As part of UX design I created business rules for sitewide messaging and designed split cart functionality to ensure customers could progress with their shopping journey in the event of Afterpay limitations were imposed on the users cart.
Within three months Afterpay represented 10% of online revenues with an average order value of $231, a $50 increase on standard transactions.
PRINT & COPY PRODUCT DEVELOPMENT AND CX REVIEW
I was engaged to provide UX Design on a number of new products being released to market and assist in bringing a number of third party apps into alignment with the Officeworks brand and experience.
I performed UX Analysis to consolidate all customer journeys into a master journey. This was to inform UI updates across the whole subsite and provide consistency across multiple 3rd party application integrations. It also informed a larger data automation project to transition to Kit-SKU product management.
Over five months I provided UX Design to release seven new product lines, a 25% increase in range. Growth was represented by 86.8% YoY revenue growth for print products and a 3% increase in revenue, split across product categories for personal customers.
ICT BUSINESS COMPUTING
Business computing was a new product and service channel to provide technology hardware and support as a leasing solution, delivered by a third party business partner.
Inheriting a partial project, I began by completing stories and preparing swimlane diagrams. This allowed me to understand the current state of the integration with the third party.
Understanding the businesses needs, I finalised wireframes, suggesting UI improvements to reduce customer cognitive load and better convey value proposition. Due to negative feedback from a previous product launch, we incorporated my recommendations and eliminated an authentication wall that prevented customers from viewing detailed product information.
I also prepared a ‘My Account’ section allowing customers to view lease application progress and subscription status. On approval, access to telephony charges were provided, meeting all regulatory requirements.
The final UX Design task I took as part of this project was to prepare requirements for analytics, identifying all customer entry and abandonment points to inform future UX and sales processes.
Responsibilities
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Requirements documentation
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Workshop facilitation
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UX design
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Visual design
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Front end development
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Plutus wealth management portal
I was asked to provide UX design and analysis to create a client and adviser portal for productisation as a SAAS platform. Business goals included reduction of administration overhead, satisfy regulatory requirements and provide a unified view of multiple data sources.
I began by reviewing low fidelity wireframes provided by the client, which outlined high level reporting requirements. They were prepared by the first customer for the platform. After reviewing the wireframes I sat down with the customer to gain detailed insights into needs and required outcomes.
I then prepared interaction workflows and permission structures in conjunction with subject matter experts and product owners.
This was followed by a co-design workshop to identify a set of widgets that could be used to meet reporting and content requirements to ensure a consistent experience could be provided as functionality is added over time.
To facilitate expansion to platform functionality I kept information architecture flat with menu options being kept in the context of a page or widget.
THE DEVELOPED PLATFORM
The platform has now been in use for more than seven years, and was used to manage and report on assets exceeding $500 million at the time of launch. It is used by both financial advisors and their clients.
The platform was integrated with IRESS IPS and SS&C Sylvan, requiring challenges in managing large datasets to be overcome.
Due to the depth and complexity of data presented, all relevant information could be edited in situ, so no hidden settings sections were required.
As the platform was used by customers and advisors, help could always be accessed to ensure the user could understand the context of what they were viewing.
With appropriate permissions, widget settings and configurations could be edited by advisors at the user level, so their customers were provided with information relevant to them.