Design Director · Head of Design · Sydney
Selected work across banking, superannuation, telco and government, and the operating model I use to build design capabilities that last.
In one line
I establish design as the connective tissue between human behaviour, organisational capability and commercial outcomes.
Selected work
Full-spectrum design, from proposition innovation and service design through to product, systems and in-house capability.
Great Southern Bank (prev CUA) · Proposition innovation
A bank that wanted to support customers through their first child, with no proposition to do it.
A 12-week sprint from immersion to deploy: research with new parents, a mini business unit, live experiments.
A market-tested suite of digital and product propositions, validated and ready for market.
A connected set of propositions, validated with new parents in days, not months.
Westpac Live · Banking transformation
A major online banking transformation needing one coherent customer experience across channels.
Across four successive roles, authored the Mobile Global Design Framework and led remediation across nine teams.
One High-Level Design adopted program-wide, desirable for customers and viable for the bank.
Storyboards, journey maps and concept prototypes, tested and refined with customers.
Transport for NSW · Live Traffic · Product and UX
An outdated Live Traffic app failing millions of drivers, with the summer season approaching.
Native iOS and Android prototypes tested with real drivers, a UI kit to the TfNSW guide, delivered in agile sprints.
A 4+ star app, delivered in four months, built to cope with peak-demand events.
A new app, shipped across both platforms ahead of the season.
NSW Education · Assisted School Travel · Service design
A complex statewide service for 10,500 students with disability, with poor visibility and coordination.
Workshops and research with every party, then the UX, journeys, blueprints and technical architecture.
An app spec driving full protocol adherence, and a dashboard giving statewide transparency.
Driver app and administrator dashboard, built from journeys and blueprints.
Rest App · Retention and engagement
A young, disengaged member base that left when they moved roles, and a stalled app project.
Stabilised and shipped the app, then built an industry-first integration with the AIA Vitality program.
A new benchmark for super engagement, and more members keeping Rest when they move.
An industry-first super app, built to keep members engaged.
Service NSW · Service design
A new one-stop shop for citizens needing a target-state experience, with architecture already underway.
Participatory co-design over slow research: re-synthesised insight, storyboard testing with 13 customers.
A north-star target state, presented to the Commissioner, shaping statewide architecture.
How I lead · The model
Three things have to work together: the people, the right projects, and a process that holds quality. I've used this model to scale a consulting practice and to stand up an in-house function from nothing.
A unified team with talent spikes: empathetic experts who like to share.
The right work, tactical and strategic, with scope tied to insight, regulation and strategy.
Quality that is repeatable, with a playbook, a design system and AI in the delivery workflow.
Building a practice · KPMG
A small design team with potential, in a firm that did not yet see design as a commercial lever. I built the people, projects and process to scale it.
Building a capability · Rest
A regulated super fund with real digital ambition and no in-house design function. I stood up the first Digital Experience Design Centre of Excellence.
Gallery · Tools of the practice
The artefacts behind the work: how the team plans, prioritises, grows and designs for the future. Select any image to enlarge it.
Experience
In-house and consulting leadership roles, with a background in law, psychology and organic chemistry.
Built Rest's first Digital Experience Design CoE. Led the north-star product vision, the digital rebrand rollout, design system foundations and AI tooling.
Led design across regulation, compliance and enforcement platforms.
Scaled the practice from 4 to 20+ designers. Rest app, TfNSW Live Traffic, a $30M business case for a national charity.
Strategic design across venture squads, from research to MVP.
+18% NPS for an Asia Pac bank. 12 MVPs for BNP Paribas, onboarding cut from 3 months to 1 week.
Service NSW co-design.
Westpac Live and the Mobile Global Design Framework.
Bachelor of Laws · Bachelor of Science (Psychology, Organic Chemistry) · University of Adelaide
Contact