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I think, I believe, I design therefore, I am… so a bit about me!

With a passion for making things easy to use, I have formal training in user experience design and business communication.

I love design. I love to explore how and why people use things. I love trying to find a better way, a new opportunity…

I currently lead Design and User Experience for Flight Centre Limited. We are a new team and building up the capabilities and culture of researching and talking to our customers, involving them in design and testing, and doing it over and over again!

Specialties

  • User experience design
  • Usability testing
  • Interaction and interface design
  • Mobile web and app design and usability

Things I might do in a typical day*

*Perhaps not all on the same day!

  • Write usability test plans
  • Develop interactive prototypes using Axure
  • Work on some high-fidelity interface mock-ups using Photoshop
  • Conduct click tracking tests online using Chalmark (by Optimal Workshop) – distribute via social media channels
  • Conduct one-on-one usability testing using Morae to record the sessions
  • Set up an ‘ideas wall’ to get feedback on designs from staff and stakeholders
  • Analyse click tracking behaviour from ClickTale reports
  • Conduct A/B testing on a particular form to imrpove conversion rates
  • Develop and refine personas
  • Get on the phone and talk to customer facing staff
  • Review Kampyle feedback, compliments and complaints from our website – act on quick wins and identify big issues, trends and opportunities
  • Perform heuristic reviews and make recommendations on design and interactions based on best practice and experience
  • Collaborate with the team – brainstorming, strategy sessions, define customer journeys, use personas to walk through scenarios

Education & memberships

  • Queensland University of Technology, 1994 – 2001
    • Bachelor of Arts (Communication Design)
    • Bachelor of Business (Communication)
  • Certificate 4 in Management
  • Member of UPA – Usability Professionals Association
  • Member of Golden Key National Honour Society

Experience

Download my Resume (PDF)

I have worked in online design since 1999. I started out as a designer and found myself thinking about how people interacted with the websites I was creating. I wanted to know what worked, what didn’t and most importantly, why. I naturally progressed into UX and have extended my skills into product and service analysis and design.

Here is a summary of my career history. Please see my profile on LinkedIn for more details.

Flight Centre Limited : Leader, Design & User Experience

  • Leading online design and user experience for Flight Centre, Student Flights, Escape Travel and associated brands
  • Establishing Flight Centre’s first Design and UX team

Peak Usability : Senior Consultant – Usability and Interaction design

  • Research & analysis
    • Business research: stakeholder interviews, workshops, strategic & competitive analysis
    • Customer/user research: focus groups, interviews, collaborative design workshops, web stats analysis
  • Design
    • Interaction design
    • Interface design: wireframes through to finished design
    • Information architecture design
  • Testing & eva luation
    • Heuristic reviews & cognitive walk-throughs
    • Usability testing
    • Information architecture testing: one-on-one & remote
    • Project Management
  • Training
    • Presented full-day training courses in Brisbane, Sydney and Melbourne on Web Usability, Interaction Design and Usability Evaluation & Testing

Virgin Blue Airlines : Usability and Design Specialist (various positions) (2007-2010)

  • Develop and manage online strategy and continuous improvement for:
    • Virginblue.com.au static website and Internet Booking Engine
    • Flypacificblue.com static website and Internet Booking Engine
    • VAustralia.com static website and Internet Booking Engine
    • Optimise flight and ancillary revenue 
    • Define and manage user centered design and accessibility standards
  • Gather and analyse both business and customer requirements
    • Online experience design and testing
    • Depth interviews and focus groups
    • Observational studies and task analysis
    • Eyetracking analysis
    • Survey design
  • Produce wireframes, low-fidelity and high-fidelity mockups and prototypes
  • Interpret and make recommendations based on website analytics
  • Advanced Photoshop, HTML/Dreamweaver, CSS skills

Suncorp Bank & Insurance : Online Customer Experience Advisor

  • Customer experience lead for:
    • Suncorp website redesign 
    • GIO website redesign
    • GIO online insurance quoting and fulfillment system
    • Breakthrough Wealth Management product design
    • Intranet redesign

eGlobal International : Design and Usability Specialist

  • Design and develop websites, Intranet and extranet applications
  • Consult in design, usability and online strategy
  • Manage brand and marketing strategy
  • More than 50 projects for clients including BHP Coal, Ericsson Australia, Optima Computers, NSW Police, Queensland Art Gallery, Jasmin Skincare, multiple government departments and small to medium enterprises.

Queensland University of Technology : Multimedia Tutor

  • Deliver seminars and tutor students in the technical and creative areas of web design, usability and multimedia development

Speaking and presentations

  • Flight Centre Online Global Conference February 2012
    An iterative design process
  • Flight Centre Online Global Conference January 2011
    User Experience – understanding our customers
  • Interactive Minds March 2011
    User Centred Design in conversion optimisation
  • Training course facilitation for Peak Usability (8 courses during 2010)
    Interaction Design, Introduction to Usability, Usability Evalution and Analysis
  • Ark Group Intranet Design 2004
    User Centred Design to redesign your Intranet
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