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HUMAN-CENTRED & SERVICE DESIGN
I utilise systems and design thinking and tools to form recommendations and requirements to develop comprehensive user-focused services, solve complex problems, and deliver strategic outcomes. When we have multiple subject matter experts and stakeholders involved, I work with my team to identify the best ways to draw out their knowledge, and create materials that will be utilised in this process. I capture findings and present them back to the stakeholders in a relevant, structured and prompt manner to ensure they feel heard; confirm our understanding; and identify gaps, risks, issues and opportunities. I provide feedback, suggestions, ideas and demonstrations to my team when we need to improve our approach to achieve outcomes.
Some examples of my work include:
Process maps - to build a shared understanding of the steps, future state opportunities, risks and issues, and outstanding questions.
Facilitation - of training sessions, developed a structure and materials workshops, and taking live notes on our screen-shared templates to confirm the clients' views.
Information design - to improve artefacts, display findings, explain complex information to stakeholders, and communicate our recommendations.
Customer journey maps - to display the complex transactions in an easy-to-interpret way. I worked on a common visual language and templates for these, so that various teams could map at different levels.
Usability testing - I took detailed notes of and facilitated some usability testing sessions, edited the prototypes, and inserted findings into reports
Desktop research - literature reviews, and discovery work.
Behavioural Insights (BI) - I assisted to analyse the behaviours and barriers, and generate ideas for interventions. I drafted BI recommendations to rectify a form question and behaviourally informed letter.
User interface - I reviewed and provided feedback as Business Service Catalogues for three new transactions were being developed