01 My services
Stakeholder Alignment
Getting clients, teams, and users on the same page.
Skills: Brief scoping, presentations & proposals, alignment documentation
Service Design
Designing end-to-end services that work front-stage and back-stage.
Skills: Service blueprinting, systems design, co-design facilitation
Strategy & Framing
Making sure you're solving the right problem before investing in the solution.
Skills: Value proposition & business model design, design thinking / double diamond
Synthesis & Insight
Understanding users, markets, and the landscape before anything gets designed.
Skills: Research synthesis (affinity mapping & theming), persona & empathy mapping, journey mapping
Prototyping & Testing
Making ideas tangible and validating them with real users.
Skills: Wireframing & prototyping, usability testing & iteration
Research & Discovery
Understanding users, markets, and the landscape before anything gets designed.
Skills: Research synthesis (affinity mapping & theming), persona & empathy mapping, journey mapping
02 mY pORTFOLIO
03 about me
I left school early and spent many years working in frontline customer service roles across high-pressure industries including telecommunications, energy, superannuation, and salary packaging.
Those experiences shaped my instinct to advocate for customers, simplify complex systems, and improve experiences for everyday people.
During COVID, I returned to study through a Diploma of Graphic Design, drawn to branding, visual storytelling, and the emotional impact of design.
While working in graphic and content design, I continued into a Bachelor of Communication Design, where I discovered a stronger passion for UX and service design — particularly the research, problem-solving, and human-centred thinking behind improving products and services.
04 Education
2026-2027
Postgraduate Certificate in Service Design
RMIT University
Currently undertaking postgraduate studies in service design through RMIT University, building deeper knowledge in systems thinking, strategic design, behavioural insight, and designing end-to-end services across complex customer and organisational environments.
2022-2023
UX Career Launcher
Harness Projects
Completed a 6-month intensive UX programme working on real client projects under industry mentors. Developed practical experience across UX research, service design, wireframing, and prototyping while also completing certifications through the Interaction Design Foundation.
2021-2025
Bachelor of Communications Design
Torrens University | Billy Blue College of Design
IDeveloped creative problem-solving and visual communication skills through project-based design thinking and the Double Diamond approach. Focused on translating complex ideas, systems, and concepts into engaging visual and user-centred outcomes.
2020-2021
DIPLOMA OF GRAPHIC DESIGN
Torrens University | Billy Blue College of Design
Built foundational skills in branding, layout, typography, and visual communication, while first being introduced to user experience principles through packaging and customer-focused design projects.
2005-2020
FRONTLINE EXPERIENCE
Various companies across telecommunications, financial services, health insurance, IT Support
Over 20 years of frontline customer service experience across telecommunications, energy, superannuation, salary packaging, and corporate support environments. Developed strong skills in communication, problem solving, conflict resolution, and understanding customer pain points firsthand — shaping a practical and empathetic approach to UX, CX, and service design.