I make the complex simple

Led AI-accelerated discovery for the University of Melbourne Student Services Transformation, helping stakeholders evaluate future-state concepts before committing to Salesforce migration and platform investment decisions. The result was a clearer product vision grounded in evidence rather than assumptions.

Helped RMIT University transform a complex web ecosystem into a scalable, accessible digital experience and design system, reducing the gap between strategic vision, governance requirements and implementation.

Redirected NRMA Insurance's loyalty strategy from transactional rewards toward trust and tenure recognition, creating a customer-validated roadmap that informed future investment decisions and delivery priorities.

Mapped end-to-end experiences across University of Newcastle services, exposing failures and dependencies that individual teams could not see in isolation and informing a roadmap of 420 prioritised improvements.

Led discovery and evaluation across Victorian Government service transformations, revealing that customer confusion often presented a greater barrier than paper-based processes. This shifted attention from digitising transactions to improving service clarity.

Evaluated digital identity services for Births, Deaths & Marriages Victoria, identifying trust, transparency and adoption risks before implementation and thereby influencing procurement decisions.

Used comparative usability testing for Consumer Affairs Victoria and other government services to expose where expert expectations diverged from customer behaviour, helping teams avoid designing for internal assumptions.

Led research for Sportsbet's mobile experience, transforming thousands of observations into actionable recommendations. The resulting changes contributed to a reported 10% increase in customer wallet share after launch.

Embedded experimentation into product development at Sportsbet, helping teams identify customer and product risks before launch when change was still inexpensive and practical.

Built and tested navigation prototypes for RMIT University, replacing stakeholder opinion with customer evidence when making information architecture and design decisions.

Used prototypes across Victorian Government programs, including services delivered through the Department of Justice, to align stakeholders around shared service concepts before implementation.

Converted research findings from projects including Landmate, Consumer Affairs Victoria, Births, Deaths & Marriages Victoria and the Neighbourhood Justice Centre into practical recommendations that delivery teams could implement.

Established design-system foundations across multiple digital platforms, including work for RMIT University, connecting design decisions with implementation standards and governance.

Delivered production-ready solutions for organisations including Commonwealth Bank, Honda, Chevron, Caltex, Tatts, TABCorp and TAFE NSW, bridging the gap between design intent and technical implementation.

Designed and developed digital and physical experiences for Tatts, combining customer engagement, jackpot information and local advertising into a unified interactive system.

Turned research, stakeholder input and organisational priorities into delivery roadmaps for University of Newcastle, NRMA Insurance and Victorian Government programs, helping decision-makers sequence investment and implementation.

Identified unmet customer and organisational needs across Victorian Government, University of Newcastle and NRMA Insurance initiatives, helping stakeholders focus on the opportunities most likely to deliver measurable value.

Connected customer insight to retention, accessibility, adoption and operational efficiency outcomes for organisations including NRMA Insurance, Telstra, University of Melbourne and multiple Victorian Government departments, enabling informed executive decision-making.

Designed and led workshops for NRMA Insurance, Victorian Government agencies and university stakeholders, creating alignment around decisions rather than simply generating discussion.

Helped stakeholders at the University of Melbourne, University of Newcastle and Telstra navigate competing priorities through structured evaluation and transparent decision-making frameworks.

Facilitated collaboration across executives, delivery teams and subject matter experts at organisations including Telstra, NRMA Insurance and Victorian Government departments, turning complexity and competing agendas into practical next steps.