SERVICE DESIGN

As a service designer, I delve into complex environments with many different stakeholders to identify opportunities to improve service delivery models and offerings and connect information and experiences in ways that make sense to both organisations and their customers.

Most notably, I worked in the Victorian Government for 3 years mapping complex service delivery models against the key life events of Victorians to connect the most important moments of these events with the information and services they needed.

My work includes:

• Mapping the experience of people against the places and things they will use (journey mapping)

• Researching the experiences of both people within an organisation and those outside it to identify opportunities for improvement (pain point and opportunity identification)

• Field research

• Stakeholder engagement and comprehension of business objectives or considerations

• Artefact creation

• Workshop design and facilitation

• Prototype concepting and testing

• Current state audits and competitor analysis