The problem
Angle Auto Finance was purchased by the private equity firm Cereberus, four years ago from Westpac.
Customers were unable to access or change any details of their loan without calling customer service. Communication was left to the customer which put pressure on the call centre and there was a great deal of negative feedback being reported on Google Review because of the lack of a customer portal.
Team
UX Designer
Product Manager
Scrum Manager
Solutions Architect
Multiple Developers
Deliverables
Ready for development prototypes
Personas
User Journey
Usability testing
The solution
I designed an MVP responsive customer portal to reduce the number of queries to customer service and improve the customer experience.
The design included the creation of a design system to support the portal and the ongoing feature development. The website for Angle was updated. Accessibility was taken into account for all parts of the platform and a program of user testing was carried out to validate the design decisions.
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Launched in May 2025 there has been a great reduction in calls as well as an uplift in Google Review rankings. While not yet released to the full back book of all Angle Auto Finance customers the portal has been taken up by over 12,000 organically.
The problem
Lighting Engineers at Arup undertook an extensive Australia wide study, in collaboration with Monash University to identify feelings of safety for women at night. They found that one in two women feel unsafe at night.
The engineers needed help expand the lighting methodology and create a global Lighting Vulnerability Assessment which was transferable and replicable. They also needed to set up a community outreach system and market the concept so clients, (mainly local councils) could prove need for better lighting.
Team
UX Designer
Product Manager
Developer
Deliverables
Ready for development prototypes
Personas
User Journey
The solution
I carried out a number of empathy interviews with different lighting engineers across the world to identify the core problem and needs of the engineering teams. Then carried workshops with local councils, core clients and people who had taken part in the study.
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From the synthesis we determined to design two digital tools to simplify and commoditise the assessment. An internal digital platform for the assessments and a web application which sits on clients websites to allow community feedback. These were developed to the pilot stage and need proper user testing before it can be used as an MVP.
The problem
Founded in 2009, RecordPoint creates cloud-based information management solutions and compliance services. RecordPoint’s intelligent information management helps regulated companies and government agencies reduce risk, achieve greater operational efficiency, and drive collaboration and innovation. RecordPoint has offices in Seattle, Sydney, Melbourne, and London.
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RecordPoint is in the process of developing a range of Machine Learning capabilities across their platform. These are particularly useful for Record Managers who are having to sort through terrabytes of documents. What is important is to understand how much a user needs to know to use these features.
Team
UX Designer
Product Manager x3
Developer x5
Deliverables
Ready for development prototypes
Personas
User Journey
The solution
The first part of the process was to properly identify the persona and the problem they were facing. The next step was to work through the user flow, which would be needed to create a Machine Learning model and apply that to a data set.
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From that point I developed a range of prototypes which the developers have built and at present are testing with a range of customers. I have continued to iterate on the design based on the feedback which has come from customers as well as reacting to the constraints the engineers pointed out.
The problem
The client is a practicing accountant and wanted a way of encouraging users to submit proper records of expenses and work travel on the go. When I came onto the project the design had been finalised and my role was primarily to test the application and create a marketing strategy for the launch which would allow for ongoing testing and gathering of user feedback.
Team
UX Designer
Developer
Deliverables
Ready for development prototypes
Native mobile application launched in both app stores
The solution
I designed an MVP which was engineered and after initial testing the app was made available in both Google Play and Apple Store. It is a mobile application which tracks work travel and allows users to scan receipts. The client wants the app to include AI features and to eventually act as a personal accountant in your pocket but this will only come through further using testing and the development of that data.
The problem
8D Digital were developing a Stored Value & Automated Fare Collection card for the Philippines.
The Automated Fare Collection (AFC) was undergoing initial testing while the Stored Value Card was in the final stages of design. The AFC was being used Quezon City, Manila by JICA who operate E-Trikes and by a transport group in Marikina called YellowDot.
Team
UX Designer
Developer x6
Deliverables
Ready for development prototypes
User journey mapping
Service blueprint mapping
User testing
Testing
I traveled to the Philippines and developed a set of testing criteria to establish the OKR metrics to determine the success of the trial. The objective while in Manila was to identify usability issues with the card, driver application and administration screens of the PeraPay system.
The solution
I discovered issues with the original design of the card - the concession card too closely resembled the standard card. I was also able to identify improvements to the administration dashboard.
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The next step was to transfer these design updates into wireframes. These were put into Invision for developers to incorporate into the mobile driver application and the desktop.
RESEARCH
We had found the problem but needed to know WHY before it could be fixed
RESEARCH
The problem
The brief was to assess Storage King's existing website. To apply UX principles to identify usability issues and improve website sales of storage units.
Research
Team
UX Designer x2
Deliverables
Ready for development prototype
Presentation of project
The research was broken into four components:
1. Heuristic Evaluation - we applied design principles and found flaws in the site's flow
2. Competitor Analysis - Storage King's competitors have a much simpler, easy to use interfaces on their websites
3. Usability testing & interviews - the assumptions needed to be tested with the right users
4. Storage King's Google Analytics - quantitative data on users dropping out of the site before completing basic tasks
Analysis
After collecting insights from the research it needed to be synthesised to distill the key findings and discover the core problem.
The three tools used were:
1. Personas - to detail the common problems
2. User Journeys - to map out where the pain points were occurring
3. Value Proposition Canvas - outlined the exact pain points and their solutions
Design
The prototype focused on simplifying the user flow for completing tasks.
The project had to be completed in three weeks but there was enough time for testing and iterating on the prototype.
Results
The client was very happy with the results. The prototype improves the flow of the site and addressed the key problems laid out in the brief.
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The design recommendations have been implemented by Storage King.