Service Designer – Business Area, Telstra (June 2022 - current)

As the embedded service designer within the business‑area of a major telecommunications provider, I led the design of end‑to‑end customer experiences across multiple products and internal platforms. My role spanned research, strategy, ideation, prototyping and implementation. Key highlights include:

Leads Programme for Tech Services

• Gathered requirements and facilitated meetings with key stakeholders to build current-state customer journey maps, revealing system constraints and pain‑points.

• Facilitated co‑design workshops to define future‑state journeys from both the customer and agent/field‑sales perspectives, generating HMW (How Might We) questions to frame ideation.

• Guided MVP1 and MVP2 launches (Oct‑Nov) which streamlined the lead‑to‑sale process, improved compliance, and drove higher completion rates while reducing cancellations and customer complaints.

• Delivered a dramatic increase in lead volume (from 169 to 784 within one month, with a peak of 1,800 leads) through process redesign and conversion optimisation.

Implemented a new strategy for our Business Hubs (an extension of our retail stores catered to Small and Medium Business customers):

• Conducted 13 in‑depth interviews with retail staff across 10 stores in six states, six interviews with Business Hub specialists, and seven interviews with small business customers to gather insight.

• Synthesised the research into actionable insight and strategic recommendations which informed a full restructure of the Business Hub model — recently rolled out — and yielded positive feedback from staff on the new specialist format.

• Worked with cross‑functional stakeholders (store ops, specialist teams, small business sales & service) to align the new strategy with operational realities and customer needs.

Customer Experience Centre of Expertise (CX CoE)

• Collaborated on multiple CX uplifts including designing an internal platform for 500+ employees: conducted tree‑jack testing, defined information architecture, created wireframes, and facilitated design‑jams, walkthroughs and showcases to communicate design rationale and iterate with stakeholders.

• Planned and led user‑testing rounds: wrote hypotheses and moderator guides, recruited participants, moderated sessions, synthesised outcomes and delivered playback sessions to key leadership and cross‑functional teams. Findings directly informed enhancements to the internal platform user‑experience.

• Contributed brand and internal marketing‑capability by creating the CX Chapter Area logo and full brand guidelines.

• MVP 1 was launched in 2023, and since its re-launch, awareness has increased by 73% and engagement by 28%, according to a recent team-wide survey.

Service Design Graduate (Feb 2021 – Oct 2021)

• Led an internal service‑design project focused on improving a critical internal tool and process. Utilised human‑centred design research methods (fly‑on‑the‑wall observation, surveys, stakeholder & user interviews), developed prototypes, conducted usability testing and synthesised insights into a recommendations report which was presented to stakeholders and resulted in key actions being adopted.

2023 - present

Established in 2023, Plain Rice Studios is dedicated to creating endearing and relatable artworks and products by thoughtfully combining the delicacy of traditional watercolour techniques with the versatility of digital art.

• Product & Art Creation: Designed 100% of all products and illustrated 100% of the artworks featured in the studio’s collections.

• Branding & Design: Created all branding assets and graphic designs in-house.

• Social Media & Content: Developed and managed the studio’s social media presence, with the most engaging post reaching 58,000 views. The account currently has 2,900+ followers.

• Podcast Production: Produced and hosted the podcast Grain by Grain – Artists’ Stories, featuring interviews with fellow artists. The accompanying YouTube channel has grown to 100+ subscribers.

• Market Participation: Since launch, Plain Rice Studios has participated in 8 art markets and conventions between 2023 and 2024, with 12 more scheduled for 2025.

• Sustainability Commitment: In line with our core values, 90% of our products and packaging are eco-friendly.

• Social Impact: We donate 5% of all revenue to support Palestinian families affected by war.

Oct 2021 - Jun 2022

• Took ownership of two pattern designs from Discovery to Design and implementing it into Telstra’s design system.

• Wrote design documentations which are accessible company wide, to guide personnel of pattern usage.

• Created major components and oversaw the UI design for a new platform which hosts Telstra’s articles.

• Joined an internal organisation “Illustration Guild” and created many illustrations whilst adhering to Telstra’s illustration and brand guidelines.

Feb 2020 - Feb 2021

• Defined the design direction and branding for the company

• Developed concepts for the graphics and layout of all materials, including logo design

• Gave consultation on website design

• Liaised with an external printing company to ensure the highest quality for all printed materials

• Designed graphical resumes for clients.

Nov 2018 - 2019

• Brought in a different and innovative approach to a new and emerging concept and was given the opportunity to lead prototype designing for a new product.

• Tasked with generating prototype models for concept designs and packaging.

• Overcame obstacles by skilfully leveraging SolidWorks, achieving design outputs that were selected to be presented at high-level stakeholder meetings.

• Conducted anthropometry and user testing on mask prototypes and took advantage of data output by collating, storing, and assembling intel, resulting in streamlined precision for future iterations and testing processes.

• Diligently generated detailed patent drawings, successfully enabling, and contributing to pivotal component in ResMed’s IP submission process

Nov 2017 - Jan 2021

• Kept class dynamic and engaging and catered teaching to each specific student to maximise student learning opportunities
  

• 40% increase in students receiving awards in competitions
  in 2018

• Several Parents saw an improvement in their child’s behaviour after enrolment