At the risk of simplifying the amount and diversity of work that I have done, I will try my best to focus on some highlights. As with all aspects of product delivery within a large organisation, it takes a dedicated team of specialists as well as the vision and support of senior and executive leadership.
As Senior Product Designer, I worked within a small cross-functional, agile app squad to develop customer journey maps, wireframes, prototypes for user testing, and internal communications as well as produce high fidelity designs, animations, and user flows for iOS and Android development. Working collaboratively with teams across the organisation to bring digital products to life and develop unified customer experiences across multiple touchpoints and channels within a complex, technical ecosystem.
My Optus app is the principal application in which Optus interfaces with customers to manage all aspects of their mobile, home internet, and fixed phone line services. With more than 2.5 million active weekly users nationally and growing, a strong focus is placed on self-service capability which provides customers access to a diverse range of services, insights, tools, guides, products, and features.
01
iOS Data Usage Widget
Requiring a much-needed development update to support Apple's iOS version as well as an increased request from users in the App Store, I was provided with the opportunity to refresh the design of the data usage widget. With support required for over 30 states, across multiple service types, I had to standardise the interface to reduce development complexity, retain existing system data structure while delivering a simple and intuitive interface, and earn a place to be displayed alongside a user's existing widgets.
iOS 14+, Widget, Data Vis
02
Shop
Worked collaboratively with Sales teams. North star personalised user experience prototypes, user testing, detailed specifications for customer value teams, Apple and Samsung approvals. Quarterly award winners for exceptional process, execution and sales revenue.
ecommerce, shop, sales
03
Various features
Given the chance to collaborate closely with the CEO in realising Kelly’s vision, I was able to craft an engaging user interface for the Donate Your Data feature within the app, enriched with supporting Lottie animations. Donate your data consistently pushed NPS of +80 with the programme providing much needed internet access to young people, their families and other Australians who might be doing it tough.
Some of my proudest moments where on 2 occasions, my work was presented by executive leadership to the Singtel board in Singapore for the Donate your Data and Optus @Home 5G experience. This led me to win the prestigious Optus Wingman of the Year award, the first Product Designer to receive the award.
I really enjoy the ‘what’s next’ either through small, incremental change or larger, sweeping strategic visions, I find concept innovation an important part of the role of a Product Designer. It keeps things fresh and also inspires others. It’s really great for those “how might we” conversations with Product Managers to pull up components, patterns, and prototyped concepts to help visualise, ideate, and drive innovation.
04
Design System
My initial introduction to Figma was sink or swim. Like a lot of other designers that have made the transition to Figma, it’s the 100 small things that it makes it the application of choice for the modern designer (cue black t-shirts and oversized Gucci glasses). I was part of the small team to have robust conversations with the nice people at Figma to bring the application to Optus at an enterprise level.
I undertook the task of recreating the app’s Sketch library from scratch rather than trying to import into Figma. This provided me with a deeper understanding of the application. I really enjoy building design components that are easy to use, scalable, and centrally distributed and I find this has some grounding in how I approach website development. A basket full of components is great and allowed me to share across the design chapter and do my day-to-day, but lacked the deeper meaning without documentation.
At this point, all the work I had done was self-initiated and was outside the remit of squad life on top of which I had effectively standardised the typography for both Android and iOS, mitigating the longstanding issue that hindered smooth collaboration between designers and engineers during handoff and development. I desperately needed support to take it to the next level. Fortunately, I was able to bring on a graduate experience designer to help document the now increasingly large set of components, patterns, colors, spacing and typography and then continue the process with 2 lovely designers from Mckinsey. This was a great opportunity to mentor and also learn, share the love and gain support for the importance of a design system when designing at scale.
