My CV
RECENT ACHIEVEMENTS AND EXPERIENCE
For more details on my experience or to see my full resume, please contact me directly.
AIG AUSTRALIA LTD
NOVEMBER 2021 - April 2022
Various representatives from the profit centers were appointed to work on a Customer Service Initiative that would look into improving our communication with our customers and brokers. This project was a detailed look internally to see where our systems and communications could be improved or changed for consistency across all profit centers. I volunteered to participate to assist the group with synthesizing information gleaned from their research, including the NPS survey, and assist them with setting up the presentation to senior management and to all staff at our quarterly Town hall. I also introduced the teams to the Human Centered Design framework to help them understand the process that would best produce a meaningful final solution.
This project provided valuable experience in CX design and Service Design utilising an Agile methodology and an iterative process throughout.
AIG AUSTRALIA LTD
NOVEMBER 2012 - April 2022
My role at AIG began in 2012 as a Marketing Communications Coordinator where I worked on brand management including our rebrand from Chartis to AIG in 2013, and events including conferences and major sponsorship with New Zealand Rugby (NZR). I also worked on all internal communications, external communications including email marketing, vendor management, digital management of website and intranet, and Media and PR.
In 2016 the role changed to a corporate communications role which meant dropping most of the event management tasks except for the sponsorship of NZR and dropping a large chunk of the marketing tasks such as collateral development, product promotion and providing more of a communication and brand police support role. The digital role expanded with a website migration from Tridion to Adobe Experience Manager (AEM) and the goal of improving the site for our brokers began in earnest.
In 2019 AIG celebrated its 100 years anniversary globally and I was appointed the Regional Centennial Ambassador for Australia in addition to my communications role. My job across all four offices in four states, was to ensure new centenary branding was utilised correctly, centenary messaging was used across the business and in documentation, branding the office, organising events for the year including quarterly volunteering initiatives and a final state by state celebration. I managed a budget and formed working groups in each state to discuss ideas and plan events for each office.
In 2020 I worked on migrating the AIG corporate website again to a new template within AEM and I took this opportunity to recreate the site map and focus on increasing traffic to the site by providing meaningful content and seamless interaction. I worked with profit centers, marketing and product teams to identify broker needs and worked with the digital development teams in New York to assess feasibility.
My major UX project was building a microsite within our AIG Australia corporate site called AIG Academy. The purpose of this site is to enable brokers to earn professional development Certification points (CPD) for their insurance certification by reading articles, watching webinar recordings and more. I developed an automated process whereby the broker would be able to watch a webinar, fill in a form with their details and receive their certificate with their CPD point via email. Should the broker opt in, brokers would have an easy way to stay abreast of all AIG's new products, events or new relevant content and provides a new touchpoint for brokers to interact with AIG should they wish. AIG would have access to valuable metrics and be able to compile a database of users and interested topics to help with future development of rich content for brokers. One of the main considerations taken when building this process is Accessibility and ensuring that anyone could access the content and seamlessly fill out the form to earn their certificate.
VARIOUS CLIENTS
JULY 2021 - DECEMBER 2021
During this 6 month stint, I worked on three projects, two client projects and a personal project. I utilised end-to-end Human-Centered Design process where time permitted, including: Research (Market research, competitor analysis, surveys, and interviews), Problem Statement, Affinity and Empathy mapping, Persona development, Customer Journey Mapping, How Might We questions, Ideation including brainstorming, crazy 8's and storyboarding, Minimum Viable Product (MVP), Card Sorting, User Flows, Information Architecture, Wireframing, Prototyping, Usability testing and client presentations.
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MotoristSOS is an ell encompassing iOS app that assists drivers in Australia in a vehicle emergency and provides maintenance and vehicle management features such as registration or license renewal reminders and logbook history. In this 5 week sprint I worked as UX/UI designer in a team of 5. Due to the short time frame, our deliverables were limited to building a mid fidelity wireframe, providing epics and stories and also providing a basic branding guide for the app.
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charityBay.org is a marketplace website where users could purchase or sell items, with a portion of the purchase or sale price going to a charity of choice selected by the seller. The focus was on a website rather than an app. In this 6 week sprint I worked as Team Lead, working with 4 other members to deliver a mid fidelity wireframe and a seamless seller process.
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Apple Podcast App. This project was my personal project across 12 weeks. The focus of this project was the redesign of the Library section of the app for a more fast and seamless interaction. Research indicated that users were very frustrated with the functionality of the app and not being able to find saved podcasts or access older podcasts or episodes they may have listened to previously. Many users were so confused with the app that they were unaware of the features that existed because it was too complicated or confusing to use. I worked by myself on all aspects of the design process using the double diamond methodology and created a prototype of the library section. I conducted usability testing and reiterated the design where needed to improve the functionality without moving too far from the Apple design.
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