Work

Case studies from my research and service design work in government and industry.

• Who can act for whom: authorisation in Australia's digital identity system

  Mixed-methods research for the Digital Transformation Agency on how people and businesses authorise others to act for them, and the models that came out of it.

• Replacing AUSkey: usability testing the ATO's Relationship Authorisation Manager

  Three rounds of iterative usability testing for the system that replaced AUSkey, taking task success from 76% to 98%, with an exploratory trial of EEG to measure cognitive load.

• Voice of Customer at WooliesX: from survey scores to causes

  Turning Woolworths Online's weekly customer survey into analysis product teams could act on: automating the data pipeline, finding what actually drove satisfaction, and linking software changes to customer outcomes.