Selected work
NZAA
Fixing the drop-off in a Life Insurance application journey
Validated a new life insurance application flow through 4 rounds of usability testing, directly addressing the high drop-off rate between quote and purchase that was limiting NZAA's competitiveness in the New Zealand market.
Pepper Money
Designing Pepper Money's first digital mortgage
Transformed a paper-based mortgage application into Pepper Money's first fully digital, self-service journey, reducing inbound call volume and eliminating manual data entry errors.
Pepper Money
Unifying a fragmented customer portal to cut call centre volume
Increased online access to Pepper Money's loan products by 10% by consolidating fragmented portals into a single self-service platform, significantly reducing contact centre call volume.
Commonwealth Bank
Modernising CommBank’s business app in two weeks
Designed a high-fidelity proof-of-concept that demonstrated how Commonwealth Bank's outdated business banking app could match the quality of their consumer experience, delivered in a rapid two-week sprint.
NSW Land Registry Services
Rebuilding a government website from scratch
Redesigned the website for a 160-year-old government service, replacing a navigation so broken that users were resorting to Google and ChatGPT just to find pages on the site.
NSW Land Registry Services
Consolidating property services for professional users
Consolidated two separate professional portals into a single unified platform, using card sorting research with 20+ participants to define an information architecture that matched how users actually think about the services.