User Experience, Customer Experience

AI Workflow and integration

I was working on some AI projects late last year. Two involve generative audio for podcasts, video and help content. Another is a sentiment analysis model. In another, I'm running experiments in several mediums for a business integrating AI workflow. I’ve been downloading models, merging and training them using a tool recommended by the AI meetup group in Sydney. I’ve been exploring ‘Human-in-the-loop’ workflow.

A generated speech example. Click on the play button.

City of Melbourne

Senior UX Architect. A five month contract for the City of Melbourne helping the user experience team. I provided CX/UX and helped build prototypes of the interactions. I participated in meetings and presentations with the team. We mapped the user journeys for previous and emerging criteria.

EngageTV

EngageTV is a programmatic buying network. CTV, BVOD, DV360 and YouTube Advertising. I provided research, UX and Service Design. I wrote the Requirements Definition Document for the system. I created flow diagrams and wireframes. I built a brochure site in WordPress for the launch. I worked out combined reporting metrics and dashboards from the data sources. All presented in LookerStudio and Metabase. Agency: Switch Digital

Cruiseco

UX Lead, Customer Experience and Business Analyst. A 200 retail outlet cruise travel group with all major cruise line APIs. A ten month redesign of the service, interfaces and the back-end booking system. I wrote the requirements for the project. A headless CMS architecture was eventually chosen for the front end. This integrated into the back end booking system; Odysseus. The system incorporated the B2C customer interface (with booking), a B2B Agent Portal (with tools and training) and a customer management interface for agents.

Inchcape

A 10 month contract as UX Lead to redevelop the dealer network online. 47 dealers with brands such as Subaru, KIA, Volkswagen, Mitsubishi and Isuzu. I polled stakeholders, conducted research, mapped user journeys and wrote requirements. I created wireframes and prototypes. Consistency was key in presenting functionality, vehicles (new and used), organising test drives, booking a service and managing vehicle ownership. I presented to the dealer groups who flew into New South Wales. I coded up the HTML/CSS/JavaScript for each brand group.

Toyota

I was a UX Lead and Business Analyst. The 12 month project was a complete redesign of the Toyota Website. Also a CMS implementation (Sitecore) and an automated development pipeline for the vehicle hubs (Camry, Corolla, Yaris, Hilux etc). I supplied research, user journeys, requirements, wireframes and a UX prototype. I wrote help content, developed an approval process and presented to clients and teams. I coded the responsive front end code and some adaptive pages (about 200).

CareerOne

A twelve month contract as a Business Analyst and UX Lead redeveloping CareerOne. I polled stakeholders, analysed the current system and devised solutions with the team. I wrote the Requirements Definition Document (Business, Functional and Technical). I created new data structures for the service and helped integrate the contextual search. I created training materials, wireframes and development prototypes.

Disney/Paramount Pictures

Two projects for Extend Media in Boston. Magento Enterprise online stores for Disney and Paramount. I fine tuned existing UX, wireframes and member user journeys. I created Requirements Definition Documents. For Paramount I explored and documented cross-sell, up-sell opportunities. I coded up the front end code for both solutions. I presented my documentation and results to teams in Canada, US and India.

Siebel Oracle eDocs

I worked as a member of the professional services team at edocs. I used their proprietary tool to specify data ranges in flat file data for quick web delivery. This was for customer self service and online billing interfaces. Online billing of Banking, Telcos, Healthcare, Education and Insurance. I created UX/CX architecture and interfaces for many well known US websites. The company had 77 million billing customers looking at these interfaces worldwide. I also worked with the team creating an online billing publishing pipeline.

Modern Boating Magazine

I built a CMS and Classifieds Engine within the Modern Boating Magazine website. I wrote a requirements definition document. I created all the UX and Data architecture and coded the system in PHP/MySQL/HTML/CSS and JavaScript.

Warehouse Ordering System

Stephen Salgo sales (now acquired) was the leading provider of hospitality supplies. Crockery, cutlery, glassware, kitchenware, bain-marie, pots, uniforms, footwear and more. Approximately 9,000 products in total. I built a full catalogue system for all the products based on the print version that was being used. I built a data feed to load products and pricing into the site every day. This included personal pricing for member groups. They saw their price online. Users could search, create their order and submit it. The order was transferred to the warehouse for packing and delivery. I created the UX and Data Architecture. 12 month contract.