Decoding complexity
User Journey Maps
My Role
Graphic, UX & UI Lead – Visual Design, Wireframe and Rapid Prototyping, UI Design, Customer Journey Design, User Research
Timeline & Status
12 Months, Launched June 2024
Software
Overview
The client aimed to own the customer experience and establish industry-leading north star metrics to demonstrate its success.
The work began with extensive user research to understand the needs of the customers and contractors the client interacted with daily. This research allowed us to identify pain points and map out customer journeys for both internal and external users of the client’s customer portal.
I then led the creation of wireframes and prototypes for the portal, playing a pivotal role in defining the visuals and user experience within the Salesforce framework.
The portal’s launch was met with outstanding feedback from both the internal client team and the external contractors and customers.
Internal User Journey Maps
The internal user journey maps I created for this client allowed us to visualize the complexity of their current process and highlight pain points, redundancies, and unnecessary handoffs. These insights enables us to prioritise improvements, streamline processes, and enhance the overall user experience. By eliminating redundancies and improving communication channels between teams, we were able to increase efficiency, productivity, and ultimately deliver an exceptional service for their customers.
External User Journey Maps
The external user journey maps I created based on over 80 interviews and 11 user stories; allowed us to visualise the individual journey a typical customer experiences as they engage the energy infrastructure providers services. Each story demonstrated the different touch points the customer would make in a typical interaction with the client, and outlined the pain points experienced throughout the journey.
These user journey maps were instrumental in communicating the customers wants and desires to the organisation's key stakeholders, enabling greater decision making confidence and a more thorough understanding of the complexity faced daily by both user and employee.
My Role
Creative Lead – Visual Design, Customer Journey Design
Timeline & Status
2 Months, 2019
Software
Overview
The goal of the project was to envision a future roadmap for enhancing the everyday experience of Suncorp employees through the integration of artificial intelligence and machine learning in critical processes such as sourcing, onboarding, upskilling, and offboarding.
Throughout the project, I collaborated closely with the iX team to conduct extensive user research within the Suncorp organization. Leveraging the insights
gathered, we crafted a comprehensive employee journey roadmap presented in large format. To further engage stakeholders and communicate our vision effectively, I produced an animated whiteboard-style explainer video that highlighted key findings from our research and showcased our transformative vision for the organisation.
The outcomes of the project were exceptional, garnering Suncorp’s utmost satisfaction and earning our team a perfect Net Promoter Score (NPS) of 100%. Suncorp expressed their enthusiasm for the resulting outputs, underscoring the positive impact our work had on their organization.
Furthermore, the success of this project was recognised through the Shining Star award bestowed upon our team. It has also become a example of best-case design for customer journey maps across Australia and New Zealand within the IBM network. Building on this, I have gone on to create similar designs for multiple banks and insurers, further solidifying the project’s influence and reputation.
Employee Experience Roadmap
By imagining the professional paths of four individuals through the client’s company, I showcased how the implemented technology seamlessly fit into their routines, enhancing not only their efficiency but also their job satisfaction from onboarding as a new hire, to offboarding as someone leaving the organisation.
The user journey design effectively identified and emphasised important aspects such as the thoughts and feelings of the users experience at different stages, as well as performance metrics, key experiences from the user, and principle pillars while aligning with the organisation’s overall business strategy.
My Role
Graphic Lead – Visual Design, Customer Journey Design
Timeline
~2 weeks per journey in 2016 and 2017
Software
Overview
The project aimed to illustrate the evolution of water systems for internal staff and external customers by integrating technology for a prominent New Zealand water provider.
The campaign was immensely successful, leading me to develop a similar variant for a major Australian water provider.
I worked closely with the client and delivery teams on crafting content and refining visuals throughout both projects.
The final deliverables were highly praised, consistently attracting new business as an inspirational model for many clients.
Water User Journey Maps
The user journey maps created enabled the client to visualize their strategic transformation goals and understand the impact on stakeholders, staff, and their day-to-day customers. The designs also highlighted key benefits of the campaign and its enabling capabilities.