I’m Damien, I’m a UX/UI and Service Designer based in Sydney. My human-centred design approach aims to balance user needs with business and technical requirements to deliver customer-centric and commercially-successful experiences.
To offer online customers more options to receive their purchases, Vodafone launched Click & Collect as an additional service to their free delivery. I conducted and recorded real-world customer journeys and created the service design map, and facilitated user-testing to refine the UX.
Weatherzone is Australia’s leading commercial weather information provider. In 2014, I lead a UX and visual redesign of Weathezone’s digital B2C product suite. The challenge was to appeal to both loyal weather enthusiasts, who love all the detail, while providing a frictionless experience to the millions of people just checking the daily weather.
HotelsCombined is one of the leading hotel search aggregators in Australia, and is HUGE in South Korea. With so many competitors, basic search patterns evolve quickly. In 2015, the HC app needed a refresh and fast. Redesigning an already-successful app in such a competitive space was both an honour and a massive challenge.
I also improved the UX and visual design of Weatherzone’s Business site and online portal, engaging exsiting customers to better understand their industry’s needs.
“Awesome work … a more functional weather site … giving a better user experience … Ultimately this has secured a new long term deal with significant revenue attached …”
Project Manager - Weatherzone
Among the many projects I’ve worked on at Vodafone, none were as exciting as designing and launching Australia’s first Unlimited Data plan. With Optus and Telstra hot on our tail, and the ACCC throwing up hurdles at every turn, we managed to launch first with a complex product that consumers appreciated and understood, resulting in 45% increase in sales in the first week.
RESEARCH - TERMINOLOGY
To validate the use of the term “Click & Collect” (as opposed to “Pick up in-store”), I researched current trends and user awareness.
RESEARCH - USER NEEDS
To explore how HotelsCombined could profile their users using existing data, I researched how industry leaders, online travel stores and information sites, and travellers themselves, talked about their traveling needs, to define user groups and match their specific needs to hotel features.
CUSTOMER JOURNEY MAPPING
Walking in the customer’s shows from end to end and documenting this gives a holistic view of the service, its highlights, and its flaws. These maps form the basis of a customer-led Service Design Blueprint.
Workshops bring people together, give them an opportunity to share their ideas, and bring information out of them that they might otherwise think isn’t useful. Workshops are fun and inform design decisions.
Using UX to align a business’s online and real-world experiences as one holistic experience.
SERVICE DESIGN BLUEPRINT
Using a customer journey map as the basis, Service Design blueprints capture what happens behind the scenes as customer use a service, highlighting wins and areas for development and/or improvements.
2017-Present - Senior UX/UI Designer
Client side | Web, Mobile, App (Native and Hybrid)
As a Senior UX/UI Designer in a great team, I provide end-to-end UX design for desktop, mobile and app, from discovery phase workshops, through the design iteration/testing process (including stakeholder management), to final UI design and dev support. I also supported the Service Design stream for our Digital transformation project, working with Deloitte.
2015-2016 - Senior UX/UI Designer
Client side | Web, Mobile, App (Native and Hybrid)
As Senior UX Designer I managed designers and worked with data analysts and development to A/B test improvements to a product that is translated into over 30 languages and has over 13million users per month. I also established UX thinking more into the development process, developing closer relationships with the development team.
- Redesigned user account and tools, contributing to 400% increase in memberships
- Refined 7 breakpoints to 1(+ a minimum width), improving productivity for both Design and Dev teams
- Improved App home screen and calendar, contributing to 4.5% increase in bookings
- UX and Visual Design for online booking, contributing to increase in revenue across all markets
- Creatively directed the production of complete online Style Guide
- Established UX/Design review process within development phase, workshops and stakeholder meetings
2012-2015 - UX/UI Designer
Client side | Web, Mobile, App (Native)
Working with the Fairfax UX Team, I redesigned weatherzone.com.au, and the Weatherzone iPhone App, as part of a user-focused rebranding of all Weatherzone products. I also designed customized data and map-based B2B interfaces, and worked with 9News and Yahoo7 to translate their weather pages into refreshed responsive designs.
2011-2012 - Digital Designer
Client-side | Web
I assisted the company’s transformation to a digital-focused product by designing and developing promotional and reusable digital elements. I also created journalistic infographics.
2010-2011 - Content Editor/Designer
Client-side | Web, Tablet
Working closely with development, branding, store product managers and warehouse logistics, I lead a team of two junior designers to develop the UX, visual design and content for Strathfield’s eCommerce site and for www.tasteliving.com.au.
Discovery workshops (Info gathering, scoping, sketching)
Wire-framing (Sketch, Axure)
Design (Sketch, Axure, Photoshop)
Prototyping (Sketch+Invision, Axure)
User testing (scripting, facilitating, analysing)
Dev support (Zeplin)