I'm a User Experience designer. I make complicated software easier to use.
Think of the websites, phone apps and computer software you can't avoid: paying an energy bill, switching a phone plan, getting through a government website. When it's confusing, people get stuck, give up, or call for help. My job is to find out exactly where they get stuck, and fix it. I talk to the people using it, watch what they actually do, and check that against the numbers. Then I redesign it so it makes sense. For twenty years I've done this for Origin Energy, NAB, Qantas, Toyota, and the ACCC, among others.
Melbourne, Australia · UX Designer · 20+ years on banking, energy, telco, and government software
Some directly, some through an agency, some as an employee. Each case study explains how.
I talk to the people who actually use your product, and I watch what they do, not what they say they do. Then I read that against the numbers: where people drop off, what they never click, what makes them call for help. Patterns show up. By the end, we know the real problem, not the one everyone assumed.
I sketch the fix, put it in front of real people, and improve it until it works. I stay on it from the first conversation to the day it launches, so nothing gets lost when it's handed to the engineers. I leave your team a tidy kit of reusable parts, so the work holds together after I'm gone.
I use AI to do the slow parts faster: reading mountains of notes, sorting patterns, drafting first drafts. It never decides what's good. I run it on my own computers, so your information never leaves the room. Every real decision stays with me.
Origin Energy's traders place electricity bids every five minutes from one tool I designed, instead of juggling old, clashing apps. It's become the platform Origin leans on most.
Banks apply to join Australia's open banking scheme through a portal I built at the ACCC, where I was the first designer and started the design team from nothing. The hard part was turning hundreds of pages of law into clear steps an applicant could actually follow.
35% more customers fixed their problem without calling, and common fixes got about 40% faster, after I rebuilt Belong's internet support on Salesforce during COVID.
More people finish AIA Australia's online life-insurance form now that it's a clear, step-by-step process instead of one long, confusing page. It worked well enough that AIA hired me to lead the build.
Twenty years of design work didn't stop mattering when AI arrived. Asking the right questions, watching the right people, reading the numbers honestly: that's the part a model can't fake. AI reads faster now. The judgement underneath is still earned the slow way.
I treat AI like an intern: great for the grunt work, never trusted with the final call. That one rule is most of the difference between AI that wastes your time and AI that earns it back.
Short notes on the work and the tools, as they change.
What changes in the way a designer draws the next screen once they have learned the plumbing: latency, friction, documentation, and the quiet dividend of seeing what is underneath.
A multi-agent orchestrator that lets two local models argue, summarise, and write together, and the context-window trick that keeps the conversation from collapsing.
Self-hosted Git, a CI runner that actually runs on my hardware, and the fourteen-second path from 'git push' to a live site.
A containment architecture for autonomous agents that can write and execute their own code, and why ephemeral is the safety property that matters.
A node-based visual programming environment for image generation, the GPU driver patch that cost a weekend, and why exposing the graph is a feature, not a bug.
I take on a small number of projects at a time: as a contractor, as part of your team, or as an advisor. Mostly banking, energy, telco, and government software. Based in Melbourne; happy to work on-site or remotely with Australian clients, and remotely with clients overseas when the work is worth it.
Start a conversation →Just tell me what you're working on, roughly when, and where you'd like to start.