I joined FutureGov’s design team in Australia in 2017. My first few months were a bit of a whirlwind, from designing our Lend A Hand accessible public transport service to delivering human-centred design training to NGOs.
Where were you before you joined FutureGov?
I was a freelance consultant working with a global travel company on an end-to-end redesign of their ecosystem of websites and booking services. I also worked with a water utilities organisation to design the user interface of a new consumer-facing mobile app.
Prior to that, I was at the NSW Department of Education working in the communications and engagement team. We were creating a new single online destination for all things education in NSW for students, parents, teachers, and administrators. This included developing a comprehensive experience framework and pattern library to help the department create and maintain best practice digital content.
Why do service and user experience design matter to you?
User experience design is such a wonderfully multi-faceted way to go about solving human problems. I get to approach challenges from various perspectives, from what users need to how technology can best deliver the solution. I love obsessing over the smallest details one day to thinking big the next. The process calls us to continuously iterate and challenge the status quo. It’s never boring and there’s always something new to learn.
Why does local government matter to you?
Local government is where communities live. I believe that improving local government can make the biggest impact on the everyday lives of citizens.
What types of projects are you most looking forward to working on?
There are many lessons we can draw from successful digital products that have a knack for keeping their users engaged. I want to be able to work with councils and government agencies to bring some level of that engagement to our citizenry. Modern public service for modern human beings — frictionless, human-centered, and hopefully a little delightful.