• Customer Experience

    This is a personal folio website. My passion is researching and building competitive digital solutions and how organisations manage software products. Key domains: product development, enterprise solutions, mvp prototyping and design thought leadership.

  • Customer Experience

    Design deliverables: Research, prototyping and interface design processes. 

    Android specifications

    Client: Alcatel TCL

    Region: Shanghai

    Release: 2014

    Platform: Android 5.0

    Audience: Portfolio team

    CMS User Experience

    Client: Accenture

    Region: Shanghai

    Release: 2016

    Platform: Sitecore

    Audience: Program Management

    Deliverable alignment

    Client: Confidential

    Region: China

    Release: 2015

    Platform: Consulting

    Audience: Client base

    Facilitation

    Client: Telecommunications

    Region: China

    Release: 2016

    Platform: Consulting

    Audience: Stakeholders

    Product design

    Client: Accenture

    Region: Beijing

    Release: 2012

    Platform: Android 

    Audience: Prototyping sketches

    Campaign control

    Client: Alcatel

    Region: Shanghai

    Release: 2014

    Platform: Android Marchmellow

    Audience: Experience Design team

    Heuristic analysis

    Client: Confidential

    Region: China

    Release: 2015

    Platform: Management consulting

    Audience: Client base

    Capability workshops

    Client: Confidential

    Region: Indonesia

    Release: 2016

    Platform: Capability development

    Audience: Dev, UX, BA and Interns

    Personas

    Client: Confidential

    Region: China

    Release: 2016

    Platform: Capability development

    Audience: Experience Design team

  • Technology that empathises

    What is a great customer experience? For me it's when someone you know and trust helps you.

     

    Like you, I read about this domain and see experts from the current world of technology consulting trying to rationalise the change business is facing. Perhaps the right approach is to feel excited about this as an intellectual challenge, not just a process that can be commodified. It can't be executed in a linear way because the customer experience is emotional. We need to genuinely empathise with people to build products that they will love to use.

     

    There are a flood of think pieces about enterprise solutions, connecting custom tools with content systems and ERPs that predict external demand. That scale is where Si consultancies have solid potential. But to get the Customer Experience right it is genuine emotional intelligence that needs to be identified to connect with people.

  • Prototypes

    Hand drawn apps and web products. My illustrations for web, desktop and mobile digital products. It's a great way to iterate and improve solutions. This process is somewhere between whiteboards and wireframe specifications. Pentel P205 pencils, Copic markers and lined paper.

    Messaging

    Collaboration

    Commerce

    Real estate

    Interface icons

    Flight booking

  • Service design

    Validating a vision and delivering on strategy

    Channel auditing

    Client: Law firm

    Region: Hong Kong

    Release: 2016

    Platform: Sitecore, MS Dynamics

    Audience: Digital strategy

    Digital strategy

    Client: Law firm

    Region: Hong Kong

    Release: 2016

    Platform: Sitecore, MS Dynamics

    Audience: Digital strategy

    Brand control

    Client: L'Oreal

    Region: Shanghai

    Release: 2015

    Platform: Sitecore, MS Dynamics

    Audience: Digital strategy team

    Mobility

    Client: GE Marine

    Region: Shanghai 

    Release: 2014 - 2016

    Platform: Prototypes, Sitecore

    Audience: Digital strategy

    User segmentation

    Client: Law firm

    Region: Hong Kong

    Release: 2016

    Platform: Sitecore, MS Dynamics

    Audience: Digital strategy

    Website auditing

    Client: Law firm

    Region: Hong Kong

    Release: 2016

    Platform: Sitecore, MS Dynamics

    Audience: Digital strategy

  • Product Management

    Great technology products are more than the sum of their parts. The right environment and processes are critical to build enterprise products and customer experiences. A great service is simple and friendly right across the users journey.

  • Digital Products

    Strategic planning and delivery

    Proprietary products

    Warehousing and shipping solution

    Client: OneByOne

    Region: Australia

    Release: 2016

    Platform: iOS, .Net web application

    Audience: Internal

    Proprietary products

    Web based SEM booking

    Client: Internal

    Region: Australia

    Release: 2007

    Platform: Prototype, Photoshop, Ai

    Audience: Internal

    Proprietary products

    Mobile placement provider

    Client: Internal

    Region: China

    Release: 2015

    Platform: iOS and Android 

    Audience: Internal

    Creative roadmaps

    Client: Telecommunications

    Region: China

    Release: 2015 - 2016

    Platform: iOS Mobile App

    Audience: Program management 

    Competitor analysis

    Client: Telecommunications

    Region: Shenzhen, China

    Release: 2016

    Platform: ERP mobile team

    Audience: Product stakeholders

    Organisation change

    Client: Telecommunications

    Region: Shenzhen, China

    Release: 2016

    Platform: Delivery methodology

    Audience: Program management

    Usability testing

    Client: Microsoft

    Region: Shenzhen, China

    Release: 2016

    Platform: Product research

    Audience: Product team, Dev, UX

    Infrastructure planning

    Client: Excelitas Manufacturing

    Region: Indonesia

    Release: 2016

    Platform: Amazon AWS

    Audience: Client stakeholders

    Workshop facilitation

    Client: Telecommunications

    Region: Shenzhen, China

    Release: 2015

    Platform: Management consulting

    Audience: Product Development

  • Case studies

    Examples of my consulting and planning for digital business operations.

    Operations
    “We need to modify our product teams to build better enterprise solutions” 

    An ERP vendor has launched an APAC program to modify how applications are designed and developed. Product teams have stalled while managing their existing business. A consultancy has been engaged globally to bring strategic and creative processes into these teams. My role was a hands-on lead position to help scrum teams to focus on the importance of understanding user needs and the complex journeys for enterprise solutions.
    Location: Shanghai

    Schedule: 2014 - 16

    Risk analysis

    “What is the risk and reward for investment into enterprise platform development?” Working client side my role was to help build the case for investment into a large scale IBM engagement. Govt. employs hundreds of staff to process applications and payments, incurring risk and expense across a complex business. Measuring this current state against the process provided by a new technology solution we could calculate the financial value over 3 and 5 years. Data was gathered by user testing and benchmarking in lab scenarios.
    Location: Canberra

    Schedule: 2009

    Digital strategy

    “How do we build a COE and digital platform to enter the China and Hong Kong ecosystems?”

    A mergers and acquisitions specialist has established offices in China but suffer from a poorly performing web and app portfolio. Key to their brand and market growth is a deeply connected ecosystem of alumni, staff, thought leaders and partners. My role was to help build a strategy to improve on their CMS implementation and get their internal marketing teams to use the full power of their CMS solution.
    Location: Hong Kong
    Schedule: 2016

    Innovation

    “How should we build and manage an innovation culture inside our product team?”

    Singtel has the market reach and power of a mature infrastructure brand to connect with their user base in Singapore. But they had key operational weaknesses that made internal innovation a repeat failure. Singtel knew they had to innovate with engaging new products. Working for Sapient I focused on consumer app design for media consumption, payments, personalisation and security.

    Location: Singapore

    Schedule: 2009 - 2010

  • Organisation

    How do teams work together to research, design and support technology products? Great products are made by great teams. They need both positive leadership and the discipline of well organised management. They need egalitarian and open teams with diverse backgrounds and capabilities. Here are some example of my work in leading projects and team, and building a design culture. 

     

     

     

     

     

     

  • The leadership and management of digital portfolios and creative teams.

    Creative organisation

    Roles and responsibilities

    Client: Telecommunications

    Region: China

    Release: 2016

    Platform: Consulting

    Audience: Stakeholders

    Resource development

    Hiring and building UX teams

    Client: Telecommunications

    Region: China

    Release: 2015 - 2016

    Platform: Enterprise collaboration Dept.

    Audience: Stakeholders

    User Experience Dept.

    Building a creative tech team

    Client: Alcatel TCL

    Region: 5 Dev sites, China

    Release: 2013 - 2014

    Platform: Android 4.0 to 5.0

    Audience: Leadership team

    Competitor analysis

    How can we benchmark to improve?

    Client: ERP Product Company

    Region: Shanghai China

    Release: 2015 - 2016

    Platform: ERP cloud solution

    Audience: Product Team

    Competitor analysis

    SWOT testing the competitors

    Client: Telecommunications

    Region: Shenzhen, China

    Release: 2015 - 2016

    Platform: Management consulting

    Audience: Product Development

    Channel strategy

    China video channel analysis

    Client: Law firm

    Region: Hong Kong

    Release: 2016

    Platform: China entry strategy

    Audience: Content team

    Capability training

    Leading and training domain experts

    Client: Alcatel TCL

    Region: Shenzhen, China

    Release: 2013 - 2014

    Platform: Music, social, comms apps

    Audience: Portfolio team

    Saas modelling

    Feature matching and pricing

    Client: Alcatel TCL

    Region: 5 Dev sites, China

    Release: 2013 - 2014

    Platform: Android 4.0 to 5.0

    Audience: Leadership team

    Deliverable alignment

    What are our baseline assets?

    Client: Confidential

    Region: China

    Release: 2013 - 2014

    Platform: XD Team

    Audience: Internal teams

  • Technology platforms

    Some technology providers that I have shaped and delivered in consultancy teams. My previous role was with with a Microsoft and Sitecore partner and systems integrator.

    Microsoft Partner 2015: Enterprise solutions and hosting

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    Adobe Marketing Cloud: Great digital products

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    Salesforce: Power your sales teams and channels
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    Android M: The leading platform for consumer mobility.
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    Sitecore: Web and mobile brand marketing

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  • About

    This is a personal folio website. The intention is to share my software design experiences and a point of view on product development. I am mostly interested in building competitive mobile products and services and how large creative teams can best perform. I have succeeded and failed over and over at building easy to use products, one by one.

    I am currently living in Melbourne working on enterprise software strategy and design. That's not a recent photo over on the left there. I like bike riding, watching horror movies, following US politics and playing tennis but not at the same time.

    This site is built by hand with a CMS, Photoshop, Illustrator, pencil and paper. Additional features thanks to Campaign Monitor, Adsense, Survey Monkey, Twitter and Disqus.

    Twitter
    LinkedIn
  • Career experience

    Accenture

    2012 to 2016

    Shanghai, China

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    Sapient

    2009 to 2010

    Singapore

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    Aust Government

    2007 to 2009

    Canberra, Australia

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    DDB Advertising

    2001 to 2005

    Melbourne, Australia

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