Accessibility Guideline
Product Owner
Transport for NSW
Challenge
Develop a Guideline to ensure off the shelf products on the public transport network are able to be used by people with a disability.
Approach
As part of a project team I:
- Conducted workshops and 1:1 interviews with stakeholders across the Transport for NSW network
- Reviewed legislation, Annual Reports, submissions and Disability Action Plans from a range of jurisdictions
- Contributed to Journey Maps
- Developed an Affinity Map, Theme Cards, a Problem Statement and How Might We
- Drafted a Guideline which operationalised an Intelligent Compliance (where customer need is weighted as heavily as regulatory compliance) approach to procuring and installing off – the – shelf products on the network
Outcome
While the project is still underway the draft Guideline has been written and will be road – tested on a project to assess its utility and efficacy.
Key insights to date reveal a need for Transport for NSW to develop:
- Guidance on how to operationalise Intelligent Compliance
- Consistent practices around user – testing
- Accurate data capture around the experience of people with a disability on the public transport network
- Mechanisms to drive Intelligent Compliance such as targets and reporting.
Higher Education Conversion and Retention
Product Owner
Komosion
Challenge
Help a major tertiary and vocational education provider understand the gap between applications and enrolments and how to improve retention of those enrolled.
Approach
As part of a project team I:
- Conducted workshops and 1:1 interviews with students and staff
- Ran two week – long Diary Studies with current students and students choosing which institution to attend
- Contributed to Journey Maps
- Developed Personas of key student segments
- Conducted online Service Safaris of the client’s application processes and those of its competitors
Outcome
The final reports identified a need for the education provider to improve:
- The application process
- Internal and external communications
- The way the Contact Centre operated
- Streamline timetabling
- Improve online learning options
Human-Centred Communication Strategy
Product Owner
Sugar Research Australia
Challenge
Develop a Communications Strategy for a Smart Irrigation project which would appeal to cane growers. While the project was designed to have positive environmental outcomes, the client was concerned this would create resistance among growers.
Approach
My approach was to conduct a human – centred design workshop with growers and with the Smart Irrigation project team to understand what mattered to the farmers and align that with the services the project team was providing.
Activities included:
- Two workshops
- Design sprints (quick drawings of current and future states)
- Empathy mapping
- Value Proposition Canvas
Outcome
This process resulted in a clear understanding of growers’ needs in relation to irrigation (while some were concerned about the environment their key needs centred around the complexity, cost and time it took to irrigate their properties) and how the project team could support them to achieve their preferred future state. This informed the co-creation of the Value Proposition – ‘Making Irrigation Easy’ and the Communications Strategy which focused on communicating how this project could help growers’ do just that.