Lead UX designer at Woolworths Australia
Self Service Portal for Insurance
For as long as the insurance site had been available to customers to purchase from there hasn't been a place for customers to self serve. The drive for this project came from the customer retention team as well as the call centre. The call centre was trying to reduce calls to the call centre, and the customer retention team established that the customers were frustrated they weren't able to complete simple actions like change banking details, leading to a motivation to leave. Coming soon
User Interface Refresh on Credit Cards
Spawned from a distressed stakeholder who was unsure why she had such a high bounce rate on credit cards website, the UX team stepped in to understand what was the cause of this high bounce rate. Through that research we proposed that we refreshed the interface design of the website.