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Table of Contents
Table of Contents
About Me
About Me
I am a digital consultant and researcher who has worked on a range of large scale projects across the Federal Government, and for enterprises such as Woolworths. During this time I have been responsible for driving many aspects of the work I have undertaken, enabling me to have a thorough understanding of the development and employment of digital systems within organisations. This has encompassed everything from project planning, determining the needs of customers, analysing data, producing artefacts such as service blueprints, as well as disseminating findings to stakeholders. To this end I have utilised a broad range of techniques, including the use of contextual enquiries, focus groups, customer and stakeholder workshops, concept testing, as well as usability testing. This has been supported by a range of methodologies and frameworks such as Agile, Kanban, Jobs-to-be-Done, Lean UX and Behaviour Economics. My work has been based on a passion for illuminating the desires and needs of consumers, and advocating on their behalf in the organisations in which I have been engaged.
Furthermore, I believe I can bring a breadth of knowledge and practical skills in the fields of technology, psychology and research. This has been developed through years of study and industry experience, including completing degrees in computing science and psychology, giving me insight into digital systems, human cognition, experimental methodology and statistics. In turn, I feel that I am well equipped in the tools and techniques needed to provide insight and clarity to complex problems. This is underpinned by by a desire to take a collaborative approach with stakeholders, while seeking to establish a strong business case for any recommendations, with the intention of maximising the impact of my work. The opportunity to work on challenging, novel problems, and taking charge of the process from beginning to end, is something I enjoy.
Please do not hesitate to get in touch via LinkedIn if you have any further questions.
Deep Dive on Customer Issues for a Scrum Team
Deep Dive on Customer Issues for a Scrum Team
Proactively Working with Stakeholders
A hallmark of my approach is to actively collaborate with stakeholders so that the benefits of my work can be maximised throughout an organisation. In this case, after meeting with a product owner, I presented an in-depth analysis of the issues that customers were experiencing, tailored for the software development team.
Advocating for HCD and UX
It's important to get people on-board and engaged by explaining the value provided to them by HCD and UX. Through furnishing an overview of how research findings are developed and can offer guidance on what should be prioritised, this helps to ensure that stakeholders can make informed decisions on what steps to take next.
Connecting Software Changes to Customer Outcomes
Showing how the deployment of changes made by software development teams has impacted customer satisfaction metrics, helps people to feel a stronger connection between the work that they do on a daily basis, and the experience of customers. It lets team members see that their contribution is meaningful.
Unpacking Key Issues
Through providing customer verbatim that elucidates the challenges experienced by customers, greater empathy and understanding can be cultivated within the organisation. In turn, this can increase the motivation to solve complex issues.
Creating an Ongoing Dialogue
More than simply providing a summation of findings, I strive to develop an ongoing conversation with stakeholders that may benefit from my work. I see that my role is to help others to make informed decisions, and to support them to excel in what they are doing.
Playback for Stakeholders
Playback for Stakeholders
Breaking New Ground
When seeking to employ new technology, such as the use of digital identity across the Federal Government, developing broad support across key departments is crucial for the value that can be delivered to customers. Without sufficient uptake by government services, digital identity offers no value in and of itself. This presents challenges, as not only do customers have a diverse range of drivers and needs, so do internal stakeholders. As such, any solution needs to carefully include and weigh the requirements of both parties.
Ensuring Confidence in our Processes
To help stakeholders feel assured that our findings are based on a solid rationale, and can be used to help guide important decisions, taking them through how our research was undertaken is key in developing trust. By knowing that our findings are derived from a broad sampling of customers, backed by sound methodology, ensures that our work carries weight.
Humanising the Experience
Bringing-to-life archetypical customer stories helps to engage audience members, and allow them see how proposed solutions can benefit their customers. In turn, this can result in stakeholders becoming advocates.
Using Data as a Foundation
Showing that our findings are backed by quantitative analysis can clarify how the needs and desires of customers and stakeholders were prioritised, helping people to see the bigger picture. This is important as people tend to only see things from there own perspective, when in reality there are a range of competing needs and limited resources.
Providing an Adaptable Framework
By offering a flexible solution, which takes into account the diverse requirements of both customers and stakeholders, each department can assess for themselves what approach would be best tailored to their situation. This leverages the already existing in-depth knowledge and expertise of each government department in relation to their own needs, and those of their customers.
Service Blueprint and Journey Map
Service Blueprint and Journey Map
After consulting with customers, front line staff from multiple agencies, information architects, policy experts and senior management, a journey map was produced to encompass both the experiences of the customer, as well product and service interactions. This was used to help provide a unified vision of how a single digital identity system may operate.
Facilitation Guide and Participant Screener
Facilitation Guide and Participant Screener
Making sure that facilitators are clear on the rationale and purpose of undertaking interviews.
Having a checklist to confirm that the interviewer has all the requisite materials before they start, as well as having collected all the necessary information at the end.
Stepping facilitators through the interview process, including what material needs to be covered with participants.
Testimonials
Testimonials
Jonathan Thorpe
Head of Digital Identity and Assistant SecretaryDigital Transformation AgencyJonathan Thorpe
"Anthony has been a valuable member of my branch and crucial to the Digital Identity Program, particularly his work focused on Authorisations. Not only has Anthony demonstrated his ability to undertake extensive user research, he is able to translate findings and recommendations to senior executive leading to actionable results. His ability to speak to 350 stakeholders at Parliament House at part of an APS playback is an example of his communication skills."
Lisa Jansen
UX LeadDigital Transformation AgencyLisa Jansen
"Anthony is a highly talented User Researcher, and demonstrated this with his practical advice and application across all facets in his role at DTA. He is a great team member, who was able to be remotely managed whilst contributing to the high performing team he worked within. His ability to understand complex concepts and apply good research theory to avoid bias and build empathy was a strong benefit to our team, and his presentation skills in whole of Government showcases was very strong. It was a pleasure to work with Anthony, and I would highly recommend him for any User Research roles."
Candice Diemer
Head of UXWooliesX (Woolworths)Candice Diemer
"If passion were conveyed in living form, Anthony would be the ultimate unicorn. In his time at WooliesX he used his wide ranging technical skills to awaken our Voice of Customer verbatim and give a pedestal to our customers that only a deep empath and absolute professional would know how to. In a matter of weeks he became the go to person for his knowledge and understanding of the often complex customer experience issues. He has garnered trust with every team member at every level by giving solid, well structured and meaningful insights that kept our priorities and projects on the right course. Its hard to steer a giant vessel but with Anthony on board you can be sure his unicorn magic and passion is going to make it a whole lot easier!"
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