Human Centred Design

I am currently working in PwC's Experience Centre where I help people understand and solve problems using Human Centered Design methodologies. I run design sprints, co-design workshops and work collaboratively with teams to get to the root of problems and find solutions. Below are some examples of the sorts of problems I've been working on.

Improving the interactions disabled people have with the health system.

With PwC, I worked with the Ministry of Health, Capital & Coast District Health Board, and the Health and the Disability Commission, to run a design sprint. The aim was to come up with a proposition for a communication tool that empowers people with access needs to convey their care needs and create a better experience for them within the health system.

A significant amount of work had already been undertaken in the form of workshops and discussions. We needed to understand that previous work, and develop real empathy with the audience to be able to help them effectively.

We co-designed with people with access challenges to produce a prototype. The prototype was tested with a range of health professionals including doctors, physiotherapists and counsellors. Findings were then incorporated into the proposition. The outcome was a prototype of a compelling digital tool, and recommendations to help bridge the gap of understanding between people with access needs and medical professionals.

Participants in the Health Passport sprint

Taking a human centred approach to ACC's web presence.

Joining the project after the completion of a comprehensive research phase meant there was a strong foundation established. We built a cross functional team and co-located to begin alpha. Alpha was our proving ground, our chance to learn as much as we could from customers in a short space of time. I ran design sprints to co-design, prototype and validate the overall site structure, key page layouts and tone of voice with customers.

Further design sprints helped ACC continue to build their beta website. Sprints were run with cross-functional teams which included SME's from within ACC. We worked with other designers, and ACC's internal development team and copy writers. By releasing a Beta version of the website to the public first, ACC could gather feedback at scale and we then refined their website prior to a full transition of their public site.

ACC online


Progressing one of New Zealand's most used security software solutions

Gallagher creates and delivers integrated security solutions to meet the various customer needs, from basic access control, right through to critical sites with high security requirements.

Their development team needed to know where they should invest time and money to most improve their product for their customers. To help them, we first needed to understand how their systems are used, how people wanted them to fit in to their process, and where they fall short.

After observing real life users interact with the software, and seeing how they operated in their day-to-day contexts, we took what we learned away and co-designed possible solutions. The team was made up of developers, sales reps (armed with direct customer feedback), and designers. We finished the sprint with two prototypes.

Testing these prototypes with users not only validated which prototype was going to deliver best, but subsequent discussions gave us a huge amount of insight into their clients' minds. Based on this we could deliver a solid recommendation to the team at Gallagher.