LINH MCDERMOTT
Portfolio
Service design is more than just creating interfaces; it’s about orchestrating a symphony of touchpoints to deliver seamless experiences.
My journey in service design has been a blend of empathy, strategy, and creativity, aimed at transforming complex processes into intuitive and delightful services.
About me
I help both users and organisations understand customer needs and create digital solutions for the business in order to increase customer satisfaction and deliver value to businesses. Throughout my 18 years experience and career as an independent consultant, I have been fortunate to work in leading organisations such as University of Sydney, Coles, Equifax, Commonwealth Bank, Optus, UBank and service SNSW.
Discovery and business insights: Facilitate and actively participate in discussions with clients, stakeholders, and customers to clearly understand and define the project's vision, purpose, strategic directives, and priorities. Collaborate in analysing and synthesising potential solutions. Presenting well-defined Service Design recommendations back to stakeholders and the project team.
Service Design: Utilise data insights, customer research, and feedback to determine the future state service model, crafting informed and innovative design solutions that align with user needs and expectations. Convert service insights into comprehensive documents, including service blueprints, process maps, customer journey maps, information architecture, and user/screen flows.
Collaboration: Work collaboratively within an agile framework with various team members including engineers, project managers, line managers, vendors, business analysts help align activities to the service strategy and ensure service model is implemented.
Client management and communication: Present findings, recommendations and solution walkthroughs with stakeholders. Support the project and development team by managing communication, design activities and providing deliverables.
Portfolio highlights
My portfolio showcases detailed case studies and examples of user research and validation, highlighting my approach to solving complex design challenges. Each case study reflects my commitment to creating user-centered solutions and my ability to navigate the full product life cycle.
These projects represent just a glimpse of my career as a Product Designer. Each one has contributed to my growth and understanding of the design process, reaffirming my passion for creating solutions that make a difference. Some highlights of the designs
Ubank is making it easier for customers to apply for a mortgage with us. This project involves designing a new Home Loan Tracker, that enables customers to be able to keep up to date with the progress of their home loan.
QBE is simplifying the process of insurance for small trades business. A mobile responsive application that makes getting a policy cover easy to understand.
Equifax is creating a new user management platform that will house a range of Equifax digital subscription services. One of the designs I world on was for onboarding and managing users and subscriptions to software for B2B customers. Another service that the platform offers is to allow Equifax’s B2B customers and financial institutions to be able to manage their own end consumers' financial details (Saas)
Create a world class portal that allows CBA B2B advisors to provide insurace quotes for their B2C insurance customers
