LINH MCDERMOTT
Service design
Through a blend of stakeholder interviews, data analysis, research, co-design workshops, and heuristics, I have developed a comprehensive approach to service design that is both strategic and empathetic. In this section I have provdied examples of personas and user journey maps that bring to life the diverse experiences of different user segments. This also show cases studies outlining the planning and facilitation of co-design workshops with stakeholders and users and comprehensive service blueprints that map out end-to-end user journeys, highlighting key touchpoints and potential pain points.
Supporting At-Risk Students at the University of Sydney
One of the most fulfilling projects I've worked on was at the University of Sydney, where the goal was to ensure that the institution met compliance mandates to support at-risk students. This project was not just about following regulations; it was about making a meaningful impact on students' lives.
Support for students case study >
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Qantas social service blueprint
Service design blueprint for a two-tier employee Social media training program for Qantas
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Housing and construction licence blueprint
The service design blueprint for Fair Trading NSW outlines the streamlined process of obtaining a housing and construction license, aiming to enhance efficiency and user satisfaction. This comprehensive blueprint maps the entire journey, from initial application to final approval, identifying key touchpoints and interactions between applicants and Fair Trading NSW. By highlighting pain points and opportunities for improvement, the blueprint ensures a seamless and transparent experience for applicants. It incorporates user-centric design principles, simplifying complex procedures, reducing wait times, and providing clear, step-by-step guidance. The result is a more accessible and user-friendly licensing process that meets the needs of both industry professionals and regulatory bodies.
Open colleges personas
In an effort to deeply understand and cater to the diverse needs of Open Colleges’ students, I conducted extensive research and developed a comprehensive set of personas. This process involved engaging with a wide range of students through contextual inquiries, interviews, and surveys to gather nuanced insights into their motivations, challenges, and learning behaviors. These personas encapsulate the various learner segments, from busy professionals seeking career advancement to stay-at-home parents balancing education with family responsibilities. Each persona provides a detailed narrative, highlighting unique goals, pain points, and preferred learning styles.
Open colleges OpenSpace Learner Managagment platform
The service design blueprint for Open Colleges' OpenSpace Learner Management Platform represents a transformative approach to online education, focused on creating an engaging, supportive, and user-friendly learning environment. This blueprint meticulously maps the entire student journey, from enrollment through to course completion, identifying key interactions and touchpoints. By addressing pain points and optimizing each stage of the process, the design ensures that students receive seamless support and guidance. The platform fosters a vibrant learning community, enabling peer-to-peer interaction and collaboration, while also promoting effective study habits. Integrating user-centric design principles, the blueprint outlines the development of intuitive navigation, personalized learning paths, and robust support systems. The result is a comprehensive, accessible, and dynamic LMS that enhances student engagement and success, setting a new standard in online education.
Telstra prepaid activation service blueprint
To map current state and future state for Telstra prepaid services for their mobile responsive site
Digital Transformation Agency assess platform for a notification platform
This service design blueprint maps the end-to-end process involved assessing the suitabity of a messaging platform platform for the DTA to provode for government agencies By capturing every touchpoint and interaction, the blueprint provides a clear, step-by-step guide that ensures a smooth transition for federal agencies. It identifies key phases, from initial qualification and stakeholder engagement to comprehensive onboarding, highlighting potential pain points and opportunities for improvement.
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Digital Transformation Agency onboarding for a federal agencies
This service design blueprint maps the end-to-end process involved in qualifying, engaging, and onboarding a federal agency to enable B2B customers to seamlessly integrate with the DTA platform. It captures from the initial contact with the agency through to the siging of a service agreement and details at every stage of the journey the actions fot DTA, actions for the client, assumptions involved, and the objectives of the step. This strategic approach not only enhances the onboarding experience for federal agencies but also strengthens the overall effectiveness and usability of the DTA platform for B2B customers.
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Digital Transformation Agency integration process
The messaging process diagram for integrating Notify into the DTA's messaging platform provides a detailed visual representation of the entire workflow. This diagram captures every step of the integration process, from initial message creation to final delivery, ensuring clarity and coherence throughout. It highlights key stages such as message composition, system triggers, API interactions, and delivery mechanisms, while also identifying potential bottlenecks and areas for optimization. By outlining the roles and responsibilities of different system components and stakeholders, the diagram facilitates a smooth integration process. It serves as a comprehensive guide for developers, administrators, and stakeholders, ensuring a seamless and efficient integration of Notify into the DTA's messaging platform, ultimately enhancing communication capabilities and user satisfaction.
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