UNSW
UNSW
Turning student research into digital experience strategy
Design leadership, experience strategy and service design
I led design and research within UNSW’s Digital Student Experience program, helping connect student needs with a validated direction for digital services.
Role
Strategic & Product Design Lead
Organisation
UNSW
Client
UNSW
Focus
Design leadership, experience strategy and service design
“I feel so lucky to have worked with you and learn from you. Working with you again is going straight on my vision board.”
–Stakeholder feedback
The challenge
A student’s experience crosses platforms, disciplines, teams and different stages of university life. Understanding it requires looking at the whole journey including the moments between journey stages and individual services.
The task was to build a shared evidence base and turn it into practical roadmap priorities.
“I’ve learnt a lot from our time together and you’ve definitely been gifted with an amazing strategic mind and it’s been insightful to see your approach to the DSX project.”
–Stakeholder feedback
My contribution
We designed and led mixed-method research, combining quantitative survey evidence, qualitative insights and stakeholder consultation.
The team and me translated a large and complex body of evidence into clear experience themes, opportunity areas and recommendations. Journey mapping and facilitated workshops helped connect the student perspective with organisational responsibilities, IT constraints and delivery considerations.
I also supported the project team’s research and synthesis capability, staying hands-on while coaching others through an ambiguous problem space.
What the work enabled
A shared understanding of student needs and a research-led foundation for prioritising digital experience improvements. The work helped connect strategic ambition with the journeys, decisions and coordination needed to move forward.
–Journey map
“I’m excited to see this come together. We’ve needed a digital student experience like this for a long time.”
–Stakeholder feedback
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