LINH MCDERMOTT
Service design
Through a blend of research, co-design workshops, and iterative testing, 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 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
Service design blueprint - understand the end to end process involved in qualifying, engaging and on onboarding a federal agency to enable B2B customers to the DTA platform.
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Research and create a set of personas for Open colleges
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. This rich, empathetic understanding of our students informs every aspect of the design process, ensuring that the solutions we develop are genuinely aligned with their needs and expectations. The personas serve as a constant reference point, guiding the creation of personalized, effective, and engaging learning experiences within the OpenSpace Learner Management Platform.
