Who am I?
Hi, I’m Diana (but I just go by ‘D’). I help organizations design the future by connecting strategy to the human side of experiences. When I’m not at my desk you’ll find me out in the surf, exploring the world, or trying a new outdoor activity.
I solve complex problems and love a challenge.
Core competencies
Adaptability
Design and research leadership
Human-centered design
Product and UX strategy
Service design
Systems thinking
Life-long learner
With a background in Informatics and a Master’s in Interactive Multimedia, I’ve work at the intersection of technology, human behavior, and design.
My career began in interaction design, expanded into research to understand how people engage with products, and evolved into service design to shape end-to-end experiences.
Along the way, I deepened my expertise in psychology, human factors, and behavior design, earning certifications from NN/g, The Team W, Fogg Behavior Academy, Center Centre, and the Systems School.
Today, I use that foundation to set vision, guide organizations, and help teams achieve outcomes with honesty, integrity, and autonomy.
Talks & Publications
Experiment: Energy Switching
I co-led a joint Data Standards Body and Treasury experiment, partnering with industry, to evaluate how the existing CDR framework could facilitate and improve consumer energy switching.
The experiment report details the issues, opportunities, and findings related to the energy plan switching use case, and Appendix C includes my CX research findings and analysis.
Experiment: Account Origination
The DSB commenced ‘experiments’ as a government collaboration with industry to explore speculative CDR propositions. A simple bank account origination use case was the first experiment subject used to test and explore the CDR’s capabilities that I co-facilitated.
The report discusses the findings and insights generated, which explored how the CDR might enable mortgage refinancing.
CX Standards | Telco Data Language
Decision proposal 267 relates to consumer experience (CX) standards for telco data language. It is based on CX research that I designed and conducted, community feedback on the proposed standards and draft rules, and further internal analysis.
Disclosure Consent Research
The purpose of this research was to inform standards development for Insights and Trusted Adviser Disclosure Consents. I was involved in the creation, execution, and analysis of the research study. Prototypes of the Insight Disclosure Consent flow were used to facilitate discussion and generate insights in relation to disclosure consents more generally.
NN/g UX Metrics and ROI
Nielsen Norman Group’s (NN/g) used a research study I was a part of at ResMed as a case study in their UX Metrics and ROI report. It was a quantitative study showing the visual redesign of an app helped to better align it with brand values as measured by a survey.
Service Design 2016 (Canberra)
I talk through examples and consequences of designing for ideal scenarios only, and reflect on how our job as designers is to holistically design for human beings - who inevitably break out of the boxes we've designed them in.
UX Australia 2014
Grant Klein and I reflected on how UX specifically had evolved throughout the previous decade using a local industry conference lens.
Designing for Mobility 2013
Fred Randell and I presented user test footage and insights from 96 hours of usability testing on mobile devices across a number of clients.
Agile UX 2012
Jason Taylor and I reflect on how we, as an external UX team, integrated with our client's agile development team on a large scale enterprise Agile UX project.