My journey into UX & Service Design
An early fascination with how design influences behaviour
I’ve always been fascinated by how design affects behaviour. This fascination stems from being the go-to tech support for others, the first responder to their problems and pain points. Constant exposure from a young age demonstrated how design considerations could have a significant impact on users.
As a teen, I saw design as a way to make a difference in people’s lives by doing something I enjoyed. As a result, I pursued a degree in communication design. During this time, my interest in design began to broaden across disciplines. Recognising this, I doubled down and majored in industrial design. I enjoyed it; however, my skill set grew, whereas others found a niche in their respective domains.
Reassuring value of my diverse skill set and uncovering the ‘why’ behind designs
It wasn’t until I started my first UX / Service design project that my diverse skill set became a reassuring advantage. Through my academic connections, I collaborated with Australia Post to investigate the viability of new service offerings. Before designing proposals, I learned how to figure out the “why.” It may seem obvious now, but understanding the “why” and learning how to discover it transformed my entire approach to design and life in general. Even more reassuring was seeing some of my suggestions incorporated into a future AusPost campaign strategy.
For the first time, I realised that a product or service does not exist in a vacuum and that an experience comprises many visible and non-visible components. Furthermore, I began to notice which businesses designed with the ‘why’ in mind rather than their assumptions.
The right thinking in the wrong position
During my five-year tenure at Coles, I held a variety of positions within the company. As a managerial relief employee, I dabbled in all departments, including store management. Constantly changing time and budget constraints demonstrated the impact of trickle-down decisions firsthand. With no testing or insights driving changes from above, I had to rapidly test and revise our workflows. Although it was enjoyable and rewarding to be recognised for my efforts, I found it limiting that many improvements never gained traction outside of our store due to the top-down structure.
Selling is an underrated design skill
Wanting more exposure in an environment where big business decisions occur, I took up a job in the Stockland head office. Relocating to Sydney to take on this role, I jumped headfirst into the corporate world. As their campaign and partnership executive, I sold clients media and campaign solutions. The position taught me high-level business skills, such as meeting planning, as well as how to manage internal and external stakeholders. Most importantly, I learned how to bring clients along for the journey and sell them on the concept. Selling and storytelling are underrated design skills, and this position demonstrated the importance of stakeholder and customer buy-ins in achieving a result.
Our department experienced an audit during my time at Stockland, which necessitated the remote coordination of hundreds of employees and external suppliers. I was the sole coordinator of the audit, and I also provided future recommendations to improve the onboarding experience for new clients and a revenue growth strategy.
Improving people’s lives by enabling them to focus on the things that matter
Not wanting to stay in a sales-focused role, I set out to find how I could impact people’s lives through design. I uncovered what I want to be known for in life with the help of Ikigai, the famous Japanese term for purpose. I want to be known for improving people’s lives by enabling them to focus on the things that matter. I knew I could achieve this through UX Design, but I still had more to learn and needed more experience.
UX is a method of problem-solving, not an industry, and it applies to a wide variety of sectors
To upskill and add to my UX toolbelt, I undertook General Assembly’s UX immersive course. A twelve-week, eight-hour-per-day, five-day-per-week project-based programme focused on learning and practising the fundamental skills of the UX design process. This course taught me so much, but most importantly, it changed my philosophy. I discovered that user experience (UX) is a process of problem-solving, not an industry. Furthermore, UX applies to a wide range of industries, and the more diverse your experience, the more perspectives you can incorporate into your decision making.
Since finishing the course, I’ve applied what I’ve learned in the classroom to real-world situations. I worked on a UX sprint project for the tech startup Pory.io, clarifying their market viability assumptions and making feature validation recommendations. Working with a startup was enlightening, and I learned a lot about prioritising when resources are limited. It was rewarding to see my recommendations put into action in the weeks following my final handover.
Challenging assumptions, balancing perspectives and bringing people on the journey
Now back at General Assembly as an instructional associate, I am teaching students and assisting them to work on real client UX projects. I enjoy giving presentations to the class and witnessing their lightbulb learning moments, and I continue to learn new things in this environment daily. I ensure people are building the right thing, the right way, which requires challenging assumptions, balancing perspectives and bringing them on the journey. Now that I’ve acquired the necessary skills, my real journey into UX is just getting started, and I’d love for you to join me.
