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Mind Your Gaps studied "Covid Life" with 50 participants, identifying innovations and improvements across industries that solve problems caused by people's changed lives.
A summary report is available for download.
For the full 70-page report, send us an email and tell us you're interested. 
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PROJECTS
July 2024 – Jan 2026: Relationship Manager, Australian Dance Vision, Pymble, NSW, Australia
Managed client relationships, acquired expertise with ADV software to organize and prioritize needs of clients, provide solutions to their problems and troubleshoot frequently occurring legacy software issues. Created a very structured process map for the workings of ADV to make it easier for us to streamline the business of client management.
Managed client relationships, acquired expertise with ADV software to organize and prioritize needs of clients, provide solutions to their problems and troubleshoot frequently occurring legacy software issues. Created a very structured process map for the workings of ADV to make it easier for us to streamline the business of client management.
Customer/User Experience/ User Interaction Design Projects
- Flairsoft Ltd.: usability review and design of its licensing, permitting and right-of-way software suite, used by state departments such as VDOT, TxDOT and LA Metro (US).
- Walkez Talkez Speech and Language Therapy, Frisco, TX: reduced attrition and improved employee experience with a new new-hire onboarding program, after studying the clinic's systems and the staff's workflows.
- Ellipsis Health: solved functional and UI design challenges in a mental health assessment mobile app, now adopted by Cigna.
- Clear Avenue for CMS (Center for Medicare and Medicaid): redesigned the CMS Product Ordering Website (POW) using a human-centered design approach.
- COVID life study, leading to (a) a virtual new-hire experience and onboarding coaching program, and (b) better voter and candidate interaction, using WhatsApp and Zoom forums plus polls and surveys to drive participation.
- Improving the grocery shopping experience, with greater safety, during the pandemic (team Jam session project).
- DART, Dallas, TX: Service Design visioning workshop to improve employee, candidate and recruitment experience for HR. Trained participants on the methodology and co-facilitated the ideation workshop.
- First US Floors, Carrollton, TX: improved the in-store customer experience through interviews, analysis, redesign and training.
- OzEducationNews: development of an Australian education portal.
- NeatCall (Israel): usability evaluation of a communications software application.
- Microfinance World Education (Australia, non-profit): website design.
- Merrill Lynch (USA): usability review and heuristic evaluations of the Plan Sponsor Benefits site.
- Saudi Telecom (Saudi Arabia): videowall design and usability study.
- AT&T and Alcatel-Lucent: UI design and user experience evaluations for multiple web apps.
- Infogix (Chicago): UI design for technical online courses.
- Illinois Law Help (Chicago, non-profit): usability study.
Learner Experience Design, Course Development, Coaching and Technical Training Projects
- Texas State Library and Archives Commission: 6-month digital literacy toolkit training for 300+ library staff and literacy providers at 10 workshops across Texas, plus 3 Literacy Texas symposiums.
- C2 GPS Workforce Development Training Curriculum (sole vendor award): developed and delivered job readiness and transition skills training in 11 Texas counties.
- Career Skills and Onboarding Workbook for new hires: course development.
- IKS Health (USA): instructor-led virtual course and coaching for VPs and directors, "Being Effective in Global Business Environments".
- UNSW, Sydney: "Business Skills for Early Impacts in the Workplace" symposium for computer science students, April 2016.
- Alcatel-Lucent (Australia-New Zealand): business transformation technical training, from needs analysis to change management. Won the Alcatel-Lucent University "Sharing Transformation Excellence" award.
- Telstra (NSW, Australia): technical training needs analysis, design, curriculum and course development.
- HNSW, State Government (Australia): virtual instructor-led training for agents serving low-income housing customers.
- Optus (NSW): new portal training for employees.
- RACP (Royal Australasian College of Physicians, NSW): converted instructor-led courses to e-learning.
- Infogix (Chicago): onboarding training material and e-learning for product technical training.
- Illinois Institute of Technology (Chicago): converted in-class courses to online courses, videos and virtual delivery.
- ITT Technical Institute (USA): Graphical User Interface Design course.
- "Entering the Workforce" private training for grad students at the University of Illinois at Chicago and the University of Texas at Dallas.
Academic and Volunteer Activities
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