https://www.leanneweiying.com/blog daily 0.75 2023-11-24 https://www.leanneweiying.com/blog/racistnames monthly 0.5 2023-11-24 https://www.leanneweiying.com/blog/youvebeenquietlately monthly 0.5 2023-11-24 https://www.leanneweiying.com/blog/tag/Confidence monthly 0.5 https://www.leanneweiying.com/blog/tag/Race monthly 0.5 https://www.leanneweiying.com/blog/tag/BIPOC monthly 0.5 https://www.leanneweiying.com/blog/tag/Gender monthly 0.5 https://www.leanneweiying.com/blog/tag/Identity monthly 0.5 https://www.leanneweiying.com/blog/tag/Women+of+Colour monthly 0.5 https://www.leanneweiying.com/home daily 1.0 2021-10-25 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1606362055839-BKGJB1F7J3GJ90Q4F8XH/PXL_20201124_034932055.PORTRAIT%7E2.jpg Home https://www.leanneweiying.com/about-me daily 0.75 2020-10-23 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603459152751-1DNTVQ4YRNRL36L81GPL/9.jpg About Me - About I've always loved dreaming up ways to make things easier and better for people. Making that a reality has been a burning passion of mine - this has naturally led me to design. I won a scholarship to Billy Blue College of Design, where I studied a Bachelor of Applied Design in Communications Design. I discovered Service Design in my final year of college and have poured my heart into improving the lives of people ever since. As an enthusiastic believer in Human Centred Design, I am passionate about using my creative thinking to improve services and experiences across private and public sectors and in a variety of industries from utilities to transport. I love sharing my experiences and coaching teams in Human Centred Design. I am often involved in guest lecturing at University of Sydney, internal toolkit sessions, and design mentoring. https://www.leanneweiying.com/04-visa-application-experience daily 0.75 2020-10-23 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603444486392-XOD351K3XP6PF764P1O4/6.jpg 04 Visa Application Experience - The challenge Tedious paperwork, lengthy processing times, and limiting systems meant that this immigration department needed service design to get to the core of what their clients need. With the inevitable need to embrace digital channels, this government department wanted to design a human-centred online visa and immigration application experience. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603444370289-OASTOYKW4AJ1NP5GP7AM/4.jpg 04 Visa Application Experience - The process I used design research to uncover a view of the current visa application experience to help shape the future experience with people front of mind. Some of the research techniques I used included best practice reviews, contextual interviews, surveys and customer co-design workshops. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603444861504-W424AN5W5Q0YWSCWOS3Q/DIBP+idea+cards.PNG 04 Visa Application Experience - The outcome Using a deep understanding of their clients, I helped design and visualise the ideal visa application experience. This was brought to life through service recommendations and design principles to guide future designs. https://www.leanneweiying.com/01-public-transport-cx daily 0.75 2020-10-23 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1582367704212-II0NJ8M75QYM8SYBV6L9/Customer+Journey+Maps 01 Public Transport CX - The outcome By understanding the current experience, I was able to map out customers’ ideal transport experience, its defining service principles and future service initiatives. This helped inform the customer strategy for the future of public transport. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1582367775287-NRCQX5BL31N1I3BAI80H/Journey%2BMapping%2Bprocess 01 Public Transport CX - The process I conducted a range of qualitative research techniques to understand customer needs and travel behaviour. This included intercept surveys, customer co-design workshops, contextual interviews, and diary studies. The data points and research findings were then collated and anlaysed to form actionable customer insights. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1582367267996-48RDCD710TFSPLGCGPCF/Sydney+Metro+Painting 01 Public Transport CX - The challenge A public transport provider had a bold vision for the future of transport. They needed to ensure that the new transport services are designed in a way that made sense for its users in an integrated network of transport modes. https://www.leanneweiying.com/featuredwork daily 0.75 2021-08-04 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603497667473-P9CGT0860NNO8Y54M0FZ/idea+cards.PNG Featured Work https://www.leanneweiying.com/03-health-payments-innovation daily 0.75 2020-10-23 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603456459743-LLUDRSUE4EW3B0GT53D5/IMG_20161221_153455.jpg 03 Health Payments Innovation - The outcome The project deliverable offered a view of the current (competitor) experience and a detailed service blueprint to guide the business in implementing this new health care payment service. As a result of this work, a new partnership was formed and signed off to deliver the service. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603454796986-F6VGO4G8DCQ0GCRPTVRZ/re.jpg 03 Health Payments Innovation - The challenge How does a 200-year old business innovate? A big-four Australian bank wanted to understand this in order to fill an opportunity space in health payments service. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603456234560-6MBCTPSLP8NCWOXFU30N/IMG_20161129_113644.jpg 03 Health Payments Innovation - The process Taking a holistic approach to understand a complex industry, I led research in the B2B space, while a senior researcher investigated the B2C space. We were designing for healthcare partners, providers and users. We used a series of contextual interviews and co-design workshops to understand both front and back stage systems and processes. https://www.leanneweiying.com/05-telecommunications-customer-strategy daily 0.75 2021-08-04 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603458253404-RCAHPZTRMSOQFHWJJG46/optus+sketches.PNG 05 Telecommunications Customer Strategy - The challenge What does the communications future look like? This Australian telco wanted to know so that it could be ahead of the curve, offering customers exactly what they needed. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603457900145-AZGSGJ13U2EAKSNAZTBE/optus+map+1.PNG 05 Telecommunications Customer Strategy - The process As part of an embedded team, my role was to facilitate ideas generation and to bring to life the future customer experience. I played a key role in designing final artifacts, providing illustrations and layout design. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603457943826-Z7WRVKX2VCGHOLSALSWU/ss.jpg 05 Telecommunications Customer Strategy - The outcome The 6-month program delivered customer personas of the future mapped in 24 future customer scenarios, future customer concepts and user stories, as well as an end to end customer lifecycle map. This set the customer strategy for the organisation resulting in halving their customer complaints. https://www.leanneweiying.com/02-employee-experience-design daily 0.75 2020-10-23 https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603452589912-8UIPS9UJGDUFNF4TS3CO/FullSizeR.jpg 02 Employee Experience Design - The outcome The end to end employee experience was mapped; from identifying a potential employer to leaving the business. A set of service principles were also developed to inform the overall vision for the employee experience and to guide the design of future initiatives, along with a set of recommendations to uplift the employee experience. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603452840174-CIWV5VYFYORZLWY5PG6F/IMG_20180830_122159.jpg 02 Employee Experience Design - The process As part of a cross functional team, I explored employee pain points and identified opportunity areas to improve the employee experience. We designed and facilitated several co-design workshops with different types of employees including, permanent government employees, contractors and consultants. This ranged from graduates to executives to ensure we captured the breadth of employee experience. We also carried out research to understand the internal landscape from current policies, systems to procedures. https://images.squarespace-cdn.com/content/v1/5e3f662304860e06dc31a4b1/1603452954538-DNYHYP33Z5BAKSPMGPMD/IMG_20180912_095026.jpg 02 Employee Experience Design - The challenge What started as a government project team was rapidly growing into a billion-dollar government agency. This change meant a lot to the department, but even more to its people. The government agency wanted to understand what attracted and retained high performing talent and how to design a world-class employee experience to suit.