Lead Service Designer | Parent Pathways — Employment Services Transformation

As Lead Service Designer, I was responsible for shaping the end-to-end service experience for parents, providers, and the systems operating behind the scenes across one of the most complex and high-stakes initiatives I have led to date.

This program replaced an existing federal employment service with an entirely new policy direction, customer model, and delivery approach. New providers were onboarded, and the service was built on a national workforce digital platform requiring a comprehensive redesign of journeys spanning referral, activities, goal planning, funding, and provider interactions.

Working within a multidisciplinary team, I collaborated closely with senior and junior UI/UX designers, product and delivery leads, and policy teams to ensure a seamless, inclusive, and policy-aligned experience across every touchpoint. My contributions included designing the full service journey to align frontstage experiences with backstage operations, adapting designs in response to evolving policy and technical constraints without losing a human-centred focus, producing service blueprints and journey maps to drive delivery alignment, and actively mentoring junior designers to build team capability and confidence.

🏆 The program was formally recognised with an excellence award for customer experience acknowledging its impact on parents navigating their employment journey during a significant life transition.

This project exemplifies my approach to designing for complexity: holding the human experience at the centre while navigating policy constraints, cross-functional dependencies, and the realities of large-scale government service delivery.