Customer Experience Design
By applying Human-Centered Design principles, I deliver projects that resonate deeply with users on an emotional level, leading to increased task completion and user satisfaction. This ensures my clients gain a deep understanding of their target audience.
Innovating the Vaccination Journey
I led the design of the vaccinator journey, mobile views of the vaccinator application, and the user research of effectiveness of the e-learning content.
Unlocking Equity
A hypothesis-driven research project that helped identify segments and evolve My BRANZ Knowledge into a competitive construction industry information hub.
Multi-channel Experience
A multi-channel experience for design and go-to-market for a data sharing product. The design provides a seamless order and support experience for this product.
Innovating the Vaccination Journey for Ministry of Health
Customer Journey Map of Vaccination Centres
My keen eye for UX identified critical usability roadblocks in the initial Vaccination App which did not fit a vaccination mental model thus impacting usability and efficiency.
Proactively, I led a workshop using Human Centred Design approaches with the Ministry of Health and District Health Boards. We addressed the challenges by reviewing past vaccination processes, patient perception of vaccinations and conducting several iterations of walkthroughs to identify the optimal user journey.
The resulting design received the Prime Minister's approval. This user-centered approach became the foundation for the vaccinator app and vaccination centres and ultimately vaccinating 90% of New Zealanders.
Unlocking Equity
for Ministry of Education
Application process for Professional Learning & Development
I led the development of a bilingual professional development application to empower teachers in New Zealand schools, particularly those in Maori medium environments. This innovative app aimed to increase teacher participation in up-skilling programs by simplifying the funding application process.
A key challenge was aligning principal desires for a user-friendly platform with the processors' need for a streamlined application. Through interviews with principals and interactive workshops with the teaching community, we co-created target customer journeys to understand their needs. I also spearheaded design sprints with stakeholders to elaborate those user journeys, prioritised user needs and captured requirements through user story creation.
This collaborative approach led to a 20% increase of applications from Māori medium schools.
Multi-channel Experience for Vodafone NZ
The Red Share mobile data sharing plan is a testament to the power of user-centric design. I played a pivotal role in crafting the customer experience for this successful product, which continues to thrive today.
My approach began with facilitating a workshop that brought together over 20 stakeholders. By actively engaging stakeholders, I secured the crucial buy-in for the seamless experience, while optimising business support costs.
By championing a multi-channel ordering experience, we ensured customers could easily sign up for the plan through their preferred channel, be it online, in-store, or via phone.
Contact
Let’s cook up products with plenty of courage, slices of ideas and pottles of collaboration
MP
Merissa Parkinson
Phone
+ (64) 27 617 0826