Michelle specialises in the application of design thinking (Human Centred Design) utilising co-design techniques to improve people's service experiences.
Michelle has deep expertise in end-user research, customer experience, user-experience and service design for multichannel services, with a primary focus on digital. She has more recently established and managed a global team in end-user research through to experience design for global mining giant Rio Tinto, and has formal graduate and post-graduate qualifications in design, the arts, business and technology management (Grad Cert Bus & Tech, UNSW, BVA Southern Cross Uni, Branding,Academy of Design, Melbourne Business School). She is passionate about delivering elegant customer-centric service experiences for people, especially for digital technologies.
Her experience in digital design and CX / UX capability development includes industries such as Mining, Finance, Recruitment, Federal / State and Local government, Retail / Wholesale and Manufacturing and Advertising.
Michelle has developed and delivered training to a range of public and private organisations transforming to a “Customer First” culture. She codesigned the whole of Queensland Government’s Customer First training program, and managed the codesign and rollout of training for eHealth Queensland. More recently, Michelle was responsible for the development and rollout of design thinking training to employees of global mining giant, Rio Tinto.
Michelle has also delivered training to a range of Federal government agencies in the deployment of new IT systems and capability. She has provided ‘train the trainer capability’ for ‘customer first’ capability development programs.
Michelle is a human-centred co-design practitioner, and as a result her training is heavily focussed on a collaborative and inclusive approach. Her courses are design thinking led and hence have a facilitated, practical “doing” approach for participants.