About me
Hi, I'm Jenny. I'm a designer who helps government and member organisations turn complicated services into things people can actually use.
For more than fifteen years I have worked across research, service design, UX and visual design. I am happiest when I am in a room with real users, a wall of sticky notes and a problem that everyone agrees is "too hard". Most of my recent work has been with Australian federal, state and local government, and with professional membership bodies.
I believe the best design work is quiet. When a form is easy to fill in, a search returns the right thing, or a council page answers the question before it is asked, nobody notices the design. That is the goal.
What I do
Research & discovery
Stakeholder and user interviews, contextual inquiry, surveys, analytics review, card sorting and tree testing. I turn what I hear into journey maps, personas and clear problem statements.
Service design
Service blueprints, current and future state journeys, and workshops that get policy, operations and technology teams aligned on the same picture of the service.
UX & interaction design
Information architecture, wireframes, prototypes and usability testing. I work in Figma and design to the Australian Government Design System and WCAG 2.1 AA.
Visual & UI design
Design systems, component libraries and polished, accessible interfaces that fit an existing brand rather than fighting it.
How I work
- Start with the task, not the org chart. Services should be organised around what people need to do, not who owns the content.
- Evidence over opinion. Every recommendation is tied to something a user said, did or struggled with.
- Accessibility is not a phase. It is built into research recruitment, design decisions and testing from day one.
- Leave the team better than I found it. Templates, patterns and plain-English guidance so the work keeps improving after I leave.
Selected experience
- ACT Health & Access CanberraResearch, service design and artefacts for citizen-facing digital services
- BetStop – National Self-Exclusion RegisterUX and UI for the online registration journey
- Unique Student Identifier (USI)Research and design for the student and provider portals
- Northern Beaches CouncilWebsite redesign, integrated search and intranet homepage
- Chartered Accountants ANZ (ICAA)Website redesign and CPE training pages
- Life ChecksMobile-first online help tool for financial wellbeing
You can read the case studies from the menu, or start with Northern Beaches Council – Redesign and NBC – Intranet homepage.
Tools
Get in touch
I am available for contract and freelance work, in Sydney or remotely. If you have a service that needs untangling, I would love to hear about it.