My Life + | Viv Healthcare

A program to assist patients living with HIV better manage their condition and lifestyle.

Background

There are currently around 30,000 people in Australia living with HIV. Advances in treatments means HIV patients can now live long healthy lives if they adhere to a strict regimen and manage their virus efficiently and the main issue HIV patients face is that doctors are not always proactive in reviewing their patients. This is due to short consultation windows and patients not being outright with their doctors about concerns or mishaps due to patients not accurately recording and tracking their medical information. This results in consultations not always being conducive of enhancing patients treatment and patients not being properly educated on how to efficiently self-manage their lives living with HIV.

Efficient HIV management involves a strict regimen inclusive of remembering to take multiple pills daily, attending monthly visits to their doctors and specialists, day to day tracking and documentation of their pill intake, blood results, quality of life, moods and mishaps. Through comprehensive qualitative and quantitate research we also found majority of HIV patients struggle to adhere to a strict routine due to a vast array of external factors ranging from drug abuse, poor finances, poor advice and just generally being overwhelmed with information.

We found patients are also using a vast array of online and offline tools and techniques to manage their routines, documenting some things on paper, some on their mobile devices in un-secure environments and otherwise forgetting to document at all – thus resulting in not being able to properly educating their doctors during consultations, forgetting to take their pills and a generally lower quality of life.

Solution

MyLife+ is specifically developed to assists patients in keeping track of their health, medications, blood results, and symptoms daily while also reminding patients to take their pills and attend appointments on time. With MyLife+ patients can now obtain more comprehensive reviews, plans, information and support.The app is continually updated with health advice curated by NAPWHA, allowing patients to obtain more comprehensive research, information, reviews, plans, information and support. NAPWHA have also endorsed the MyLife+ mobile app.

MyLife+ has been designed with security and privacy top of mind with patients personal information only available through the password protected interface and their personal information stored securely on their own device. Patients can share their private information directly with their health care professionals manually through secure encrypted emails. MyLife+ mobile app empowers patients with the tools and self- confidence they need to better manage and track their regimen and make more informed choices in self-managing their HIV treatment.

Redesigning the Online Process for SMEs to Apply for R&D Tax Incentives

A program to streamline the process of applying for a government grant for scientific research and development.

Background

Applying for tax concessions to fund innovation is difficult.

The Australian Government required a greater number of small businesses to apply for tax concessions for research and development to meet budget-spend requirements.

The issue was that although the government had a stockpile of monetary concessions to encourage innovation in small businesses, the requirements, criteria and process was daunting and complicated so not many businesses knew how to, or could follow the complicated process, to apply.

Solution

The process included:

  • focus groups with the target audience and those working in the field.

  • content audit and analysis

  • analytics review

  • trends review

  • UX and information design

  • content script writing and production website design and development

Working with several government departments and over thirty stakeholders we first simplified paperwork and process requirements to eliminate 4 major steps in the previous process, making the new application process simpler and easier to navigate.

An end-to-end user-experience testing program then ran over six weeks. This program involved prototype testing on desktop and mobile, video recorded interviews, and live- prototype revisions to test new tools that were then added to the portal including:

  • a ‘Jargon Buster’

  • an R&D Tax Incentive Calculator

  • a Quick Tips tool

  • a ‘Find a Research Service Provider’ tool (there are 189 RSPs in Australia) a ‘forms tool’

  • animated video & podcast series

Results

The complete R&D Tax Incentive program and application was simplified into a 6-step online process - which was also then adapted into call centre scripts. The process that used to take an average of 30 days was reduced to 30 minutes allowing small business owners and innovators to more easily access funds and incentives for innovation.

In the first 10 days following launch there were 27 news articles and reviews promoting the new portal and accessibility as the ‘Next Big Thing Ahead’ for making innovation funding super accessible, with news coverage appearing within The Sydney Morning Herald, The Australian, The Australian Financial Review, New Life Scientist, and News Asia.

Virgin Australia Happy Hour

Strategy

Re-launch Virgin Australia’s “Happy Hour” campaign across digital channels and provide a robust bookings portal that can handle a large volume of traffic and ecom bookings every Thursday from 2pm to 6pm.

Background

The “Happy Hour” campaign is an on-going initiative for Virgin Australia. After being paused for a lengthy period of time due to travel restrictions the campaign was being re-launched and required an updated user experience and new visual design.

The customer for “Happy Hour” is your typical bargain hunter and can come from any demographic. They have, however, a single need in common and that is to get good value for money. 

Solution

There was the opportunity to tailor email marketing further to this audience. Most consumers will have “favourite” deals, such as flights to Perth, for example. A later phase of the project included providing users with the ability to tailor their email preferences, by “favouriting” particular deals. When a “favourite” deal is available on Virgin, their eDM highlighted this. 

 

Uber Driver & Delivery Partner Onboarding Program

Background

Feedback from first time drivers and delivery partners for Uber showed that onboarding and first time delivery experiences were adrenalizing, challenging, a little bit risky...and a little confusing.

There were challenges and a quite often more than a few daunting moments.

Examples of delivery / driver experiences:

“The app sent me all the way to Chippendale. At peak hour. It was a long way in Sydney traffic!”

“I didn’t know where to park my e-bike so I could lock it up.... and if it would be there when I got back!”

“When I picked up groceries to deliver I didn’t know where to go, or who to ask. I had to wait. I just wasn’t sure!”

“Trying to avoid touching your phone while driving is really difficult - I was constantly faced with the dilemma of doing the lawful thing vs accepting a trip or checking the GPS route...”

The goals of this CRM project were to:

  1. make delivering the first time a good time by celebrating key milestones,

  2. make delivering the second time a better time by empowering delivery riders/drivers with helpful tips to make their experience safer, more efficient and more enjoyable,

  3. make delivering the tenth time a time to reflect and provide other delivery riders/drivers with helpful tips and your own experiences to make the communities experience safer, more efficient and more enjoyable.

Solution

Mapping of first time experiences using feedback and qualitative research from driver and delivery partners captured after their first day, week and month of working with Uber.

Creation of time based email and sms CRM program and community fed knowledge hub of FAQs, tips and tricks to better the onboarding experience.

Delivery Partner (e-bike experience delivering food and groceries)

 

Timed / Trigger Based Email Program for Delivery Partners (e-bike experience delivering food and groceries)

Driver Partner (driver experience delivering passengers, food or groceries)

Timed / Trigger Based Email Program for Driver Partners (driver experience delivering passengers, food or groceries)

The Gold Coast Commonwealth Games Platforms, CRM and Ticketing Hub

Background

The Commonwealth Games is one of the world’s most iconic sporting events. With the 2018 Commonwealth Games fast approaching, an official website needed to be created. 

My brief was to lead the UX and navigation design and personalisation of the user experience of the website for ticket holders and athletes. The platforms were required to meet the highest levels of accessibility across all platforms. devices and browsers and required the capability to support over 10 million visitors per day from 54 countries, 18 territories and in 14 languages.

Solution

Leading the collaborative UX phase with the Commonwealth Games team I led agile workshops with the output being customer/user journey sets and sketches of key JTBD interfaces for users of the web and mobile sites. I then led drafting of IA and wireframe development and directed visual concept and user interface design teams.

From a technology perspective, the website was architected using the Drupal CMS, hosted on the Acquia Cloud Platform. This technology stack was the same solution as used in the design and development and content management of the Rio Olympics, Sochi Winter Olympics, the Grammys along with large publishing platforms such as MSNBC.

The site development was responsive across all devices, and was editable by the client through the CMS, with multiple user permission levels to enable content producers throughout the event to write and upload content.