At Telstra Health I led the user experience design for a Leads CRM. The design brief was to address increasing volumes of residential aged care admissions by simplifying manual processes and introducing audit ready reporting.

I created journey maps to uncover hidden people and processes. I facilitated user interviews and usability reviews with admissions staff to identify common terminology, pain points, and workarounds. I used discover insights and business requirements to create prototypes of the digital experience.

I regularly presented prototypes to stakeholders and delivery teams during build scoping. I created design specifications, code prototypes and provided quality assurance testing to support development, UAT and release.

A key outcome of the design was multiple hours saved each week for every admin officer that used our Leads CRM. Direct feedback reported the feature as “intuitive and user friendly” and the release successfully gained Medicare compliance approval, meeting all reporting requirements for the quality standards performance audit.