At Sportsbet I have worked closely with my product, design and online colleagues to provide research and journey mapping support via both co-design workshops and fixed term sprints.
I started my research into key business problems with subject matter experts (business stakeholders), together we rapidly mapped the known journey of the current state, highlighting painpoints with experience and known system & process issues.
And then overlaid research and data points to validate and provide further insight to these issues.
The process was new to the business and developed iteratively via a reflective practice, to ensure the best way of engaging and working with the business was designed.
After which I collaborated with a peer to lead co-design sessions with senior members of he design, Research and UX team to design an engagement model for this new business service.
The outcome of this work has been the creation of a customer DNA journey, and series of workshop packages that I am coaching out to the business to encourage this type of visual problem solving and communication practice.
During my time with the business I have also contributed best practice models for User Testing (qualitative research throughout the design and development lifecycle). It features a range of research and design methods and tools. I have also planned, prepared and conducted user testing sessions with the design team to validate their work during and prior to sprints.