I'm a multi-disciplinary designer bridging gaps to create human-centred futures. I'm passionate about using transdisciplinary methods to solve complex challenges and believe the best solutions transcend disciplinary boundaries.
Drawing on a skillset spanning strategy, design and development, I have consulted on digital engagement technologies, helped redesign staff onboarding processes at UTS, and developed a consensus-building exercise for community engagement practitioners.
Bachelor of Communication in Digital and Social Media
University of Technology Sydney (UTS)
Bachelor of Creative Intelligence and Innovation
University of Technology Sydney (UTS)
The Customer Experience Company (CEC) is a consultancy helping organisations design and deliver better customer experiences. Working across service design, research, and people & culture change for 19+ years, CEC has developed a reputation for helping their clients gain a competitive advantage through customer experience.
Service Designer (Consultant)
2022 to Present
Junior Service Designer (Analyst)
2021 to 2022
Service Design at Scale – Federal Government Department (2022)
I was a core team member at CEC that worked with a Federal government department on a large-scale transformation program that produced a digital service delivery solution. In my role, I led multiple streams of work that varied from design research to implementation planning. Across those work streams, we investigated 3 services using a human-centred design approach to identify the current state landscape and define actionable experience improvements. Throughout the project, I worked closely with product owners and stakeholders — including the client's technical delivery partner — to share insights and iterative design progress. The resulting digital solution went live in December 2022, with future releases planned to continue transforming the department's service delivery for years to come.
Since 2013, Engage2 has worked with governments and organisations worldwide to strengthen the connection between their responses and people’s needs.
Engage2 helps governments and organisations move beyond one-way, check-box consultation to genuine engagement with their communities and stakeholders and, ultimately, to better outcomes.
Digital Engagement Coordinator
2020 – 2021
2019 – 2020
Enhancing Staff Engagement – 5B (2020)
A rapidly growing cleantech company, 5B was looking to define a future strategic vision and place their staff at the centre of the process. The client needed strategic guidance and facilitation to realise their leaders’ vision of a staff-centric strategic plan. I coordinated a suite of digital tools to facilitate an internal engagement process whereby staff proposed, prioritised and co-delivered 36 innovative strategic initiatives. My team worked with the Crowdsourced Democracy team at Stanford University to pioneer the use of participatory budgeting in the private sector. In addition, I transformed staff insights into a suite of reporting and communication materials to support continued engagement.
EngageTech Forum (2020)
The EngageTech Forum is a peer-to-peer learning event for stakeholder engagement practitioners. During the COVID pandemic, I designed the first all-digital experience for the 2020 EngageTech Forum. Drawing on insights from attendees and learnings from previous events to understand participants’ needs and experiences with online events, I designed and delivered an interactive microsite that successfully engaged over 80 live participants across four countries in a full-day program, and could be evolved into a service offering by Engage2.
2016 – 2021
Onboarding Redesign – UTS Financial Services Unit (2019)
The UTS Financial Services Unit (FSU) set out to improve and modernise their staff onboarding experience. I led this research and ideation process, conducting staff interviews and drawing on best practices across various industries to improve the FSU's HR processes. Research findings were workshopped with HR experts at UTS and Estée Lauder Companies before strategic recommendations were presented to FSU leadership. As a result of the recommendations the FSU piloted a new digital onboarding solution in late 2019.
I acknowledge the Cabrogal people of the Darug Nation, the traditional custodians of the land where I live and work. I pay my respect to their Elders past, present and emerging.
© 2023 Nusardel Oshana