Selected Work — Service Design & Product Strategy
Turning complex problems into products, services and strategies that move organisations forward.
SafeDrivePod
Repositioned a data-driven insurance product around customer value and trust, using behavioural design to support adoption and retention.
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High Tech CQN Process Innovation
Optimizing the Customer Quality Notifications process by automating and simplifying the intake process, smart triage into the Issue Resolution Process.
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Talent Management & Succession Planning
Defined a future-state talent experience connecting career pathways, skills insight, personalised learning and leadership visibility.
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Legislation Management Innovation
I led the innovation engagement for a governmental body leading to a RFP win for ServiceNow.
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KnowtheAct
Built a chatbot that explains the EU AI Act in plain English, helping people understand what the rules could mean for their work.
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The AI Amplifier Framework
The AI Amplifier Framework was conceived as a coherent Product Innovation Cycle integrated with AI tooling.
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TasteSelect (Independent Case Study)
Independent Case study based on one of the largest ride hailers in Asia, adding a premium category for an emerging segment.
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Global Launch Strategy, AI Email Client
Developed a global market-entry strategy for an AI-native email product across 100 markets. Prioritised launch markets based on market potential, competitive advantage, regulatory friction and execution feasibility.
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