AUCKLAND TRANSPORT | 2019–2022
Supporting human-centred design uplift across Auckland Transport
Shared tools and processes to help teams understand customer journeys and bring customer evidence into everyday decisions.
Overview
Alongside product and service design work, I created a broad range of outputs to support Auckland Transport’s wider design practice and help teams communicate complex customer experiences. This included journey maps, service blueprints, personas, frameworks, prototypes, videos and presentations. These were used to support UX and service design projects, stakeholder conversations and decision-making. I also contributed to Auckland Transport’s wider Human-Centred Design and Agile capability, creating materials that helped teams understand and adopt new ways of working, and supported the Customer Experience team in visualising and communicating its design strategy across the organisation.
Journey Maps
I worked across both physical and digital touchpoints to map end-to-end customer journeys. One example involved exploring the assumed customer experience of moving through future City Rail Link stations. We created personas and journey maps for each station to understand how customers might navigate the space, interact with key touchpoints, and experience the overall journey. These maps helped validate station designs, identify potential pain points, and highlight opportunities to improve the experience before the stations were built.
K Road Journey Mapping
Blueprints
I collaborated with Service Designers to build and visualise process and service blueprints. These helped people within the organisation get a better understanding of where back-end processes were falling short and how things might be done better to make those processes more efficient and effective.
HOP vending machine trouble shooting process
Playbooks
I worked with the wider Customer Experience division to create playbooks that supported Human-Centred Design capability uplift across the organisation. These helped explain what HCD is, how our teams worked, and where design could add value to different parts of Auckland Transport. While collaborating on the content of these - I was responsible for the creation and delivery of the final playbooks.
Customer Experience Design Playbook
Customer Testing Playbook
Behavioural Science Playbook
Journey Mapping Playbook
Presentations
I helped turn workshop and project findings into clear, lasting presentation booklets that captured key insights, outcomes and next steps for teams and stakeholders.
Design and Placemaking Sprint Output
Comms & Marketing Sprint Output