Service Design
My career has spanned across several domains over the years. This is a showcase of my work in service design.
IAG: Design Community
"Love working and learning with/from you all over the past year on the Risk Profiling work. Looking forward to lots more opportunities for learning and applying design thinking over the coming times."
Carolyn B Senior Specialist, Operational Risk Transformation , IAG
Outcome
The output of the project was winning the Good Design Australia 2019 award for the category design strategy for our successful approach and implementation of design capability uplift from the Human-Centred Design (HCD) Community at IAG. The Design Community is a people-based system of training, events, and support designed to uplift the capability of design thinking across IAG. The system empowers employees to enhance their existing roles with design mindsets, approaches, and practices.
Role
Service Designer
Timeline
October 2018 - June 2021
Skills Utilised
Project management
Stakeholder management
Senior level visual & written communication
Workshop design & facilitation
Service Design: All stages
Leadership
Storytelling
Information achitecture
Design thinking
NSW DCS: Pet Registry Redesign
"Really enjoyed working with Saj. He helped modernise our Pet Registry service and challenged our thinking with many key features, particular how pets are transferred."
Stephen L - Regulator
Outcome
End to end redesign of the NSW Pet Registry. The NSW Pet Registry is a regulated product with over 3 million users. This project involved many stakeholder groups with complex needs and several legacy system integrations. Stakeholder groups include: Breeders, Owners, Vets, Councils, Authorised Identifiers, Law Enforcement, Shelters, Rehoming Organisation and Office of Local Government. Due to legal agreement with NSW DCS, this showcase must be presented by Saj on Miro and the client must not record the content.
Role
Senior Service Designer
Timeline
March 2023 - Nov 2023
Skills Utilised
Project management
Stakeholder management
Senior level visual & written communication
Workshop design & facilitation
Discovery
Qualitative research
Quantitative research
Prototyping
Change management
Flight Centre Travel Group: Refunds Redesign
"Saj has done an incredible job in deep diving into our company, workflows, ecosystem, processes, to understand and articulate our journeys. Saj's engagement has been friendly and energetic... a real pleasure to work with. Saj did a great job in connecting and working with feedback and business needs as we pivot on projects."
Morgan M - Project Manager
Outcome
Improved refunds experience for both customers and employees through greater transparency, reduction of agent processing delays and significantly improved and digitised process. NPS and eNPS results improved as a result. Saj was given permission to host this case study on his agency website, Swivvel. Click the link to view the case study on Swivvel's website.
Role
Experience Design Lead
Timeline
September 2022 - April 2023
Skills Utilised
Project management
Stakeholder management
Senior level visual & written communication
Workshop design & facilitation
Discovery
Qualitative research
Quantitative research
Python queries
Service Blueprint mapping
Change management
Telstra: T-MDM Redesign
"Really enjoyed working with Saj. He helped modernise our Pet Registry service and challenged our thinking with many key features, particular how pets are transferred."
Morgan M - Project Manager
Outcome
End to end redesign of the Telstra Enterprise (B2B) T-MDM Managed Service product – achieved a 5/5 rating with outstanding feedback from mobility executive and customers. Due to legal agreement with Telstra, this showcase must be presented by Saj on Miro and the client must not record the content.
Role
Senior Service Designer
Timeline
November 2023 - February 2024
Skills Utilised
Project management
Stakeholder management
Senior level visual & written communication
Workshop design & facilitation
Discovery
Qualitative research
Quantitative research
Python queries
Service Blueprint mapping
Change management
IAG: Make It Stick
"Really enjoyed with you and your team on Make It Stick, Saj! We would have struggled with Synthesis if you and Erich didn't help guide us through. You and your team's knowledge and experience in service design is extremely valuable."
Matt P Executive Manager Customer Futures, IAG
Outcome
An online learning module was developed to replace the resource intensive face to face program along with a vigorous governance and experimentation framework the Customer Enablement team to continuously improve their program regardless of team and business changes.
Role
Service Designer
Timeline
Feburary 2019 - October 2019
Skills Utilised
Project management
Executive level stakeholder management
Executive level visual and written communication
Workshop design & facilitation
Service Design: All stages
Leadership
Storytelling
Behavioural design
Design thinking
IAG: Creative Intelligence
"A commendable initiative focused on upskilling executives in the basics of creative thinking. It's a strong internal design transformation program that is a great example of design strategy and leadership to build in creativity and practices that turn new insights into potential impact."
Good Design Australia 2020
Outcome
The output of this project was the Creative Intelligence program which was recognised by Good Design Australia, winning the award for design strategy for the second year in a row (2020). Creative Intelligence is an engagement program offered by the IAG Design Centre. As an extension of the Design Community, it uplifts skills of IAG employees with new mindsets. Applying creativity to business and customer goals enables out of the box thinking, capability growth, and innovative outcomes.
Role
Service Designer
Timeline
October 2019 - June 2021
Skills Utilised
Project management
Stakeholder management
Visual communication
Workshop design & facilitation
Service Design: All stages
Leadership
Storytelling
Behavioural design
Design thinking
IAG: CFO Creative Working Group
"I would like to call out the wonderful support provided by Surya, Erich and Sajain to the CFO Creativity Working Group. Their support, expertise and leadership has allowed us to move our project forward on a sound well researched foundation. We have introduced new concepts and processes to our CFO Leadership Team that has helped us reframe problems and research creativity on strong foundations. The team helped us create a plan and vison to embed creativity into CFO. Providing us with tools and information to further our understanding and thinking."
George S – Executive Manager, Operational Partnering IAG
Outcome
The design led approach to introduce Creative Intelligence resulted in each CFO CWG member experiencing a shift in perspective of Design and Creativity which they now bring back to their day to day roles. Each CFO CWG member represented a significant part of the CFO division so the impact of these members has had a multiplier effect on the division. These area include:
• Operational Partnering
• Asset Allocation
• Corporate Treasury
• Internal Audit
• Australian Finance
• NZ CFO
• Analysis Integrity & Capital Management
• Placement & Underwriting
Role
Service Designer
Timeline
April 2020 - October 2020
Skills Utilised
Project management
Executive stakeholder management
Executive level visual and written communication
Workshop design & facilitation
Service Design: All stages
Business Strategy
Coaching & mentoring
Leadership
Storytelling
IAG: NRMA CVP
"I loved the way you worked well through lots of ambiguity to develop a really great piece of work, without a lot of guidance! I loved you ability to think strategically as well as understanding the detail (i.e. Regulatory changes, Pricing, Serenity changes, etc.)I was really impressed with how you took a lot of detailed info and visualised and structured it in a way that drove really rich conversation within the EM group.I could always rely on you 100%.
I never felt like I needed to check in, because you gave me proactive updates, and you always followed up on any actions. It was clear that you were fully across what you need to achieve and had everything under control.I loved how passionate you were about the work. i.e. when you were reviewing our customers painpoints and best practice in the industry – I could see how you genuinely were interested and invested in how we could be solving these painpoints for our customers. Keep up the great work!"
Amanda K - Manager, Customer Segmentation, IAG
Outcome
A recommendation deck provided to DIA SLT on where the core general NRMA products could differentiate to truly be product leaders in the market. The result was cost savings to IAG because we didn't have to get external consultants to come do the work required. We were able to cancel our contract with Strategy& and run this project inhouse.
Role
Service Designer
Timeline
August 2020 - January 2021
Skills Utilised
Project management
Executive level stakeholder management
Executive level written & visual communication
Market research
Competitor analysis
SWOT analysis
Workshop design & facilitation
Service Design: Discovery, Synthesis
Product strategy
Business strategy
Leadership