Jake Cox

Led the redevelopment of the Finance Division's intranet content, applying evidence-based content modeling and IA design to enhance user experience.

• Directed user-centred research and content strategy for intranet redevelopment, improving internal information accessibility.
• Applied advanced content modeling and information architecture principles to optimize digital content delivery.
• Collaborated with cross-functional teams to integrate user insights into the design of critical internal platforms.

Produced key UX, UI, and service design artifacts for a significant digital transformation of cargo clearance systems, enhancing process efficiency.

• Developed comprehensive UX/UI designs and service blueprints for a large-scale digital transformation project, improving system usability.
• Collaborated with stakeholders to translate complex business requirements into intuitive user flows and interfaces.
• Streamlined digital processes for cargo clearance, contributing to a more efficient and compliant system.

Designed and led extensive user research to deliver a detailed roadmap for improving the department's intranet, enhancing staff and content editor experience.

• Spearheaded an in-depth user research study, engaging over 20 stakeholders and analyzing 116 survey responses to inform intranet improvements.
• Authored a 50-page comprehensive research report detailing methodologies, findings, and a strategic roadmap for implementation.
• Provided actionable recommendations for 30 immediate and 5 long-term intranet enhancements, directly improving user satisfaction and efficiency.

Led end-to-end UX, UI, and service design lifecycles, delivering critical research and design artifacts for digital products across IDEMIA's Asia-Pacific engagements.

• Directed the iterative development of new information architecture and wireframes for a mobile app's core modules over 18 months.
• Led co-design workshops with an internationally dispersed development team, translating concepts into high-fidelity UI mockups.
• Delivered a comprehensive Material Design UI kit and custom illustrations, ensuring consistent and intuitive user experiences.
• Designed complex integrations for Singapore's digital citizen identity, encompassing authentication, personalization, and pre-filling features.

Redesigned the Carers Australia and National Carers Week websites, utilizing evidence-based UX, UI, and content design to enhance user engagement.

• Executed a full redesign of two key organizational websites, improving navigation and content accessibility for users.
• Integrated user research findings into design decisions, leading to a more intuitive and impactful online presence.
• Optimized content and visual elements to align with user needs and organizational goals, enhancing brand consistency.

Produced critical design, research, and strategy artifacts for diverse digital transformation projects, serving private sector and Federal Government clients.

• Designed and documented a scalable user account security framework, ensuring robust implementation across all Salesforce portals.
• Spearheaded an ad-hoc team to resolve an ethical data collection issue for minors, successfully securing product owner approval.
• Facilitated co-design workshops and iteratively refined high-fidelity UI designs, leveraging the Salesforce Lightning Design Components library.

Delivered essential UI artifacts and interaction design documentation for the native system adaptation of a video-streaming platform across various TV and mobile platforms.

• Produced detailed UI artifacts and interaction design documentation for a video-streaming platform, ensuring seamless cross-platform functionality.
• Contributed to the native system adaptation across diverse TV and mobile platforms, enhancing user experience.
• Collaborated with development teams to ensure design feasibility and successful implementation of digital products.

Delivered human-centred design and digital strategy solutions to enhance digital experiences across the Optus lifestyle and entertainment suite.

• Developed human-centred design solutions for the Optus lifestyle & entertainment suite, improving user satisfaction.
• Contributed to digital strategy development, aligning design initiatives with broader business objectives.
• Implemented UX/UI best practices to optimize user journeys and increase engagement across digital platforms.

Produced human-centred design and user research deliverables for enterprise clients, benefiting from mentorship and guidance from experienced designers.

• Created comprehensive human-centred design deliverables for diverse enterprise clients, addressing complex user needs.
• Conducted user research activities to gather insights, informing design decisions and product improvements.
• Collaborated within a team environment, contributing to project success under the guidance of senior designers.

Carers Australia was looking to redesign their website for a modern and accessible web experience. Using several user-centred research activities, I undertook two weeks of research to better understand the current state of the website. During my research playback to stakeholders, I also took the opportunity to co-design a new homepage layout through a stakeholder sketch activity. Based on these sketches, I designed a homepage wireframe to inform the design direction for subsequent page template designs. After iterative refinement of initial wireframes, I produced high-fidelity UI designs in Sketch, along with a bespoke responsive UI-kit, with a focus on usability and consistency between responsive experiences. Following my design phase, I conducted a content audit, and rewrote over 70 pages of web content. Once custom WordPress templates had been built and delivered by an external vendor, I published the new web content, and trained internal marketing & communications staff in the publication of content using the new Wordpress templates. KEY ACHIEVEMENTS: - Effectively halved the number of web content pages from 74 to 37, while creating several brand new content pages - Resultant of my research and design work, my engagement was extended to also redesign the National Carers Week campaign website following the same process

SharePoint Intranet Experience - User Research Study SharePoint Intranet Experience - User Research Study Oct 2023 - Jan 2024Oct 2023 - Jan 2024 Company logo Associated with Department of Infrastructure, Transport, Regional Development, Communications and the Arts Associated with Department of Infrastructure, Transport, Regional Development, Communications and the Arts 12 months after launching a new intranet experience, the Department of Infrastructure engaged me to evaluate the current performance of the department’s intranet and identify where improvements could be made. I designed, facilitated, and led an in-depth user research study to understand how the departmental intranet experience can be improved for staff, content editors & owners, and intranet administrators. Through workshop and interview sessions I collected insights from over 20 stakeholders, operational staff, and intranet contributors, which was complimented by 100 responses to an all-staff survey for generalised feedback about the intranet, and 16 responses to a survey tailored to intranet content editors. After reviewing my findings through research synthesis, I produced a comprehensive research report, which detailed research methodologies, findings, thematic insights, and a roadmap of improvements to be made both immediately, and in the long-term. KEY ACHIEVEMENTS: - Delivered a 50 page research report, providing transparency into the methodologies, findings, and recommendations of the research study - Provided granular guidance and recommendation on 30 individual immediate improvements to the intranet experience, and 5 long term considerations for the future of the department’s intranet

Requiring a centralised experience for all digital immigration and border security touchpoints, the Singapore Government engaged IDEMIA to develop a new mobile application for the Immigration and Checkpoints Authority. After conducting an extensive evaluation of the current Singapore Arrivals Card application and a review of similar border applications of other countries, I iteratively developed a new information architecture and wireframes for the app’s core modules. Over 18 months, I worked with an internationally dispersed development team to lead co-design workshops, transform my initial concept designs into high-fidelity UI mockups of the entire app, and update designs as new business requirements were provided. My final delivery also included a Material Design UI kit, custom illustrations, and extensively comprehensive UX/UI documentation. KEY ACHIEVEMENTS: - Designed for a complex integration with Singapore’s digital citizen identity, including authentication, meaningful personalisation, push and in-app notifications, and pre-filling of forms

Requiring a new web content experience, the Department of Education, Skills and Employment engaged me to redevelop the Tuition Protection Service (TPS) program’s web content for the new departmental website. Following on from usability research undertaken by an external vendor, I undertook a content audit of the current TPS website, including a detailed review of over 100 FAQs. Using this current state mapping, I developed an improved future-state content map, detailing where individual pieces of content would sit in a new information architecture. Using the design framework of the new dese.gov.au website, I created UI mockups to demonstrate the new content experience, before beginning to rewrite the content itself, and publish it in Drupal. KEY ACHIEVEMENTS: - Reduced the number of web content pages from 41 to 11, while creating a number of brand new content pages - Published the new TPS web content into the new DESE beta website environment

Whilst working for Capgemini, I was engaged with Lendlease in an embedded delivery team to design and implement service B2B & B2C Salesforce portals, including a commercial leasing portal for LendLease account managers to more clearly engage with tenants. Working closely with business analysts, solution architects, and internal subject-matter experts, I facilitated co-design activities, and iteratively produced and refined a series of comprehensive wireframes and high-fidelity UI designs based on the Salesforce Lightning Design Components library. KEY ACHIEVEMENTS: - Designed and comprehensively documented a scalable user account security framework for implementation across all Salesforce portals - Assembled and spearheaded an ad-hoc tiger team to provide a viable & in-scope solution to an ethical issue about the collection of data of minors, and successfully sold the solution to product owners