Clement Tam
Feb 2023 - Current
Product Designer, Service NSW, Business Bureau
Business Connect team:
Redesigned and re-platformed Business Connect - an advisor and events booking platform, which led to a 120% increase in customer conversion rates, new advisor onboarding was 70% faster, and CSAT scores went up by 50%.
Performed user research, user & stakeholder interviews, usability testing, competitor analysis, heuristic evaluation, persona creation, wireframes, and prototypes to facilitate end-to-end product delivery.
Explored multiple design concepts and challenged our design system to elevate user experience.
Business Licencing team:
Led the digital transformation of Business Vehicle registration, replacing manual processes with a streamlined digital experience.
Redefined the Liquor Licence Manager platform, enhancing the application and transaction flow experience.
Conducted user research, stakeholder interviews, data analysis, usability testing, and created customer journey maps to inform design decisions.
Developed a comprehensive design planning template, optimized project planning by selecting appropriate design tools within project constraints.
Feb 2023 - Current
Product Designer, Service NSW, Business Bureau
Business Connect team:
Redesigned and re-platformed Business Connect - an advisor and events booking platform, which led to a 120% increase in customer conversion rates, new advisor onboarding was 70% faster, and CSAT scores went up by 50%.
Performed user research, user & stakeholder interviews, usability testing, competitor analysis, heuristic evaluation, persona creation, wireframes, and prototypes to facilitate end-to-end product delivery.
Explored multiple design concepts and challenged our design system to elevate user experience.
Business Licencing team:
Led the digital transformation of Business Vehicle registration, replacing manual processes with a streamlined digital experience.
Redefined the Liquor Licence Manager platform, enhancing the application and transaction flow experience.
Conducted user research, stakeholder interviews, data analysis, usability testing, and created customer journey maps to inform design decisions.
Developed a comprehensive design planning template, optimized project planning by selecting appropriate design tools within project constraints.
Feb 2023 - Current
Product Designer, Service NSW, Business Bureau
Business Connect team:
Redesigned and re-platformed Business Connect - an advisor and events booking platform, which led to a 120% increase in customer conversion rates, new advisor onboarding was 70% faster, and CSAT scores went up by 50%.
Performed user research, user & stakeholder interviews, usability testing, competitor analysis, heuristic evaluation, persona creation, wireframes, and prototypes to facilitate end-to-end product delivery.
Explored multiple design concepts and challenged our design system to elevate user experience.
Business Licencing team:
Led the digital transformation of Business Vehicle registration, replacing manual processes with a streamlined digital experience.
Redefined the Liquor Licence Manager platform, enhancing the application and transaction flow experience.
Conducted user research, stakeholder interviews, data analysis, usability testing, and created customer journey maps to inform design decisions.
Developed a comprehensive design planning template, optimized project planning by selecting appropriate design tools within project constraints.
Feb, 2022 - Aug, 2022
Service Designer Graduate, Department of Customer Service
Contributed to all design phases, from user and stakeholder research to service blueprinting and concept development.
Conducted contextual inquiries with NSW customers and frontline staff to gather insights and improve service design.
Identified opportunities for enhancing customer experience through a customer-centric approach across physical and digital touchpoints.
Feb, 2022 - Aug, 2022
Service Designer Graduate, Department of Customer Service
Contributed to all design phases, from user and stakeholder research to service blueprinting and concept development.
Conducted contextual inquiries with NSW customers and frontline staff to gather insights and improve service design.
Identified opportunities for enhancing customer experience through a customer-centric approach across physical and digital touchpoints.
Feb, 2022 - Aug, 2022
Service Designer Graduate, Department of Customer Service
Contributed to all design phases, from user and stakeholder research to service blueprinting and concept development.
Conducted contextual inquiries with NSW customers and frontline staff to gather insights and improve service design.
Identified opportunities for enhancing customer experience through a customer-centric approach across physical and digital touchpoints.
May, 2021
Product Designer, Anglicare
Redesigned a platform for residents to communicate with Village management, improving user experience.
Conducted user research, restructured the customer journey, and developed prototypes in consultation with SMEs to address user needs and business challenges.
May, 2021
Product Designer, Anglicare
Redesigned a platform for residents to communicate with Village management, improving user experience.
Conducted user research, restructured the customer journey, and developed prototypes in consultation with SMEs to address user needs and business challenges.
May, 2021
Product Designer, Anglicare
Redesigned a platform for residents to communicate with Village management, improving user experience.
Conducted user research, restructured the customer journey, and developed prototypes in consultation with SMEs to address user needs and business challenges.
April, 2021
Product Designer, IO Energy
Redesigned a platform for residents to communicate with Village management, improving user experience.
Conducted user research, restructured the customer journey, and developed prototypes in consultation with SMEs to address user needs and business challenges.
April, 2021
Product Designer, IO Energy
Redesigned a platform for residents to communicate with Village management, improving user experience.
Conducted user research, restructured the customer journey, and developed prototypes in consultation with SMEs to address user needs and business challenges.
April, 2021
Product Designer, IO Energy
Redesigned a platform for residents to communicate with Village management, improving user experience.
Conducted user research, restructured the customer journey, and developed prototypes in consultation with SMEs to address user needs and business challenges.
©
2024
Clement Tam
©
2024
Clement Tam
©