Online customer experience and service design, Perth
See what it’s really like to be your customer
I help organisations understand the experience they’re creating today, uncover what’s getting in the way, and design better ways for people to find what they need and get things done.
Digital services are getting more complex. The experience shouldn’t be.
I help organisations make complex digital services feel simple, connecting content, systems, search and AI around what customers actually need.
People don’t experience an organisation in neat, separate parts. They simply try to find what they need or get something done. Behind that experience may be different teams, channels, content and systems, but to the customer, it’s one experience.
And as search and AI change how people find information, making those pieces work together matters more than ever.
Where I can make a difference
Sometimes customers can’t find what they need. A journey feels disconnected. Content has become difficult to manage. Internal teams are pulling in different directions. Or you know things could work better, but you’re not sure where to start.
Understand what people need
Get closer to what people actually need through customer research, consultation and testing, including the experiences of people with different abilities, backgrounds, languages and circumstances.
Make the experience work better
Improve the content, structure and journeys people rely on, and make better connections between the systems and services behind them. Plan for what comes next as search, AI and technology continue to change how people find and use information.
Get your teams working together
Build a shared understanding of what needs to change, bringing together different teams, priorities and expectations so decisions can be made and improvements can move forward.
The online world is changing
Search, AI and connected technologies are reshaping how people find, access and interact with information.
We need to rethink what happens behind the scenes
Content needs to be structured differently. Information needs to surface in the right places. Search, systems and technology need to work together.
I make it my business to stay ahead of these changes and help organisations understand what they mean for the experiences they create online.
Michelle is a passionate and ultra-professional online content and customer-experience guru who can inspire an organisation to finally take its corporate website seriously, and do something about it. … Above all, she understands the importance of planning content and layout from the customer point of view and can galvanise others to put those customers first.
How we can work together
Sometimes you need someone to do the work. Sometimes you need expert guidance. And sometimes the greatest value comes from building the knowledge and confidence within your own team.
Training
Practical, hands-on courses in Perth, or in-house training tailored to your team, with skills and ideas you can put to work straight away.
Explore training coursesCoaching
Ongoing support, guidance and learning that helps your team build capability while working on the challenges in front of them.
Explore coachingConsulting
Hands-on expertise to take on the work, shape the right approach and deliver what’s needed from start to finish.
Explore consultingEvents
Thought-provoking events that bring people together to hear different perspectives, challenge assumptions and better understand other people’s experiences.
See upcoming eventsBehind every website and online service are people. The people trying to use it, and the people working hard to make it better. I work with both.
Let’s talk about what you need
Whether you have a project in mind or just a sense that things could work better, I’m happy to have a conversation about where to start.
Get in touch