Online customer experience consulting and delivery
Bring me in for specialist advice, or bring me in to deliver the work.
Sometimes you need an experienced perspective on a particular challenge or decision. Other times, you need someone to get involved, work alongside your team and help move the work forward.
I offer both. You can bring me in for focused specialist advice, or engage me to investigate, plan, develop and deliver a larger piece of work.
Two ways to work together
Choose the level of support that fits what you need now. If you’re not sure which is right, we can work that out together.
Specialist advice
Bring me in for an experienced perspective.
$250 + GST per hour
You might want to talk through an idea, get advice on a decision, have me review something you’re considering, or have me help you think through a challenge before you take the next step.
I’ll start by understanding what you’d like advice on. It might just be one conversation, or you may want me to look at something and come back to you with my thoughts and recommendations.
If you decide you’d like some help putting the advice into practice, I can also work with you through consulting and delivery.
Available in person or online, wherever you are. For in-person sessions outside Perth, travel and accommodation costs are added.
Consulting and delivery
Bring me into the work.
Quoted based on the scope
When you need something developed or delivered, I can take on a defined piece of work and see it through for you. That might include:
- improving a section or the structure of an entire website
- writing and editing content
- developing offline materials
- planning templates and reusable modules
- creating mock-ups
- undertaking customer research and consultation
- planning and requirements for a website redevelopment
- preparing tender documentation.
I can work independently or alongside your team, depending on what the project requires. I start by understanding what you need and the deliverables you’re looking for, then provide a quote outlining my recommended approach, deliverables and timeframe for your approval.
What I can help you with
Understand what people experience
Use customer research, consultation and user testing to understand where people get stuck, what they need to complete a task and what is happening behind the scenes to shape that experience.
Make information easier to find and use
Review and improve how information is organised, structured and written so people can understand it, act on it and find it through websites, search and AI.
Plan a redevelopment
Work out what a new website or service needs to do before the big decisions are locked in, from customer and organisational needs through to information architecture, requirements and how new features could work.
Connect the pieces
Look beyond individual web pages to understand how content, forms, applications and systems work together across a customer journey, and how information can be managed more consistently across them.
Navigating what’s changing
More of my work now involves helping organisations think through how their information needs to work as search, AI and connected digital services change the way people find and interact with it.
People are now using alternative ways to find information, including AI-assisted search and tools.
I look at how content is structured and managed in the CMS, how reusable content can be surfaced across pages and services, and how information architecture, search and connected systems work together to deliver the right information when it’s needed.
Behind the experience, I look at how teams create, manage and maintain that information too, so it can be kept accurate and trustworthy without unnecessary duplication or effort.
That often means taking a service design approach: looking at the whole service, end to end, not just the website.
The goal is information that works wherever the customer encounters it, and a model the organisation can manage effectively behind the scenes.
Examples of my work
A few of the kinds of projects organisations bring me in for.
Planning a website redevelopment
Customer and community research, information architecture, wireframes tested with real users, governance planning, content plans, and tender requirements and mock-ups to help choose the right platform and vendor.
Content audits and strategy
Auditing and reviewing content to show what’s working, what’s out of date and what needs to change, then developing content strategies that set out what to publish, how it’s structured and how it’s managed.
Writing and editing, online and in print
Editing and rewriting content across entire websites, writing printed publications and blog articles, and training the people who’ll keep the content up to date.
Quality assurance before launch
Testing newly populated websites before they go live, so problems are found and fixed before customers find them.
Researching and testing with real people
Interviewing and testing with people from all walks of life, including people who speak English as a second language, then using what we learn to improve websites, apps and content.
End-to-end customer journeys
Reviewing the whole experience across websites, forms, systems and teams, and designing improvements, such as a projects dashboard backed by records and reporting.
Designing for AI search and conversation
Advising on information architecture and content strategy for new websites with advanced AI search and conversational features.
Governance standards and plans
Developing online customer experience governance standards and website governance plans, so organisations can manage their online experience for the long term.
Why work with me
I’m Michelle Kember-Imrie. For more than 25 years, I’ve helped organisations understand their customers and improve the way they deliver information and services online. I’ve worked with local, state and Commonwealth government, emergency services, universities, ports and private businesses.
I’m now studying a Master of Design Futures at RMIT, which focuses on strategic and service design. It’s deepening my work in designing whole services, end to end, and in designing for how people will find and use information next.
Whether you need advice or someone to do the work, you’ll get practical, honest input from someone who has done it many times, and who cares about getting it right for everyone involved: the people using your services and the people responsible for delivering and managing them.
More about MichelleFrom the initial scope review to refining our content approach and providing strategic insights, her expertise was instrumental in shaping our site that truly meets the needs of our audience. … If you’re looking for a consultant who combines strategic thinking with practical execution, I highly recommend Michelle Kember-Imrie.
Let’s talk about what you need
You might need an experienced perspective on a particular challenge, or someone to take on a piece of work and deliver it. Tell me what you’re working through and we can work out the best way for me to help.
Contact Michelle