When Bonnie started her Executive MBA in 2014 she was introduced to design thinking and service design and came to the life changing realisation - you can do this for a job! Bonnie was instantly drawn to service design as she has always had a customer centric focus and a natural inclination to work out how an experience might be improved.
Her role as Senior Analyst, Customer Experience Design at NAB is responsible for conducting customer research, gathering data, conducting analysis and synthesis, and providing findings and insights to the rest of the project team and stakeholders. She plans and conducts customer research for projects within NAB Labs and the broader business, including ideation, ethnographic research, analysis and synthesis, creation of personas and customer journeys, service blueprints, and maintaining accessibility
Throughout her MBA Bonnie has developed a love for research and group projects and is an active member of the RMIT MBA Student Association and The Student Staff Consultative Committee which gives her the opportunity to help shape the MBA and Executive MBA student experience.
Pause Fest + General Assembly Masterclass: Discover Service Design
Service Design is a human-centred approach that focuses on customer experience and the quality of service encounter as the key value for success.