- developing an understanding of your clients, customers, and stakeholders, and how to leverage this as usable data
- low fidelity prototyping of your ideas and testing
- storytelling and scenario creation
- identifying the thinking and behaviours that undermine originality and innovation
- facilitating a collaborative design process that is relevant to your organisation.
Jo’Anne has 22 years of experience in service design and in leading user-centred design teams. She was Senior Director Research and Intelligence for the Australian Taxation Office (ATO) until recently, and is now completing her PhD fulltime at UQ Business School. Her PhD focuses on evaluating and improving the quality of citizen experiences for public sector organisations.
During her work in industry, she established research and design teams and lead large-scale public sector design projects such as the development of the Compliance Effectiveness Methodology, and the External Compliance Assurance Program for the ATO.
Associate Professor Neil Paulsen
BA (UQ), Grad Dip Coun (QUT), BA (Hons 1st class, UQ), PhD (UQ)Neil Paulsen
Neil is an Associate Professor in Leadership and Management at UQ Business School. He has over 20 years industry experience as a successful senior manager and consultant in public, private, and community sector organisations, and has a long-standing interest and involvement in all aspects of organisational life as a practitioner and researcher.
Neil’s research interests focus on leadership, organisational change and identity processes. Current projects explore the role of professional identity in organisational culture change, team identification, and leadership transition in health teams. He also has significant experience in facilitating leadership development programs, as well as organisational and group change. Neil has worked in the community non-profit sector in Australia, India, and Holland, and consulted for clients including CSIRO, Deutsche Ordens Hospitalwerk International (Germany), Laing O’Rourke, Vale (Australia, Oman, China and Singapore), Glencore, Coffee International, Cardno, Palladium, as well as local and State Government agencies.