Overview

Macquarie’s Tech on TheHUB project reimagines how employees receive, manage, and replace their work devices.
The goal: to create a seamless end-to-end experience — from onboarding and setup to repair, replacement, and return — ensuring every employee starts with a ready-to-go laptop and the right apps from day one.

Due to business confidentiality, many artefacts and detailed visuals cannot be publicly shared. However, I’m happy to provide a more in-depth walkthrough upon request.

🧑‍🎨 My Role

Product Designer — Sole designer in an automation team of 20+ engineers
Responsibilities: Research, service blueprinting, UX flows, prototyping, user testing, accessibility, experimentation, and design system contribution.

🌱 Outlining the goal:

To deliver a consistent, inclusive, and scalable experience that enables:

• Staff to receive a pre-configured laptop with apps installed on their first day.

• Easy visibility of devices and active requests.

• Seamless device replacement after 3 years.

• Managers to view, assign, and manage their team’s devices with minimal effort.

🔎 Research & Discovery

• Conducted interviews with staff from different divisions to understand pain points.

• Mapped the device lifecycle from procurement to decommissioning.

• Created an affinity diagram to identify themes and opportunities.

• Developed a service blueprint to visualise systems, people, and touchpoints.

Key insight: Processes were heavily manual, with limited visibility across departments and inconsistent onboarding experiences.

🎨 Design Approach

1. Experience Mapping: Drafted end-to-end user flows, validated with engineers for feasibility.

2. Prototyping: Created low- and high-fidelity prototypes in Figma to iterate layouts and flows.

3. User Testing:

   • Round 1: Maze testing across staff and managers.

   • Round 2: In-person sessions and refinements based on feedback.

4. Accessibility: Designed for inclusivity and WCAG compliance, ensuring all components were screen-reader compatible and visually accessible.

5. System Collaboration: Partnered with engineers and admin teams to design an admin portal for partial automation (manual approvals for initial rollout).

🧪 Experimentation & Iteration

• Applied an experimentation mindset using A/B testing, CSAT surveys, and Google Analytics to measure adoption and satisfaction.

• Used feedback loops to refine user flows and improve clarity.

• Implemented a phased rollout — starting with Sydney, then ANZ, and finally global — adapting the experience for different regions and accessibility requirements.

💡 Key Features

💻 Manage Laptops Page:
View assigned devices and active requests.

🔁 3-Year Warranty Replacement:
Automated system detects devices due for replacement, pre-selects a like-for-like model, and notifies users for confirmation or change.

👩‍💼 Manager Dashboard:
Managers can view team devices, initiate laptop requests for new starters, and approve or edit selections.

🧭 Admin Portal:
Bridges automation gaps during rollout and supports manual approvals until full automation is achieved.

🪄 Impact

• Streamlined device request and replacement workflows across the business.

• Reduced manual admin overhead and improved transparency for staff.

• Established a reusable framework for future automation initiatives.

• Created a scalable, accessible design system contribution for internal tools.

🤔 Reflection

TOTH has been one of my most rewarding projects — blending service design, UX research, accessibility, and systems thinking.
It taught me how to balance business goals, technical feasibility, and user empathy within a large, multi-stakeholder environment while contributing to Macquarie’s broader digital transformation journey.