This project is protected by an NDA, detailed artefacts available on request.
Future state map, highlighting opportunities for target state
Project at a Glance
• Deloitte Digital / CA ANZ
• Member Platform Transformation
• 2022–2023 · Senior Manager (UX & Product Design)
• Member Platform Transformation
• 2022–2023 · Senior Manager (UX & Product Design)
Challenge
CA ANZ was undertaking a large-scale transformation of its member platform, replacing fragmented legacy systems with a unified digital ecosystem. Member journeys were inconsistent, compliance-heavy, and operationally complex, with limited visibility across the end-to-end experience.
My Role
Led two experience workstreams, shaping future-state journeys, defining scalable interaction patterns, and aligning product, engineering, content and regulatory stakeholders across a complex, compliance-driven environment.
Scope
Member onboarding and renewal journeys, CPD tracking, payments and assessments. Journey mapping, service blueprinting, experience principles, and scalable UX patterns to support phased delivery.
Core digital experience principles for the digital front door
Approach
• Conducted cross-functional discovery across product, legal, operations and member services.
• Mapped end-to-end member journeys to surface friction, duplication and compliance risks.
• Defined experience principles to guide transformation decisions.
• Established scalable UX patterns and governance guardrails for phased rollout.
• Facilitated stakeholder workshops to align business priorities with member needs.
Goal and task model snippet for target users
Early mock-ups and example of potential features and reference points
Outcome & Impact
• Clarified a complex member ecosystem into prioritised, deliverable phases.
• Reduced ambiguity across compliance-heavy journeys, lowering delivery risk.
• Established scalable patterns to support phased rollout across the platform.
• Created a roadmap that allowed the program to move confidently into build.
• Enabled stronger cross-functional alignment between product, engineering and regulatory stakeholders.
• Reduced ambiguity across compliance-heavy journeys, lowering delivery risk.
• Established scalable patterns to support phased rollout across the platform.
• Created a roadmap that allowed the program to move confidently into build.
• Enabled stronger cross-functional alignment between product, engineering and regulatory stakeholders.
While performance metrics remain confidential, the program established the strategic and structural foundations for CA ANZ’s long-term platform modernisation.
