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About Me.

Hi! I’m Eva, an Information Compliance Lead and strategic, systems‑minded Service Designer with a background that began in sociology and evolved through web design, business analysis, technology, project management, usability, and UX — eventually leading me to service design and, more recently, data governance and ethical AI practice.

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My 20+ years across telecom, IT, insurance, and government have shaped a holistic, opportunity‑focused approach to solving messy problems. I’m passionate about blending empathy, thoughtful design, systems thinking, data‑driven insight, and responsible AI governance to uncover hidden needs and create meaningful, human‑centred solutions. Collaboration is core to how I work, and I’m always ready to contribute wherever I can help a team move forward with clarity and purpose.

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Whether you have questions about my work or just want to chat, feel free to connect with me on LinkedIn or drop me an email.

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or

Let’s connect and chat over a in-person or virtual “fika”!

Education

  • Service Design with Distinction - Karlstad University

  • Sociology, Survey Design, Statistics, Political Economy, Law, and Anthropology – Stockholm University

  • Graphical Design and Communication - Forsberg's Design School

  • AI Foundation – Linköping University

  • AI Governance & Responsible AI Courses – LinkedIn Learning
    (Covering ethical AI practice, governance principles, and organisational readiness)

  • AI Prompt Design - Misc courses and literature

  • UX Design – Academy Xi

  • Other courses Agile Methodology, Telecom, Six Sigma, Business Analysis, Project Management Prince2

Tools

  • Design Tools: Adobe XD, Figma, Balsamiq, Dreamweaver

  • Collaboration Platforms: MIRO, Mural, Microsoft Teams, JIRA, SharePoint

  • Research Tools: Dovetail, Elicit, Medallia (NPS), Survey Tools, Google Analytics

  • Creative Tools: Adobe Photoshop, Illustrator

  • Data Analysis: Microsoft 365, Excel, CoPilot, ChatGPT, Power BI

  • Generative AI & Agents: Perplexity, Claude, Lindy, Copilot, ChatGPT - used throughout for exploration, synthesis, validation, and automation

Skills

  • GenAI, Agents & AI‑Enabled Practice: Experienced in applying generative AI across design, research, and workflow orchestration. I prototype AI‑enabled solutions in innovation teams and actively explore agent‑based workflows in my own practice — using tools like Copilot, ChatGPT, Claude, Perplexity, and emerging agent platforms to accelerate analysis, ideation, prototyping, and operational documentation. My focus is on safe, human‑centred use of AI, always validating outputs and ensuring traceability, clarity, and real‑world value.
     

  • Service Design and HCD: Expert in service design, UX design, journey mapping, persona development, prototyping, and facilitating human-centered design (HCD) workshops. I integrate generative AI tools like Copilot, ChatGPT, Claude, and Lindy to accelerate ideation, storyboard development, and workshop planning - always validating outputs to ensure relevance and human impact.

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  • Research Design, Analysis & Reporting: Proven track record in user research (qualitative and quantitative), data analysis, and translating insights into actionable service and UX improvements. I use tools like Dovetail, Elicit, Medallia, and Google Analytics alongside AI agents and platforms (Perplexity, ChatGPT, Claude) to synthesize findings, generate hypotheses, and pressure-test insights.

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  • Collaboration & Communication: Strong stakeholder management, team collaboration, and communication skills across technical and non-technical audiences. I use MIRO, Mural, Microsoft Teams, JIRA, and SharePoint to facilitate transparent workflows, often supported by AI agents to summarize discussions, draft documentation, and align cross-functional teams.

  • Information Compliance & Data Governance: Working across information compliance, data governance uplift, and AI governance to help organisations use data and AI responsibly. I support TIRA and information‑related risk assessments, translate complex governance requirements into clear guidance, and help teams understand obligations around data quality, handling, and ethical AI use. My work centres on building the governance and data foundations that make AI safe, practical, and aligned with organizational integrity.
     

  • User-Centred Design: Ability to prioritize user needs and create intuitive, accessible experiences. Extensive experience in Microsoft 365 and aligning digital journeys with business and user goals. I also use Copilot and ChatGPT to explore patterns, validate content clarity, and ensure inclusive design decisions.

 

  • UX Design and Prototyping: Skilled in UX tools (Adobe XD, Figma) to create wireframes, prototypes, and user flows. Ability to conduct usability testing and iterate designs based on feedback.  I also incorporate generative AI to support early concept development, iterate design options, and simulate user scenarios, always validating outputs through usability testing.

 

  • Agile Methodologies: Experience working in Agile, Scrum, and cross-functional teams. Skilled in design thinking and iterative development for digital solutions. I use AI to support sprint planning, backlog grooming, and retrospective synthesis, ensuring design remains aligned with evolving user and business needs.

Professional Experiences

Information Compliance Lead

Melbourne Water - Utilities and Government

2026 - Current Role

AI Governance, Ethical Use & Information Compliance:

  • Leading AI governance and capability uplift to ensure safe, ethical, and responsible use of emerging technologies.

  • Designing and assessing GenAI training frameworks, prompting guidance, agent‑based workflows, coding assistance, and responsible‑use practices tailored to diverse user groups.

  • Applying system thinking and service design to shape human‑centred governance across AI, information, and data.

  • Supporting Information Compliance and Data Governance specialists with uplift across information handling, data quality, and organisational governance foundations.

  • Supporting TIRA and AI‑related risk assessments to help the business understand and manage information and AI risks.

  • Translating complex governance and system requirements into clear, practical guidance that teams can confidently act on.

 

Senior Service Designer

National Australia Bank – Finance

Jan – June 2025

Driving AML/KYC-Compliant, Customer-Centric Engagements: 

  • Designing strategies to engage less digitally active and vulnerable customers, ensuring AML and KYC compliance.  

  • Conducting surveys, interviews, and integrating behavioral and demographic data for holistic insights.  

  • Collaborating with advanced data analytics, AI, marketing, product, and change teams to deliver tailored, compliant solutions.  

  • Mapping journeys and processes to create seamless, customer-centric experiences.  

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Senior Service Designer

Telstra – Telecommunications

2020 – Jun 2024

Led key service design initiatives across various sectors, delivering user-centered solutions that drove innovation, improved customer experiences, and supported business outcomes:

  • Industry IQ Project: Designed AI solutions through research, prototyping, and workshops, ensuring a strong product-market fit. See case study for more details

  • Network Migration: Reduced customer churn during Telstra’s network migration by leading research, journey mapping, and CX improvements. See case study for more details

  • Customer Advisory Board (CAB): Created a scalable framework that deepened customer engagement and drove product innovation. See case study for more details

  • 4G Home Broadband Uplift: Improved service accessibility for elderly and disabled customers through journey mapping and user workshops.

  • Digital Marketplace Innovation: Enhanced marketplace experiences for mid-sized businesses by developing personas, value propositions, and journey maps.

  • Natural Disaster Response: Applied AI and data insights to improve disaster response processes through co-creation and UX design.

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Senior Business Analyst and UX Designer

Incolink & CitiPower Powercor

(2018 – 2019)

  • Improved the Digital Card Application for Incolink by simplifying user flows and ensuring compliance, validated through user testing.

  • Secured multimillion-dollar funding for a mapping platform at CitiPower Powercor by developing a data-driven business case through stakeholder collaboration.

  • Mentored teams in Human-Centered Design (HCD), UX testing, and process mapping.

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Senior Business Analyst, Service Designer, and UX Designer

NBN

2015 – 2017

  • Designed an automated power invoice solution, saving thousands monthly.

  • Enhanced UX for key tools in the FTTC program, improving user interactions and reducing downtime.

  • Delivered $1.44 million in savings by improving customer and engineer experiences through user journey mapping for an energy metering solution.


Business Analyst and Usability Specialist

Melbourne Water & Government Agencies

2010 – 2015

  • Led BI reporting projects at Melbourne Water, conducting user interviews and surveys to improve usability and reporting solutions.

  • Managed portal development projects for government agencies, gathering requirements, conducting user interviews, and ensuring iterative design to meet stakeholder needs.​​​

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Global Project Manager and Web Designer 
IBM & Ericsson – IT and Telecommunications

​1998-2007

  • Managed global projects (Sweden, UK, Germany, Norway) focused on optimizing Web Content Management solutions, running HCD workshops, and training over 300 editors.

  • Designed intranet solutions and team pages applying, UX, UI and Web Design skills

  • Delivered multi-country application shut-down projects in USA, Brazil and Mexico, applying project management skills.
     

Companies I worked for/with

  • Finance: National Australia Bank (NAB)

  • Telecommunications: Telstra, NBN, Ericsson

  • Insurance and Utilities: Melbourne Water, Incolink, CitiPower PowerCor

  • State Government: Department of Innovation, Department of Sustainability and Environment

  • IT: Microsoft, IBM

  • Geriatric care: Sollentuna Hospital, Sollentuna Council Elderly Care Services

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