I'm a Lead Product Designer with over 17 years of experience in creating meaningful digital experiences for leading platforms. I’m passionate about user-centered design and thrive in collaborative, Agile environments. Problem-solving is second nature to me, and I love finding solutions that truly make a difference for users.
The My Optus app, with 4.5M weekly users, drives engagement and growth. This case study focuses on improving the For You page—the first thing users see—to boost self-service and revenue.
The Postpaid Direct Debit experience frustrated customers—no way to update card details or change payment methods, driving complaints and low NPS. Here’s how we fixed it.
Managing services on My Account should be simple for Optus customers. We redesigned the platform to make navigation smoother, help users find what they need faster, and improve their experience.
Logging in should be simple, no matter the channel. This project focused on creating a seamless, consistent login experience while streamlining authentication to make future features faster to deliver.
Here are some other projects that I've worked on.
Experienced in managing the entire design process, from discovery to delivery, while mentoring junior designers and ensuring high-quality outcomes.
Skilled in Agile processes, working with developers, product managers, and testers to ensure practical, visually appealing designs.
Proficient in conducting research, usability testing, and translating feedback into design improvements that enhance user engagement.
Led the design vision for the My Optus App, driving research, UI implementation, and seamless user experiences. Collaborated with cross-functional teams, delivered high-fidelity designs, and mentored junior designers to strengthen team capabilities.
Led UX/UI for My Account, improving customer experience and reducing service contact by 10%, saving $504K, and earning the Optus CX Goldie Award. Streamlined features and secured stakeholder buy-in through compelling design.
At OC my role is to work directly with Head of UX, Head of product and Technology and Head of Communication on the digital marketing side of the business, mainly focussed on landing pages, microsites, websites and eDMs.
"Fiona is an absolute pleasure to work with."
She has been assisting in developing a range of campaign materials for the Asthma Foundation NSW and all have been to a high professional standard. She is fantastic at interpreting a brief to deliver results that exceed expectations.
"Farnoosh is an incredibly talented and creative designer with a very strong work ethic."
Farnoosh was a pleasure to work alongside and always understanding and patient with our clients constant changes to plans. Her knowledge on the technologies are great, she always keep her wisdom up-to-date. Her attention to detail, style and creative art is impeccable. Working with Farnoosh has been a collaborative, energetic and exciting process. I can recommend her 100%.
