Note: This is an ongoing project.

I had the pleasure of working on a high-value project (>$5M) with a well-known financial ombudsman client in Australia. Their role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. They are impartial and independent. They do not act for either party to advocate their position. If a complaint does not resolve between the parties, they (i.e., the client) will decide an appropriate outcome.

I led the design of the project's most critical component, the Online Complaints Form. This form serves as the entry point and initial step for seeking the ombudsman's assistance. Ensuring its effectiveness was crucial, and the client was highly impressed with our work.

Here's the complete case study.