ORCID Profile
0000-0002-6520-4173
Current Organisation
University of Queensland
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Design Practice and Management | Design Innovation | Digital and Interaction Design
Computer Hardware and Electronic Equipment not elsewhere classified | Expanding Knowledge in Engineering |
Publisher: Elsevier BV
Date: 05-2016
Publisher: Edward Elgar Publishing
Date: 10-03-2023
Publisher: SAGE Publications
Date: 12-01-2020
Abstract: The advent of design thinking as a tool for innovation has led to its adoption in a range of organizations. While proponents of design thinking continue to focus on the principles and practices of their method, little is known on the organizational conditions required for design thinking to attain a long-term impact. This article explores seven empirical case studies to identify the conditions required in organizations seeking to integrate design. It identifies four conditions—strategic vision, facilities, cultural capital, and directives—and examines their relationships.
Publisher: Informa UK Limited
Date: 31-01-2020
Publisher: Design Research Society
Date: 28-06-2018
Publisher: Design Research Society
Date: 28-06-2018
Publisher: Emerald
Date: 19-09-2016
Abstract: In what is going to be an uncertain and rapidly evolving global economic landscape, it is clear that firms will have to become more adaptive and responsive to changes within their marketplace. To do this, businesses will not only need to engage in business model experimentation but also look to embrace business model innovation as a core competency and a means for sustained competitive advantage. This paper outlines how a design process of experimenting and prototyping can apply to the design of business models through the case study of hypothetical luggage company Packright. Five meta-models with differing foci are illustrated as an accessible and provoking framework that provides a new logic to classifying, experimenting and prototyping business model designs. These five meta-models provide a tangible starting point from which a business can begin to explore different perspectives and gain insights into the internal and external capabilities of their company. This paper builds upon the emerging research and exploration into the importance and relevance of dynamic, design-driven approaches to the creation of innovative business models.
Publisher: Design Research Society
Date: 28-06-2018
Publisher: Springer Science and Business Media LLC
Date: 23-07-2019
DOI: 10.1007/S10439-019-02303-3
Abstract: Ventricular Assist Devices (VADs) provide continuous mechanical circulatory support during in- and out-of-hospital care. However, limitations of the external wearable components influence patient quality of life. There is insufficient understanding of the issues with such components that combines a holistic viewpoint from both human factors and user (including patient and caregiver) experience perspectives. This paper comprehensively details the issues with VAD wearable systems and proposes a way for human-centered design to bridge the gap, addressing such issues synergistically. Through the review the authors investigated: the user issues caused by wearable components of VADs, and how human factors issues correlate to the VAD user experience. A Boolean search ("ventricular assist" AND "human factors" AND "experience") for peer-reviewed studies published between 2008 and 2018 returned 338 titles, with 35 relevant studies selected using a PRISMA process for inclusion in cross-study analysis and synthesis. This paper provides design recommendations for the issues found in the literature. Four key focus areas to inform the future design of VAD wearable components were identified-'Power Supply', 'Wearability and Travel Freedom', 'The Female Experience' and 'Intuitive Handling'. Using design to drive innovation could result in VAD wearable components which better meet or exceed users' quality of life goals.
Publisher: Intellect
Date: 03-2019
DOI: 10.1386/DBS.5.1.59_1
Abstract: Organizations feel compelled to tell us ‘what’ they do, without first explaining ‘why’ they do it. Part of the design process is first understanding the need (the why) before focusing on the outcome (the what). An organization’s ‘why’, if successful, can inspire employees and customers to buy-in long term, by resonating on a deeper, emotional level. Sinek’s ‘Golden Circle’ concept has been used to analyse 100 organization’s value propositions across sixteen industries to understand how they are currently communicating their what, how and why. Findings revealed that only 24 per cent of organizations expressed their ‘why’ explicitly compared to the how and what results. This article provides organizations with the tools to better understand their value through an iterative design process, providing an opportunity for organizations to develop their ‘why’ from the inside out. This article explains why the analysis of an organization’s value proposition should be the focus of what should be driving strategy decisions and communicated throughout the organization.
Publisher: Informa UK Limited
Date: 28-07-2017
Publisher: Ovid Technologies (Wolters Kluwer Health)
Date: 11-2019
DOI: 10.1097/MAT.0000000000000924
Abstract: This article seeks to review and analyze the emergence of digital channels designed for ventricular assist device (VAD) patients, caregivers, and practitioners and to understand how such digital channels support the user experience of VAD implantation. Following a content analysis methodology, the authors investigated 16 digital channels designed for VAD patients, caregivers, and practitioners, with data being analyzed thematically. Competitor Positioning Matrix diagrams were created to visually represent the landscape of digital channels that support VAD stakeholders. These matrices identified opportunities and potential areas for improvement in future VAD digital channel design, with an emphasis on interactivity coupled with intelligence and focus along the various stages of the VAD patient journey. Innovation in digital channels has the potential to reduce burden on all users by enabling communication, self-management, and remote monitoring. Digital channels can be information enhanced for point of care, function as a decision support tools or be used to empower patient-caregiver pairs to be more sufficient with self-management, while enabling communication with their practitioner.
Publisher: Ovid Technologies (Wolters Kluwer Health)
Date: 09-2018
Publisher: Elsevier BV
Date: 03-2018
Publisher: Emerald
Date: 08-06-2015
DOI: 10.1108/JRIM-06-2014-0039
Abstract: – This study aims to gain a clearer understanding of digital channel design. The emergence of new technologies has revolutionised the way companies interact and engage with customers. The driver for this research was the suggestion that practitioners feel they do not possess the skills to understand and exploit new digital channel opportunities. To gain a clearer understanding of digital channel design, this paper addresses the research question: What digital channels do companies from a wide range of industries and sectors use? – A content analysis of 100 international companies was conducted with multiple data sources to form a typology of digital “touchpoints”. The appropriateness of a digital channel typology for this study was for developing rigorous and useful concepts for clarifying and refining the meaning of digital channels. – This study identifies what digital channels companies globally currently employ and explores the related needs across industries. A total of 34 digital touchpoints and 4 typologies of digital channels were identified across 16 industries. This research helps to identify the relationship between digital channels and enabling the connections with industry. – The findings contribute to the growing research area of digital channels. The typology of digital channels is a useful starting point for developing a systematic, theory-based study for enabling the development of broader, comprehensive theories of digital channels. – Typologies and touchpoints are outlined in relation to industry, company objectives and customer needs to allow businesses to seize opportunities and optimise performance through in idual touchpoints. A digital channel model as a key outcome of this research guides practitioners on what touchpoint to implement through an interrelated understanding of industry, company and customer needs. – This is the first paper to explore a range of industries in relation to their use of digital channels using a unique content analysis. Contributions include clarifying and refining digital channel meaning identifying and refining the hierarchical relations among digital channels (typologies) and establishing typology and industry relationship model.
Publisher: Emerald
Date: 18-01-2016
Abstract: – Business models to date have remained the creation of management, however, it is the belief of the authors that designers should be critically approaching, challenging and creating new business models as part of their practice. This belief portrays a new era where business model constructs become the new design brief of the future and fuel design and innovation to work together at the strategic level of an organisation. – The purpose of this paper is to explore and investigate business model design. The research followed a deductive structured qualitative content analysis approach utilizing a predetermined categorization matrix. The analysis of forty business cases uncovered commonalities of key strategic drivers behind these innovative business models. – Five business model typologies were derived from this content analysis, from which quick prototypes of new business models can be created. – Implications from this research suggest there is no “one right” model, but rather through experimentation, the generation of many unique and erse concepts can result in greater possibilities for future innovation and sustained competitive advantage. – This paper builds upon the emerging research and exploration into the importance and relevance of dynamic, design-driven approaches to the creation of innovative business models. These models aim to synthesize knowledge gained from real world ex les into a tangible, accessible and provoking framework that provide new prototyping templates to aid the process of business model experimentation.
Publisher: Emerald
Date: 12-06-2017
DOI: 10.1108/JRIM-08-2016-0086
Abstract: Collaborative consumption firms leverage networked peers, communicating, collaborating and even delivering services to one another through a central marketplace channel. This raises questions as to the nature of this new form of digital channel strategy and deployment from a firm’s perspective. As a first step, this research seeks to help bridge the gap in knowledge by establishing an understanding of the digital channel usage of collaborative consumption firms. A qualitative content analysis of 30 collaborative consumption firms was conducted using multiple data sources and coded into typologies against a predetermined coding scheme. These results were then compared against existing literature on digital channel usage in regards to a wider company usage. This study identifies the digital channel usage and digital channel typology of each of the 30 firms associated within the collaborative consumption domain. The study shows a distinct increase in the use of social and community digital channels between traditional firms and collaborative consumption firms. As a result of this study, a concise definition of a collaborative consumption firm is provided, the digital channel usage of collaborative consumption firms is detailed and insights are provided for each sub-type of collaborative consumption. This study contributes to the understanding of the collaborative consumption phenomena, the business model of collaborative consumption firms and digital channels. This study assists in describing the shift from traditional firms to peer-to-peer systems. Finally, a theoretical model is provided that demonstrates the nuance of collaborative consumption channel choice within each subcategory for future researchers to test and reflect upon. This study demonstrates how collaborative consumption firms are allowing customers to drive interaction rather than traditional business-to-customer messages. A theoretical model is provided which shows contemporary marketers how to best dictate a digital channel strategy for a collaborative consumption style initiative. Contributions include: a definition of what a collaborative consumption firm and its channels pertain to and how to design a collaborative consumption digital channel strategy. This study presents a digital channel comparison between collaborative consumption firms and traditional organisations.
Publisher: IEEE
Date: 12-2014
Publisher: Elsevier BV
Date: 05-2021
Publisher: Ovid Technologies (Wolters Kluwer Health)
Date: 11-05-2020
DOI: 10.1097/MAT.0000000000001175
Abstract: Through the examination of digital channels, this study explores the determinants impacting the quality of life (QoL) of ventricular assist devices (VAD) stakeholders. Using nonparticipant online ethnography and qualitative content analysis, data were collected from 56 digital channels (Facebook, blogs, Forum, Instagram, YouTube, and podcasts) designed for VAD stakeholders. Data were classified across existing domains of QoL determinants to identify 12 new QoL determinants which address VAD stakeholders’ specific needs. Inter-relationships between each stakeholder group’s QoL determinants were also identified and explored through the VAD stakeholder QoL framework. This framework provides a holistic approach to the assessment of QoL by considering that QoL determinants are inter-related between stakeholder groups, whereby factors affecting a QoL determinant of one stakeholder can positively or negatively impact the same or other QoL determinants of other stakeholders. Further qualitative and longitudinal research with a focus on the various stages of the VAD patient journey is required to confirm our findings of QoL determinants and inter-relationship between VAD stakeholders from a holistic point of view and explore opportunities to support the QoL of all VAD stakeholders.
Publisher: IEEE
Date: 12-2014
Publisher: Intellect
Date: 10-2017
Abstract: This article presents the process undertaken by the Royal Australian Air Force’s (RAAF) Plan Jericho team and the Design Innovation Research Centre to redesign the existing procurement process. The implementation of a design-led innovation process led to key results such as early industry engagement in the procurement process to overcome prevailing issues and risks. Key to this process was the sharing of expertise and perspectives (empathy) of stakeholders and allowing industry participants to have input into the tender requirement document and process. Implementing design methods such as prototyping into the procurement aims to lower risks and costs associated in the current process, via co-creation, testing and refining solutions in a shorter time frame. Findings demonstrated why, where and how design can be implemented into an area other than technology innovation within a Defence context, contributing to the ongoing debate regarding design’s role and value in complex problems with multiple stakeholders.
Publisher: Emerald
Date: 16-07-2019
Abstract: The purpose of this paper is to introduce a new strategic management tool – the reverse persona. In doing so, the methods, use and benefits documented from a case study with a global franchisee organization are presented. This tool was derived from working with a global franchisee organization sought to design and launch a new product into the market. The reverse persona was deployed through n=14 qualitative interviews with franchisee owners were conducted to understand their perceptions of customers, awareness and concern of competition and their willingness to take risks. These insights were collated to develop reverse personas for the senior leadership team within the organization. Changing the scope of personas from external customers to internal employee development, can further strengthen the method’s effectiveness in decision-making and strategic management, particularly for the implementation and roll out of new products. In the case study, the senior leadership team saw the manager persona as a strategic aid to, “Help target the implementation of new products in stores, select franchise owners for potential new roles and to deeply understand the motivations, challenges and attributes of their middle management contributing to the competitive advantage of the organisation.” This article is the first to explore the use of personas for internal strategic planning use within a company.
Publisher: Academy for Design Innovation Management
Date: 04-11-2019
DOI: 10.33114/ADIM.2019.03.303
Abstract: Technology is the leading driving force in healthcare and medical device design, however, innovations which emerge from these practices are often driven by clinical requirements. Such innovations are focused on developing products that addresses current health issues, diseases or medical problems – often lacking consideration of the end users’ needs. Design innovation advocates that user-centred design happens much earlier in the product development process so that the patient needs are prioritised. However, this emerging field is yet to be defined and explored in a medical context. This paper therefore proposes a framework of Medical Device Design Innovation to explore the role of design in medical device innovation through two medical device case studies. The proposed framework suggests a way to navigate the nuances and complexities of the medical device industry in order to put the patient first while ensuring commercial viability.
Publisher: Elsevier BV
Date: 07-2019
Publisher: Emerald
Date: 03-05-2016
DOI: 10.1108/JHTT-11-2015-0041
Abstract: The purpose of this study is to identify and understand the emotions behind a passenger’s airport experience and how this can inform digital channel engagements. This study investigates the emotional experience of 200 passengers’ journeys at an Australian domestic airport. A survey was conducted which implemented the use of Emocards and an interview approach of laddering. The responses were then analysed into attributes, consequences and values. The results indicate that across key stages of the airport (parking, retail, gates and arrivals) passengers had different emotional experiences (positive, negative and neutral). The attributes, consequences and values behind these emotions were then used to propose digital channel content and purpose of various future digital channel engagements. By gaining emotional insights, airports are able to generate digital channel engagements, which align with passengers’ needs and values rather than internal operational motivations. Theoretical contributions include the development of the technology acceptance model to include emotional drivers as influences in the use of digital channels. This paper provides a unique method to understand the passengers’ emotional journey across the airport infrastructure and suggest how to better design digital channel engagements to address passenger latent needs.
Publisher: Emerald
Date: 11-07-2016
DOI: 10.1108/JFMM-10-2015-0077
Abstract: – The purpose of this paper is to investigate how companies can design digital channels to evoke desired emotions. – The successful business case of retailer Burberry has been examined to understand the strategy and customer engagement of digital channels implemented by decoding the emotional intensions. – Results illustrate that the ability to create engaging interactions via digital channels with customers has a significant impact on growth, revenue and brand advocacy. Findings from this study provide a new empirical support for the proposition that emotions can be utilised to guide company digital strategy for building digital channel relationships with customers. – This is the first study to examine the relationship between digital channels, emotion and customer responses to digital engagements. The inclusion of an emerging theory model is outlined to explain the successful process of reformulating business strategy through a dynamic and creative process of intersecting emotion, strategy and digital channels.
Publisher: Elsevier BV
Date: 11-2021
DOI: 10.1016/J.HRTLNG.2021.08.003
Abstract: Patients with mechanical circulatory support devices regularly experience positive and negative emotions which are reinforced through interactions with their device. We explored emotional relationships between patients and their MCS devices through the names they assign to those devices. We sought to characterise device naming and suggest future developments which might capitalise on the naming phenomenon to improve patient wellbeing. Qualitative online ethnography extracted comments on device names and emotions from a social media group. Thematic analysis grouped the comments according to their explicit or implied emotions, and their potential consequences for designing future MCS treatment. Thematic analysis identified 28 codes to characterise the names, from which we inferred 4 main themes for proposed emotional relationships. They centred on humour, coping, improving acceptance for family and friends, and reclaiming agency. We suggest that by deliberately considering these factors in future research and development, clinicians and device manufacturers have scope to improve patient wellbeing.
Publisher: Emerald
Date: 13-04-2015
Abstract: – This paper aims to explore advantages and disadvantages of both traditional market research (TMR) and deep customer insight (DCI) methods to lay the platform for revealing how a relationship between these two domains could be optimised during firm-based innovation. – The paper reports on an empirical research study conducted with 13 Australian-based firms engaged in a design-led approach to innovation. Firms were facilitated through a design-led approach where the process of gathering DCIs was isolated and investigated further in comparison to TMR methods. – Results show that DCI methods are able to provide fresh, non-obvious ways of understanding customer needs, problems and behaviours that can become the foundation of new business opportunities. Findings concluded that DCI methods provide the critical layer to understand why customers do or do not engage with businesses. Revealing why was not accessible in TMR methods. – The theoretical outcome of this study is a complementary methods matrix, providing guidance on appropriate implementation of research methods in accordance with a project’s timeline to optimise the complementation of TMR methods with design-led customer engagement methods. – DCI methods provide fresh, non-obvious ways of understanding customer needs, problems and behaviours that can become the foundation of new business opportunities. It is hoped that those in a position of data collection are encouraged to experiment and use DCI methods to connect with their customers on a meaningful level and translate these insights into value. – This paper provides original value to a new understanding of how design techniques can be applied to complement and strengthen existing market research strategies. This is crucial in an era where business competition hinges on a subtle and often intimate understanding of customer needs and behaviours.
Publisher: Edward Elgar Publishing
Date: 30-09-2016
Publisher: Elsevier BV
Date: 09-2018
Publisher: Intellect
Date: 10-2020
DOI: 10.1386/DBS_00014_1
Abstract: Gestational diabetes mellitus (GDM) is the fastest growing type of diabetes in Australia, with the needs, barriers and challenges of women managing GDM being well recognized in the literature. Despite these recent advances in knowledge, mobile-based offerings designed to assist women with their management do not holistically address users’ needs. This study therefore aims to answer how the features and functionalities of a mobile-based application could be designed to better address GDM patient needs. We undertook a co-design session with four GDM stakeholders and identified eleven overarching issues across four main themes that encapsulate the requirements of women with GDM: (1) tracking and monitoring, (2) physical activity, (3) community support and (4) dietary interventions. The results were synthesized into key design considerations for the future design of mobile applications in the GDM context. These considerations include unobtrusive care, support through connection, increasing capability and personalization of information. Each consideration is accompanied by design recommendations for features and functionalities to be implemented in future app developments.
Publisher: Elsevier BV
Date: 12-2020
Publisher: Informa UK Limited
Date: 05-11-2017
Publisher: SAGE Publications
Date: 05-2018
Abstract: The emergence of new technologies has revolutionized the way companies interact and build relationships with customers. This study aims to understand the emotion behind the company strategy and how they can be used to inform the design of digital channel engagements. A content analysis of 100 international companies from a range of industries and sectors was conducted with multiple data sources to develop an emotional coding scheme, for clarifying and refining the meaning behind a company’s strategy and its relationship to corresponding digital channels. This study identifies 10 distinct emotional channel typologies across 16 sectors through the analysed companies. This research contributes a theoretical and empirical understanding of emotion as a strategy. Outcomes guide practitioners on the selection and design of digital engagements based on the emotion code of their strategy as well as an industry sector. This article provides a novel approach to understanding and designing digital channel engagements by starting with meaning and purpose of the company.
Publisher: Elsevier BV
Date: 09-2015
Publisher: Elsevier BV
Date: 2020
Start Date: 12-2021
End Date: 12-2024
Amount: $274,933.00
Funder: Australian Research Council
View Funded Activity