Tiffany Apatu

Design, strategy, leadership

Designing for people will get you the right results.

I think that less is more, details matter and that great design doesn’t just happen. It comes from hard work, attention to detail, listening and continuous improvement.

I create great user experiences and — perhaps most importantly — I create and grow Design teams that do it better that I do!

I am currently Assistant Vice President of Product Design at PCCW Global.

Tiffany Apatu

Tiffany Apatu.

Who am I?

Experienced design professional with more than 20 years specialising in product design and strategy.

What makes me tick?

Working with people, creating things that people love and need… and eating Japanese food.

Specialities

  • Design Leadership
  • Design and Product Strategy 
  • Customer Research and Experience Design
  • Interaction and User Interface Design
  • Testing, Analytics and Optimisation
  • Creative Direction

Highlights

  • I’m most proud of building and developing 2 design teams at Console Connect/PCCW Global and Flight Centre.
  • Designing Console Connect from the ground up in true Silicon Valley startup style.
  • Producing and rolling out all creative for Flight Centre’s digital signage implementation – much of which is still in use today (more than 5 years later).
  • Launching the website and online booking engine for Virgin Australia’s first long haul airline.

Get in touch

Core skills

Design and Product Strategy and Management

  • Market/competitive research and analysis
  • Define goals and KPIs
  • Develop strategic levers
  • Stakeholder engagement
  • Develop and manage Program of Work
  • Develop and execute Product Roadmaps
  • Define Product Strategy
  • Agile project management

Testing, Analytics and Optimisation

  • One-on-one usability testing design and facilitation
  • Remote UX testing using services such as UserTesting.com, Optimal Workshop’s Treejack and Chalkmark.
  • Multivariate and A/B testing using VWO (Visual Website Optimizer)
  • Click-map analysis using Clicktale
  • Channel analysis
  • Web analytics using Google Analytics
  • Working with third parties such as WebTrends and Global Reviews
  • Website feedback analysis using Kampyle and Usabila

Interaction and User Interface Design

  • Wireframing, prototyping and lo-fi through to hi-fi
    • Pen and paper
    • Sketch
    • Figma
    • inVision
    • Principle
    • Whimsical
    • Photoshop/Illustrator
  • Experience maps and process flows
  • Co-design workshops with customers
  • OOH (Out of Home) digital including large format displays and kiosk design using Scala
  • Working with Agile teams/methodologies

Customer Research and Experience Design

  • One-on-one interviews
  • Contextual enquiry
  • Survey design and analysis
  • Workshop design and facilitation
  • Empathy mapping
  • Customer journey mapping
  • Business process mapping
  • Business/stakeholder research

UX Direction and Leadership

  • Build, maintain and grow UX and product teams
  • Define UX and Design strategies then bring them to life
  • Ensure Brand is consistent and well represented
  • Ensure consistency across UX, Content and Creative strategies and execution
  • Develop and mentor UX design professionals
  • Enable collaboration
  • Evangelise and facilitate ‘Design Thinking’

Experience

I have worked in digital and design since 1999. I started out as a designer and found myself thinking about how people interacted with the websites I was creating. I wanted to know what worked, what didn’t and most importantly, why. I naturally progressed into UX and have extended my skills into product and service analysis and design.

Here is a summary of my career history. Please see my profile on LinkedIn for more details.

PCCW Global

AVP Product Design

  • Product design and strategy
  • Lead small, global team of outstanding product/UX designers
  • Brand development and strategy
  • Customer research
  • Product roadmap development
  • Stakeholder engagement
  • Evangalise and operate agile methodologies

Flight Centre Limited

Head of Digital Experience

  • Define strategy and program of work for Digital Experience for Flight Centre
  • Enable a team of 20 digital specialists and 3 Team Leaders
  • Accountable for UX and UI Design, Development and Optimisation
  • Customer and competitive research and analysis
  • Perform analysis and conversion rate optimisation
  • Creative and UX direction

Flight Centre Limited

Leader, Design & User Experience

  • Leading online design and user experience for Flight Centre, Student Flights, Escape Travel and associated brands
  • Establishing Flight Centre’s first Design and UX team

Peak Usability

Senior Consultant – Usability and Interaction design

  • Research & analysis
  • Interaction, interface and information design
  • Testing & evaluation
  • Project Management
  • Training

Virgin Australia Airlines

Usability and Design Specialist (various positions)

  • Develop and manage online strategy and continuous improvement for all websites and online booking engines
  • UI and interaction design, testing and optimisation

Suncorp Bank & Insurance

Online Customer Experience Advisor

  • Customer experience lead for Suncorp and GIO websites and online tools

eGlobal International

Design and Usability Specialist

  • Design and develop websites, Intranets and applications

Queensland University of Technology

Multimedia Tutor

  • Deliver seminars and tutor students in the technical and creative areas of web design, usability and multimedia development

Education & memberships

  • Bachelor of Arts (Communication Design)
    Queensland University of Technology
  • Bachelor of Business (Communication)
    Queensland University of Technology
  • Certificate 4 in Management
  • Member of the IxDA
  • Member of UPA – Usability Professionals Association
  • Member of Golden Key National Honour Society