# James Olsen, First Nations Product Designer

> First Nations Product Designer in Meanjin (Brisbane). I design insight-led, accessible digital experiences that remove friction and increase conversions across B2C products.

James Olsen (Jimmy) is a proud Wadjigan (Bulgul country) man from Darwin, now based in Meanjin (Brisbane), Australia, with 4 years leading end-to-end improvements across Belong's (Telstra) customer acquisition journeys, and consultant design work for DriveAbout (DA), Indigenous Road Safety Academy (IRSA) and Hitnet delivering education content to remote Aboriginal communities. Currently open to new product design roles.

## Case studies

- [Cutting Sign-Up Friction](https://www.jameswolsen.com/nbn.html): Consolidated a disjointed, multi-page nbn sign-up flow into one accessible page, removing the friction that was costing Belong conversions. Results: 50% increase in conversion (WoW); 2%+ increase in address completion success.
- [Belong's Global Site Search](https://www.jameswolsen.com/search.html): Defined the direction and reshaped Belong's site search to let customers self-serve for help, without needing live chat or a call centre. Results: ~154k searches per year; ~7.3k unique users per month.
- [More rewarding GYG GOMEX program](https://www.jameswolsen.com/gyg.html): Rethought GYG's loyalty program to live up to "clean is the new healthy", rewarding customers for how they eat and train, not what they spend.

## Other projects

- Belong's 115 million GB data problem: Researched and tested how Belong could incentivise customers to use 115 million GB of banked data, then redesigned the gifting journey around it. Results: 253GB Avg banked per customer; ~24k customers gifting per month.
- indi - AAC: Building an AAC app that families can actually afford and access. (Project in development)

## Experience

- Product Designer @ Belong
- Product & Service Design Graduate '23 @ Telstra
- 5 internships @ Bank of Queensland
- Consultant @ DA & IRSA
- Consultant @ Hitnet

## Skills

Product design, UX design, UX research, accessibility (WCAG 2.x AA), conversion optimisation, service design, design systems, prototyping.

## Contact

- Email: james.w.olsen@outlook.com
- LinkedIn: https://www.linkedin.com/in/james-olsen7/
- Résumé (PDF): https://www.jameswolsen.com/assets/cv/James-Olsen-Product-Designer-Resume.pdf
- Website: https://www.jameswolsen.com/

## Optional

- [Full case study text](https://www.jameswolsen.com/llms-full.txt)