UX and accessibility work across agency clients
Full year of product and marketing design across five client accounts at PMG, including Paddy's Markets, ANZ Worldline, and Sydney Markets. Work spanned analytics-led UX redesigns, self-service component design, and WCAG compliance audits.
About this project
PMG is a digital agency in Sydney. As their in-house UI/UX Designer, I worked across five client accounts, handling everything from UX research and flow redesigns to accessibility audits and client presentations.
The clients: Paddy's Markets, ANZ Worldline, Sydney Markets, Greenback, and PostLock. Each had different products, audiences, and design maturity levels. The through-line was identifying where users were failing and designing solutions that the clients could actually ship.
What we were up against
Agency work doesn't give you months to solve a problem. Each engagement had tight timelines, pre-existing codebases, and clients who needed evidence before committing to changes.
The core challenge on every project: identify the highest-impact problem, make a case for fixing it, then design something that could be implemented within existing technical and budget constraints.
How I worked
On the pricing plan journey for one client, analytics revealed a high drop-off point before users reached plan selection. After diagnosing the structural issues causing the disengagement, I redesigned the flow and validated a statistically significant improvement in plan selection retention through A/B testing. The full story is documented as a standalone case study.
For ANZ Worldline, I designed self-service support components based on analysis of support ticket patterns and direct user feedback. The goal was to surface answers to common questions at the point of need rather than routing everything to the support line. The redesign measurably reduced call volume.
A significant part of the role involved WCAG compliance auditing. I audited eight commercial websites, surfacing 40+ high-impact issues across each and delivering prioritised remediation plans that fed directly into engineering sprints.
Beyond the UX work, I presented findings directly to clients and led onboarding sessions for new accounts.
Results & impact
The analytics-driven redesign on the pricing plan journey delivered a statistically significant improvement in plan selection retention, validated through A/B testing.
Self-service support components for ANZ Worldline reduced call volume to the support line, measured against pre-launch baseline data.
WCAG audits across eight sites surfaced 40+ high-impact issues with prioritised remediation plans that directly informed engineering sprint planning.
Self-service support - ANZ Worldline
Terminal troubleshooting
Desktop · Mobile
Help navigation
Desktop · Mobile
