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With more than 22 years of experience as a designer, I’ve consistently placed people at the center of my work, crafting services and products that improve real-world experiences across government, publishing, telecommunications, banking, defence, and private sector domains. I’ve delivered outcomes both independently and as part of cross-disciplinary teams in government, finance, defence, and private sector contexts. My approach blends research, design thinking, and hands-on delivery to create meaningful user experiences. I bring a robust, pragmatic approach to digital product development—leading research, co-design workshops, journey mapping, prototyping, MVPs, and production. I thrive in cross-functional teams, mentor colleagues, and blend hands-on design with strategy to deliver measurable value.…With more than 22 years of experience as a designer, I’ve consistently placed people at the center of my work, crafting services and products that improve real-world experiences across government, publishing, telecommunications, banking, defence, and private sector domains. I’ve delivered outcomes both independently and as part of cross-disciplinary teams in government, finance, defence, and private sector contexts. My approach blends research, design thinking, and hands-on delivery to create meaningful user experiences. I bring a robust, pragmatic approach to digital product development—leading research, co-design workshops, journey mapping, prototyping, MVPs, and production. I thrive in cross-functional teams, mentor colleagues, and blend hands-on design with strategy to deliver measurable value.

Scott Chapman

UX Designer, UI Designer, Product Designer, +2

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With more than 22 years of experience as a designer, I’ve consistently placed people at the center of my work, crafting services and products that improve real-world experiences across government, publishing, telecommunications, banking, defence, and private sector domains. I’ve delivered outcomes both independently and as part of cross-disciplinary teams in government, finance, defence, and private sector contexts. My approach blends research, design thinking, and hands-on delivery to create meaningful user experiences. I bring a robust, pragmatic approach to digital product development—leading research, co-design workshops, journey mapping, prototyping, MVPs, and production. I thrive in cross-functional teams, mentor colleagues, and blend hands-on design with strategy to deliver measurable value.…With more than 22 years of experience as a designer, I’ve consistently placed people at the center of my work, crafting services and products that improve real-world experiences across government, publishing, telecommunications, banking, defence, and private sector domains. I’ve delivered outcomes both independently and as part of cross-disciplinary teams in government, finance, defence, and private sector contexts. My approach blends research, design thinking, and hands-on delivery to create meaningful user experiences. I bring a robust, pragmatic approach to digital product development—leading research, co-design workshops, journey mapping, prototyping, MVPs, and production. I thrive in cross-functional teams, mentor colleagues, and blend hands-on design with strategy to deliver measurable value.

Available to hire

With more than 22 years of experience as a designer, I’ve consistently placed people at the center of my work, crafting services and products that improve real-world experiences across government, publishing, telecommunications, banking, defence, and private sector domains. I’ve delivered outcomes both independently and as part of cross-disciplinary teams in government, finance, defence, and private sector contexts. My approach blends research, design thinking, and hands-on delivery to create meaningful user experiences.

I bring a robust, pragmatic approach to digital product development—leading research, co-design workshops, journey mapping, prototyping, MVPs, and production. I thrive in cross-functional teams, mentor colleagues, and blend hands-on design with strategy to deliver measurable value.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Work Experience

Lead Service Designer at Dept of Agriculture, Fisheries and Forestry

November 1, 2023 - November 6, 2025

Spearheading collaborative initiatives to harmonise objectives among stakeholders, through tailored design workshops. Conducting research and workshops to assess feasibility of program initiatives. Organising Human-Centred Design (HCD) co-design workshops focusing on needs and perspectives of all end users. Engaging in in-depth interviews and workshops with staff and applicants to gain insights. Creating journey maps, service blueprints, concept sketches, and prototypes derived from research findings. Driving roadmap creation and story building in epics and features. Validating research outcomes and compiling a report of recommendations for presentation to stakeholders and the business.

Lead Service Designer at DNA

April 1, 2022 - April 1, 2022

Conducting workshops and mentorship in Human-Centred Design (HCD) through co-design workshops. Collaborating with government departments and third-party developers to enhance service offerings. Conducting interviews, validation processes, and testing with staff and end-users. Delivering and validating interview findings, journey mapping, service blueprints, concept sketches, high‑fidelity wireframes, and prototypes, with results presented to directors and ministerial level.

Lead Experience Designer at LAB49

April 1, 2021 - April 1, 2021

Orchestrated the transition of business customers onto the banking platform, elevating user experiences. Led design workshops and validated designs in close collaboration with the client and their customers, all conducted online. Generated and validated journey maps, data sets, wireframes, and prototypes. Worked autonomously with the client to address all aspects of the project, crafting an effective strategy and presenting internally to key stakeholders.

Lead Experience Designer at IAG

August 1, 2020 - August 1, 2020

Championed the CX and UX perspective through in-house face-to-face workshops and online sessions during COVID-19 via Miro. Produced Key Moments, Prioritisation Mapping, roadmaps, and Journey Mapping. Mapped features, needs, and user journeys for a product slated for white‑labelling; advised on analytics‑driven design changes and led the team in applying design methodologies.

Lead Service Designer at Service NSW

March 1, 2019 - March 1, 2019

Pioneered a workshop framework spanning the business service, conducted interviews with staff and call centres (over 15 SMEs), and delivered Journey Mapping, service blueprints, and ideation findings. Focused on improving onboarding for small businesses via telephone hotline and concierge support.

Lead Experience Designer at UBank

October 1, 2018 - October 1, 2018

Initiated a user-centric design approach; led a 10-week journey with participation from the CEO, call centre staff, and 80 customers. Orchestrated more than 12 workshops across all organisational levels, delivering Roadmaps, Journey Mapping, wireframes, and prototypes, and collaborating with stakeholders to shape strategy.

Principal Consultant – Customer & User Experience Designer at SMS Management & Technology

March 1, 2017 - March 1, 2017

Introduced Human-Centred Design (HCD) to blue‑chip and government clients; built and led flexible CX/UX/UI design teams; delivered site maps, user flows, service design maps, storyboards, journeys, wireframes, and interactive prototypes. Secured security clearance for Defence sector projects.

UX / UI Design Specialist (contract) at BT Financial Group

September 1, 2014 - September 1, 2014

Transformed and refined user interface across multiple facets of the organisation. Supported marketing campaigns and financial education initiatives. Pioneered HCD practices and delivered research insights, journey maps, prototypes, and comprehensive reports to stakeholders.

UX / Product Manager (contract) at Telstra

December 1, 2013 - December 1, 2013

Managed product and project delivery within a scaled agile framework. Produced UX wireframes (Axure) and SOWs, conducted accessibility audit for telstra.com.au, and managed local and offshore development teams.

Head of Digital - Executive Producer (Full-time) at URSA Clemenger

April 1, 2013 - April 1, 2013

Built and led the digital department from a solo practitioner to a team of four full-time staff and up to six contractors. Developed and implemented a digital strategy, led client engagements and pitches, and oversaw projects spanning apps, websites, and mobile sites.

Business Lead / UX Manager (Full-time) at VML (ideaworks) Sydney

September 1, 2011 - September 1, 2011

Led new business development for Optus digital; managed a team of up to 14 designers and producers; oversaw site and mobile flows, IA documents, and recruitment for overflow projects; guided design & development processes across client engagements.