Every great design begins with an even better story.

- Lorinda Mamo

 

Foundations and drive

Human-Centred Design makes me sparkle.

My work history reflects the ability to grow within organisations, lead transformational projects and successfully achieve performance results while being appointed to multiple senior leadership positions. By working in the Government (Federal and State), retail, healthcare and franchise businesses across Australia I have shown a passion for making an impact where it counts. I am known as a creative thinker who takes people on a journey.

She wanted more than Fries with that!

Having received my first paycheck of $32.15 at McDonalds, I took hold of every opportunity to transform a casual job to a career. The Golden Arches grounded the foundations of my business mindset by becoming a master of System Operations, Performance, Quality, Profit Management, Leading and Growing Teams. My 10 year career saw me grow to the position of Business Development Manager within the Franchise network, appointing me the responsibility to audit performance and guide Restaurant Managers to achieve high standards of operational efficiencies and grow a restaurant network from three to seven.

You said What to Whom?

My next journey saw me join the Audiology industry. With a focus of applying customer-centric approach to 400+ clinics across Australia, we improved hearing health of our clients through hearing assessments, rehabilitation and hearing device fittings. Having no prior experience in Audiology I used this to my advantage. My approach was to “treat each client as if they were my loved one”. This view allowed me to guide our clinical and service teams to provide heartfelt services with empathy tailored to our client’s needs. Every person within our team acted as a small piece of the puzzle to connect clients with the world around them. Along with the rewards of client outcomes, I was recognised for high performance in challenging markets attracting high-quality clinical talent and exceptional retention.

This is where my design journey began. I took part in an intern program named ‘All the right things’ to apply human-centred design methodologies to deliver better hearing outcomes across the Australian network. My training took me abroad to meet and observe Service Design practitioners in America and New Zealand.  Through a mentorship program, my learning continued as we mapped the lifecycles of patient care and visioning workshops to shape and implement our north star experiences.

Getting personal

A Queensland girl with a love of exploring new places and experiences, I took advantage of career opportunities allowing me to live in beautiful locations across Australia. I am a proud mother of two with the support of my amazing partner Aaron who is my greatest critic and front row of my cheer squad. We are a family who set goals, takes on challenges and we love a good laugh.

Never afraid to pull up my sleeves and get dirty, I understand the value of hard work and commitment.

The squishy stuff

Ah-Ha moments excite me - I am a Multi-Tasking Guru - Constantly striving to achieve a new skill - Bucket loads of passion - Always looking for creative, weird or wonderful things to gift - Laughing till my cheeks hurt

 

Where will you find me?

Camping - Supporting local business - Listening to podcasts - Chasing my little ones outdoors - At my local CWA branch - Sunday evenings planning my week ahead -

Thanks for popping by.

I would love to connect to see how we can create lovable experiences.