Northwind Digital

UX design intern

UX intern on a transport agency's concession application. I find where applicants give up, test the fix with the help desk, and write the words on every screen of the new flow.

Drop-off down 22%

When: Mar 2026 — Present
Where: Melbourne
Skills: Service designUsability testingUX writing

What I did

The client was a transport agency whose concession form lost a third of its applicants at one step. The form was fine.

The step asked for a document most students had never been given.

Most of my days went into the unshowy part: sitting with the help desk, collecting the twelve questions people actually phoned about, and rewriting that step around them.

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