Featured Case Study 

Residential Dispute Resolution Victoria (RDRV)

I helped design a new government service to simplify the rental dispute process. My role focused on user research, accessibility, and content testing to ensure the service was clear, inclusive, and easy to navigate for all Victorians.

  Key Metrics 

• 75% faster applications (20 min → 5 min)
• 2–3 pages to reach forms (down from 8+ pages)
• ~60% disputes resolved early via facilitated discussion
  
  

  Other Work 

Buildxact
Improved trial conversion by 9% through research-led onboarding redesign.

Quest Payments
Prototyping and lab testing improved usability for payment flows.

Asset Owl
Redesigned user flows for asset management and introduced 360° imagery capture.

  About Me
I’m a Melbourne-based digital product/service researcher and designer specialising in human-centred research and accessibility.

My focus is simplifying complex products/services into clear, inclusive, and meaningful experiences.

Currently at VCAT, I design digital and service user journeys that improve access to justice for all Victorians.

  Testimonial
“Bert’s insatiable curiosity unearthed hidden gems that revolutionized the Buildxact platform. His ability to encourage deep thinking fostered a culture of innovation and problem-solving.”

— Dustin E., Head of Customer Success

  How I work

Human-Centred – grounded in research and empathy.

Accessible – plain English, inclusive by design,

Collaborative – aligned with business and user needs.

Continuous improvement – embedding feedback loops post-launch.