Take a look.
I make decisions obvious. Grounded in behavioural insight and a decade across agency and client-side, I turn messy complexity into prioritised, high-impact experiences that drive measurable growth.
I make decisions obvious. Grounded in behavioural insight and a decade across agency and client-side, I turn messy complexity into prioritised, high-impact experiences that drive measurable growth.
I make decisions obvious.
Designer–strategist with a decade across agency and client-side, turning complexity into clear priorities and high-impact experiences that drive measurable growth.
TAKE A LOOK
TAKE A LOOK
Selected work
Case study: Designing self service in My Optus App
Senior Product Designer
Case study: Rolling out Biometric Verification at Optus
CX Lead
Case study: Reimagining the university experience
CX & Innovation Director
TAKE A LOOK
Whether it's a product, a service, or an entire CX transformation, I bring the same rigour — insight first, strategy second, execution always close.
It starts with people
I uncover unmet needs through research, behavioural insight, and data — prioritising findings into a clear, actionable path forward. No noise. Just the opportunities worth pursuing and the evidence to back them.
It's shaped by strategy
Insight is only useful when it drives decisions. I align stakeholders, define the experiences worth building, and focus teams on the few things that will truly move the needle — before a dollar is spent on delivery.
It builds through execution
Strategy without delivery is just a deck. I get close to the work — designing, testing, and iterating across digital, physical, and service experiences until they're proven, scalable, and measurably better. Because innovation isn't a moment. It's a rhythm.
SERVICES
_
RESEARCH & STRATEGY
Qual Research
Quant Research
Opportunity Mapping
Journey Mapping
Strategy
Product Validation
DESIGN
UX Design
Service Design
Innovation Design
Usability Testing
OPERATIONS
Product Management
CX Operations
VoC & Reporting
CX Training
Stakeholder Management
ExCo Management
BRANDS
_
Westpac
By group
Electrolux
Aeg
Hyundai
CSL
Carnival cruises
Volt bank
Women with ms
Optus
Optus sport
VU
Glamson app
Channel 7
Better homes and gardens
Beauty crew
7plus
Pacific magazines
Vision
& Follow-Through
I work end-to-end — from early research and product thinking through to UX, service design, launch and optimisation. I can shape the direction or roll up my sleeves and build. Thoughtful strategy, steady delivery.
Thoughtful, Not Assumptive
I don’t just accept the brief at face value. I ask the right questions, uncover what people truly need, and focus on solving the right problem from the start. Clarity creates real impact.
Ideas party.
Rigour does the dishes.
Commercial, Without Compromise
Bold ideas matter only if they work in the real world. Every recommendation balances insight with feasibility and ROI — so what we design isn’t just inspiring, it performs. Grounded. Considered. Reliable.
A Process You Can Trust
My approach is shaped by years of hands-on work across startups and growing teams. Structured enough to feel steady. Flexible enough to evolve. Built to create momentum — not just outputs.
For project inquiries and more information, get in touch at ftschuchnigg@gmail.com
Follow on Linkedin
Fran Tsch Designs offers a full CX service, specialising in experience research, strategy, design and delivery.
© 2026 Francesca Tschuchnigg