Melbourne, Victoria, Australia
I am a junior UX | Product designer with an international physiotherapist, clinical managerial and business development background, coupled with keen interest in project management. 🎯 My goal in my work and perpetual learning is to offer a universal experience to my audience with a focus on efficient work and effective delivery. ✅ I leverage my experience in the clinical and business development management roles to use UX research and Agile project management methodology in my design work. ✅️ I use my skills to explore and design with creativity, innovation and transparency, with continuous improvement, for users and businesses. ✅ I am an avid independent learner with an interest in inclusive and responsive design, and AI application in UXD. ☕️ While I actively seek opportunities to collaborate with seasoned professionals and to contribute to UX design projects, I also enjoy a coffee or virtual meetings with people with similar interests, mindset and drive, to bounce ideas off each other. 🔎 Curious about me? Feel free to check out my portfolio at www.mkfonsing.com which is a living UX document, or connect with me here!
Founded and operate an independent physiotherapy practice in a GP clinic delivering patient-centred care while building and managing all business, digital, and operational functions. Key areas of ownership and impact: • Established and grew a sole-trader healthcare business from concept to launch • Researched, designed, built, and maintain the business website using Squarespace - www.armstrongactivephysio.com • Developed brand identity, online presence, and digital client acquisition strategy • Managed end-to-end business operations including marketing, finance, scheduling, and service delivery • Applied human-centred and UX principles to improve patient experience and engagement • Building long-term client relationships driving retention and word-of-mouth growth • Operate as clinician, business owner, project manager, and digital practitioner • Implemented and managed clinical operations using Best Practice Software for patient records • Adopted AI-enabled documentation tools (Lyrebird Health) to streamline clinical note-taking and administrative processes • Integrated digital tools to improve efficiency, reduce documentation time, and enhance patient experience • Evaluated and implemented emerging health technologies to optimise practice workflows and service delivery Skills developed: entrepreneurship, customer experience, UX thinking, digital operations, evaluating emerging health technologies, stakeholder communication, and service design.
In my new role at EnrolNow, a SaaS company, I harness my training and experience from - UX/ UI - project management and - business analysis, coupled with my stakeholder communication and engagement skills, to further discover and develop new digital and technical skills, while keeping the customer at the centre of attention. Responsibilities include: ● Onboarding / Implementation of new customers: - System design, process articulation to client and training - System setup and configuration, system architecture management ● Ongoing Customer Support: - Key point of communication for customer queries - Annual process review and planning - Testing and managing implications of system changes ● Customer Success: - Assessing opportunities and implementing solutions to better support customers, highlighting enhancements internally - Proactively providing alternative approaches to clients and stakeholders - Setting a suitable operating rhythm for customer check ins and ongoing education on new features and developments - Establishing the systems and processes needed to drive efficiency and ensure accuracy throughout feature lifecycle
Following discussions with the Seconds to Give charity founder, I am rallying a group of UX-UI designers to develop a pro bono digital solution to increase S2G charity’s regular volunteers prior to their 20th anniversary in 2025. - Charitable venture - Stakeholder management - End-to-end UX-UI design
Key achievements: - HubSpot optimisation: Enhanced HubSpot automations, achieving a 300% increase in marketing audience reach in one month. - Service design and creation of digital booking system: Created Telbix’s first online booking system using Calendly, integrated with HubSpot (CRM). - User Research: Identified pain points through user research on Telbix’s web client portal, presenting findings and recommendations to improve user experience. - User-Centric Design: Conducted usability testing and developed service design blueprints for user journeys. - Stakeholder Engagement: Collaborated with sales and cross-functional teams to define project scopes and impact areas. - Automation Development: Implemented automated CRM workflows to streamline processes and enhance efficiency. - User Persona Development: Created data-driven personas to inform marketing strategies for showroom renovations and digital campaigns. - Design Systems: Developed design systems in Figma and Canva for consistency across projects. - Content Creation: Supported content development for eDM, social media, and websites using Figma, Canva, and Shopify, boosting client acquisition. - Agile Project Management: Applied Agile methodologies for timely project delivery aligned with business goals. Commended for detailed documentation on FigJam, which provided insights for budgeting and project timelines.