Jonathan Yeates

Jonathan Yeates

Customer Experience Designer

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Jonathan is a senior public services consultant who has implemented design, digital and business transformation projects across the UK and Australia over the last seven years. As a certified user experience designer and agile practitioner, he has worked across the entire design process, from strategy, research and design; to development build, product management and leadership development. Jonathan is passionate about the pragmatism of agile and design techniques and how they can be applied to solve knotty, human problems throughout the public service. Jonathan is an experienced facilitator, coach and leads human-centred design training courses.

Influential work

  • Led and coached teams to help local councils improve the approvals process for small business owners, designing the end-to-end program approach and resulting in each council consolidating 12 separate applications forms into one
  • Led the design to understand how Australia Post can provide government services; including research, design, testing and building a financial model to inform the strategic approach
  • Conducted research, design and development for a key service line of a leading personal injury insurer, transforming client experience metrics
  • Designed, developed and released an improved online booking experience for a national accommodation provide, immediately improving conversion rates by over 20%.
  • Led and facilitated co-design work with a national disability provider to re-imagine its accessible library service, leading to a new digital application and library service design.

Outside of Nous

Originally from the UK, Jonathan was part of the national graduate leadership and management programme at the Local Government Association in Westminster. In 2014, he moved to Australia to support the opening of FutureGov Australia.

Jonathan holds a Bachelor of Arts in sociology from Durham University (UK) and postgraduate diploma in Leadership and Management from The City & Guilds of London Institute.

He has gained professional qualifications in user experience design from General Assembly and is an AgilePM of the DSDM agile method. He is also a member of the Service Design Melbourne committee and has served on the board of governors for a secondary school in North London.

In his spare time...

Jonathan is a competitive triathlete, runner and cyclist; and won a bronze medal at the 2013 European Triathlon Championships. He is also an avid race cycler, photographer, sketchnoter and cartoonist.