Transforming User Resistance
to a National Enterprise Roll-Out
Lead User Experience Solutions Consultant
Transforming User Resistance to a National Enterprise Roll-Out
Lead User Experience Solutions Consultant
Awarded the Q1 Bias for Action Award (April 2026) by the National Managing Director. Awarded from a pool of 85+ national Occupier Services employees.
The Problem
An internally built CRM system had low adoption business-wide.
It had an overly complex user flow, unrelated mandatory fields, too many steps, and no simple way to find, group, or cluster saved data.
The Problem
An internally built CRM system had low adoption business-wide.
It had an overly complex user flow, unrelated mandatory fields, too many steps, and no simple way to find, group, or cluster saved data.
The Problem
When Colliers rolled out a new CRM software, adoption across the team and broader Australian business was almost impossible.
Using the tool myself to track past deal data, I felt the resistance firsthand.
It had an overly complex user flow, unrelated mandatory fields, too many steps, and no simple way to find saved data.
The Process:
Developed a business case to revise the UX of the system to increase adoption.
I led interviews, observations, testing, and feedback sessions to identify the core errors, frustrations, and objections, and determined what data that actually mattered.
I pinpointed friction points on workflow maps, and designed new workflows that responded and eliminated core user pain points.
The Process:
Developed a business case to revise the UX of the system to increase adoption.
I led interviews, observations, testing, and feedback sessions to identify the core errors, frustrations, and objections, and determined what data that actually mattered.
I pinpointed friction points on workflow maps, and designed new workflows that responded and eliminated core user pain points.
The Need:
When the business decided to implement it Australia wide, I led interviews and observations to identify the core frustrations and objections, and determined the data that actually mattered.
With no existing system, every team-member had built their own web of spreadsheets, so whatever we built and implemented needed to be an easy and enjoyable centralized destination for all data.
Mapping the existing user flows, I pinpointed where friction points were the highest, and designed iterations that stripped complexity, shortened the end-to-end task journey, and reduced the amount of mandatory input fields.
The Business Case Outcome:
Leading a senior-cross functional team, I managed the national project as UX lead for Occupier Services.
The team included the National Managing Director, two National Heads of Department, a Data Analyst, and two National CRM and IT Solutions Experts, and the project ran across three state offices over five months.
The Achieved Result:
Executive sign-off from the Australia business was achieved, and a national business roll-out across Occupier Services took the system from almost complete resistance to a full adoption.
The Business Case Outcome:
Leading a senior-cross functional team, I managed the national project as UX lead for Occupier Services.
The team included the National Managing Director, two National Heads of Department, a Data Analyst, and two National CRM and IT Solutions Experts, and the project ran across three state offices over five months.
The Achieved Result:
Executive sign-off from the Australia business was achieved, and a national business roll-out across Occupier Services took the system from almost complete resistance to a full adoption.
The Business Case Outcome:
Leading a senior-cross functional team, I managed the national project as UX lead for Occupier Services.
The team included the National Managing Director, two National Heads of Department, a Data Analyst, and two National CRM and IT Solutions Experts, and the project ran across three state offices over five months.
The Achieved Result:
Executive sign-off from the Australia business was achieved, and a national business roll-out across Occupier Services took the system from almost complete resistance to a full adoption.
Analysis and iteration of the workflow - wireframes.
*platform access is confidential
