Diana Runkle

About

Experienced service & journey design strategist and researcher (20+ years) translating complex systems, business strategy, and research insights into service blueprints, journey maps, and executable recommendations. Known for making backstage processes visible, articulating handoffs, constraints, and process gaps across regulated, enterprise, and platform environments, and facilitating alignment across marketing, product, engineering, and executives to drive decisions in ambiguous spaces. Experienced leading national-scale standards adoption, founding product-experience practice for AI B2B SaaS, and delivering enterprise and healthcare user research and service design outcomes.

Experience

• Consumer Experience (CX) Designer and Researcher · Data Standards Body10-01-2021 – 08-01-2025

  Led journey and service design for national-scale data infrastructure, translating complex multi-party processes, policy requirements, and stakeholder constraints into service blueprints and clear experience design standards at the systems level, implemented across hundreds of organizations. — Authored cross-industry experience standards adopted across all designated products and services at national scale, serving 1M+ consumers and contributing to $77M in measurable outcomes. — Conducted qualitative research including contextual inquiry with 1,000+ participants, translating behavioral insights into scalable experience standards that built trust and drove adoption across multiple industries. — Co-led 2 cross-sector experiments with industry and government partners, facilitating workshops and testing future-state service concepts with consumer participants to validate direction and inform policy (Figma, Miro). — Conducted observational research identifying consent drop-off causes, mapping evidence to regulatory requirements and presenting actionable recommendations to governing bodies. — Increased research output and raised design research-practice maturity by mentoring 5 teammates to independently apply behavioral models, define UX metrics, and conduct A/B testing.

• Head of Product Experience/Principal Designer · RobobAI08-01-2020 – 08-01-2021

  Built and led the product-experience function as founding designer for an AI-powered B2B SaaS platform serving Fortune 500 procurement teams, establishing design and product management practices, and leading cross-functional collaboration with marketing, engineering, and executives to deliver end-to-end product experiences. — Established the company's first design research practice, synthesizing customer insights into an experience map that drove adoption of 65% of identified opportunity areas and directly informed executive product strategy. — Delivered a 0→1 AI-powered risk analysis product in 3 months by leading a shift to user-centered design, reducing engineering rework by ~90% through Figma wireframes, UX research, and early stakeholder alignment. — Shaped platform strategy, strategic vision, and de-risked roadmap priorities as a result of product-market fit research, validating hypotheses through qualitative and quantitative insight analysis.

• Principal Design and Research Consultant (Contracts) · CSIRO’s Data61 • University of Technology Sydney • Ansarada12-01-2019 – 09-01-2020

  Led discovery, strategy, and service design projects to inform product direction, validate opportunities, and align stakeholders in complex technical environments. — Prevented unnecessary product investment by leading discovery research and decision workshops with stakeholders, resulting in cancellation of a low-return AI/ML graph-analytics initiative (CSIRO’s Data61). — Delivered an enterprise digital product MVP in 3 months by leading a team of 2 designers, coordinating interaction design, stakeholder alignment, and accessibility across teams (University of Technology Sydney). — Enabled strategic alignment by facilitating service-experience mapping workshops across product and service layers, informing end-to-end customer journey decisions (Ansarada).

• Senior Service Designer/User Researcher · ResMed07-01-2018 – 10-01-2019

  Led service design and user research for a global, cloud-connected healthcare ecosystem supporting 174M+ users in 120 countries, shaping patient and provider experiences across medical-device software, mobile apps, and clinical platforms in a regulated environment. — Designed service blueprints connecting patient-facing digital experiences with remote coaching operations and workflows, making backstage processes visible and directly informing enterprise support strategy and software selection. — Drove cross-functional alignment on product vision by facilitating a global strategy workshop with engineering, product, and executive stakeholders resulting in concept development of a human-centered mobile app for respiratory support devices. — Improved patient onboarding and adherence, and reduced drop-off at key activation points by conducting multi-method user research across mobile and web experiences. — Established a 40+ patient research panel, enabling continuous insight generation to track experiences over time. — Evaluated a visual redesign cited in a NN/g report on UX Metrics and ROI, demonstrating an 8–9% increase in alignment to brand values, informing rollout and design-standard decisions.

• User Experience Design Studio Tutor · University of Sydney02-01-2018 – 06-01-2018

  Taught and mentored UX design students in studio-based courses within the School of Architecture, Design, and Planning.

• Senior Product Designer · Invoice2go02-01-2018 – 06-01-2018

  Led end-to-end product design for a core SaaS product, collaborating with product, engineering, and design leadership across international teams to deliver research-informed features.

• Senior Research and Experience Design Consultant · Tobias2016 – 12-01-2017

  Led research and design-led innovation projects, including a health payments ecosystem evaluation, in-context behavioral research applying a behavioral model to cybersecurity habit change, usability research for a travel booking site presented in an ISO standards report, and designing a client's first digital product for batch payments, which received a Good Design Award.

• Senior UX Design Consultant · Boomworks07-01-2009 – 02-01-2015

  Progressed from junior to senior UX roles, delivering customer journey mapping, responsive web design, and mobile app design across clients in travel, hospitality, entertainment, and telecommunications, including a year-long Agile redesign for a telco. Contributed to research, service and interaction design, and supported team growth and mentorship.

• Global Systems and Integration Consultant · Accenture01-01-2005 – 2008

  Contributed to enterprise CRM and ERP transformation projects.

Education

• University of Technology SydneyMaster’s Degree, Interactive Multimedia
• Indiana University - BloomingtonBachelor of Science, Informatics

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