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Gaby Wolferink (PhD)

Inclusive User-Centrered Design is my middle name
Location:United Kingdom
  • £450.00 / day
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Member since:
June 28, 2022

Gaby Wolferink (PhD)

Inclusive User-Centrered Design is my middle name

I come from the world of social housing. I once fell into it, and then, after completing my academic journey that ended in a PhD on Digital Ex- and Inclusion, I chose it.

In social housing, to me, the tenant was everything, in everyting we did, in every change we implemented, every decision we made, ever system we chose and implemented.

Unfortunately, in the organisations I worked, I was a lone ranger here. I was told that ‘Digital Exclusion is not a thing’, and that ‘if people can post what they had for dinner on Facebook, they could apply for a home’. I was sent away after hosting an IT user focus group with over 40 people, where 8 different groups came to some similar conclusions about wanting X, with the words ‘We’re going to do Y, because tenants don’t know what they want…’

I was shut down in a meeting with directors when I said that changing the service drastically without input from tenants would be a big mistake by saying ‘well, BBC red button changed their workings without asking me, and I didn’t like it, so I stopped using it… tenants can do the same..’ In social housing.

So, I am going out there on my own hoping to find start-ups, business leaders, people, anyone, who wants to work WITH me to create better user experiences for people regardless of their digital skills.

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  • £450.00 / day
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Member since:
June 28, 2022

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Ongoing Gigs

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Employment History

Director of Storytelling

  •  Feb 2022 - May 2022
Hired to formalise the agency’s storytelling offer to complement its core service
of presentation design. After the probation period, it became clear that we did
not have the same goals and pace in mind. They wanted quick, easy and
predominantly sales oriented, I wanted slower and more in-depth, internal
communications focus. We decided to go our separate ways, my path hopefully
leading back to service design and process improvement.

IT Consultant

  •  DTL Creative
  •  Aug 2020 - Aug 2022
Provided business, IT- and data-related consultancy to social landlords.
Wrote IT and Data strategies, systems reviews, procurement support.
Lead on and presented at Housing Tech Conferences.
Ghost-written presentations for global leading housing tech suppliers and
provided market penetration support and advice.
Headed up the data support and advice branch

Service Development Lead Neigbhourhoods

  •  Incommunities
  •  Apr 2019 - Mar 2020
Proposed and initiated design and development of staff data dashboards and
new ways of working to maximise resources and improve customer service and
satisfaction. Developed cross-departmental relationships in a very siloed organisation where there were none.

Customer Insight and Service Development Lead

  •  Leeds & Yorkshire Housing Association
  •  Oct 2017 - Mar 2019
Transformed the way the organisation works with its tenants and tenant scrutiny
panel, moving from controlling/distant to transparent/right in their communities,
meeting face to face and sharing information and admitting mistakes openly.
Provided data to prove breach of contract from the main external contractor.

PhD Researcher & University Teacher

  •  Loughborough University
  •  Oct 2013 - Jul 2017
Full-time PhD project fully funded by a Lord Glendonbrook Scholarship.
Researched digital exclusion in the evermore digitising nature of welfare
practices and the inability of voluntary efforts like ‘job clubs’ to make an actual
difference.

Taught courses, provided guest lectures, and presented research in the US.
Assisted on research projects, most notably leading on a review that led my
research group to secure seed funding for the project.

Education

PhD in Digital Exclusion & Welfare Reform (Business School / Social Sciences)

  •  Loughborough University
  •  Oct 2013 - Mar 2017

Full-time PhD project fully funded by a Lord Glendonbrook Scholarship.
Researched digital exclusion in the evermore digitising nature of welfare
practices and the inability of voluntary efforts like ‘job clubs’ to make an actual
difference.

MSc by Research in Human Geography

  •  University of Hull
  •  Oct 2012 - Sep 2013

BA in English Language and History

  •  Radboud University Nijmegen
  •  Aug 2009 - Jun 2010

Scholarship Year BA English / Human Geography

  •  University of Hull
  •  Oct 2011 - Aug 2012

Information Science (incomplete)

  •  Radboud University Nijmegen
  •  Sep 2007 - Aug 2009

Relevant Completed Modules: Propositional Logic, Requirements Engineering,
Research and Development, ICT and Society, Research Methods, Calculus/Probabilities.