Charlotte McComb - Senior Consultant
About
Charlotte (she/her) is a service designer and co-design practitioner with nearly a decade of experience transforming services across public, private, and not-for-profit sectors. She has spent two years working in the not-for-profit space, five years working in human design consulting and seven months in the public sector to design more inclusive government services with young people with disabilities and their families. She has expertise in working in subject areas such as disability, young people, climate resilience, housing and homelessness, mental health, aged care and health. She is a skilled facilitator, researcher and written and visual communicator.
Capabilities
Charlotte takes a participatory and strategic approach to deliver exceptional outcomes for clients. She is a strong planner and communicator who sets up work for success through logical and collaborative processes. She leads projects with a co-creation lens and uses a trauma informed approach to establish foundations and systems that make people feel safe to participate. Charlotte is skilled in written, visual and verbal communication and passionate about presenting complex information in compelling, succinct ways tailored to client needs. Charlotte's core expertise includes: • Service design – applying iterative, participant-focused research and design methods to create programs and services that deliver greater value to communities • Co-design – working with communities and people with lived experience to design and improve services and systems through reciprocal and inclusive approaches • Organisational strategy – supporting organizations to plan for change and develop and execute effective strategies
Approach to work
Charlotte is passionate about ensuring voice of participants remain at the center of all the work she does. Her strength lies in her ability to communicate the value of ideas uncovered through research and applying a social justice and systems thinking lens to diverse contexts. She has a passion for co-design mentoring coaching and does so by creating open spaces for questions, learning and experimentation. She brings a positive, collaborative and nuanced approach to all her working relationships that allows dynamic teams to thrive.
Professional Experience
Senior Co-design and Engagement Officer – National Disability Insurance Agency, (2024 – 2025)
Strategic Designer – Paper Giant (2021 – 2024)
Design Researcher – Craig Walker (2021)
Australian Digital Inclusion Alliance Coordinator , InfoXchange (2017 – 2019)
Social Research Interviewer, Social Research Centre (2016 – 2017)
Academic Qualifications
Masters of Design Innovation and Technology, Royal Melbourne Institute of Technology University (2019 – 2021)
Bachelor of Arts in Criminology and International Politics, University of Melbourne (2013 – 2016)
Career Highlights
Co-design mentor for four young people to build facilitation and design capability. Affiliated with Youth Disability Services and New Know How (2024)
Good Design Awards, Silver in Design Strategy and Digital Design. Affiliated with Paper Giant (2023)
Victorian Premier Design Awards, Best in Category for Student Design. Affiliated with RMIT University (2021)
Projects:
Co-designing a healthcare resource for CALD communities: co-led a participatory process with Australian Institute of Health to develop a resource to support people with cancer from CALD communities to more easily share their story with healthcare providers. Synthesised workshop outputs and created a design brief and prototype which was iterated into a publicly available resource hosted by Macquarie University. Affiliated with: Paper Giant.
Mapping a new service delivery model for an aged care provider: led the future state mapping to improve the aged care services intake processes for healthAbility, an award winning primary health and wellbeing provider. The outcome was a streamlined service flow and succinct roadmap to guide implementation of a new intake process. Affiliated with: Paper Giant.
Mapping an ecosystem to support housing affordability and availability in the Northern Rivers: co-led a community research and engagement process on behalf of the Northern Rivers Community Foundation with people with lived experience of housing insecurity and service providers in the Northern Rivers in the aftermath of the severe flooding events of 2022. Affiliated with: Paper Giant.
Coordinating community action for digital inclusion: coordinated a network of over 500 business, government, academic and community advocates to accelerate action on digital inclusion in Australia. I helped grow the network base of the Australian Digital Inclusion Alliance from 100 to 500 members and coordinated six major national and international events, including the first ever International Inclusion Week. Affiliated with: Infoxchange
Personal Interests
Charlotte is a lover of nature, music and social sport. She’s happiest when she’s hiking, camping and spotting wildlife or perhaps celebrating a rare goal that she’s kicked in futsal. She enjoys travelling and seeing the sites of the world but is also partial to getting creative with paints or curling up with a cup of Genmaicha in front of a movie or a good book.
