Glenn Murray

Customer
Experience
Specialist

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I create easy, enjoyable digital experiences.
Been doing it for 28 years.

I’m based on the NSW Central Coast, Australia.

Skills

  • Customer journey mapping & optimisation
  • User experience (UX) strategy & design
  • Information architecture (IA) design
  • Content & communications strategy
  • Copywriting
  • Microcopy
  • Script writing
  • Technical writing
  • Product design, management & ownership
  • AB testing & conversion optimisation
  • Data analysis
  • Customer support strategy & management
  • Copywriter training
  • System design, selection, implementation & training
  • Design & development management

History

  • Consultant, 21 years
  • Customer Experience Director, Easeware Technology Limited, 6 years
  • Information Experience Manager, Winning Group, 1 year
  • Documentation Development Manager, Aveva, 6 years
  • Technical Writer, Siemens, 1 year
  • Technical Writer, MYOB, 10 months
  • Master of Arts (International Communication)
  • Bachelor of Arts (English Literature & Linguistics)

Clients

More clients available on request

Testimonials

rale
“Glenn has the rare ability to turn complex systems into simple, easy to use interfaces. He understands the user’s perspective very well and is able to integrate this within the product roadmap. His attention to detail is remarkable, he is always keen to learn new things, and he communicates well with different stakeholders and with the dev team. He is always positive, approachable and very easy going. I would be happy to work with him again in the future.”
Rale Chung Head of Web Development, Appliances Online
satish
“Really appreciate you and your team working with us on this. We’re excited and thrilled with the result and think it will really add to how we present in the market. We’ve already had very positive feedback on the logo etc and I hope/expect that our clients will feel equally positive with the website… Simply put, the biggest plus for us is you doing what you said you would when you said it would be done. I think you taking the time to understand our business also reflects in the end result with our positioning, value proposition and calls to action much clearer.”
Satish Chand CEO, Loanworks
hailey
“Glenn was efficient and reliable to work with, to say the least. I felt extremely confident when outsourcing work to him for Toyota – one of our biggest and most important clients. He was extremely organised, dedicated and dependable when working to deadlines, and I have greatly appreciated his constant attention to detail. I would recommend him for any variety of projects, as he is creative and versatile, and he adapts very well to the needs of his clients. He has always walked the extra mile to meet particular needs, and I would be happy to use him again for future projects.”
Hayley Browne Toyota Account, HotHouse Interactive Pty Ltd.
allana
“Thank you for all of your patience and the great work you did for us. You were so easy to work with and accommodating of all our issues, and you did a great job of translating what we needed into an end product!”
Allana Christie Director Operations, Community Services NSW
john
“The best copywriter I have met. When it comes to making a bunch of complex points in a single short paragraph, and making it friendly and compelling, Glenn’s the best in the business."
John Winning CEO, Appliances Online
anna
“Glenn is a warm, funny, down-to-earth and thoroughly likeable guy with a tonne of wisdom to share. His coaching sessions have helped me impress my clients and have taken my copywriting skills to the next level. Working with Glenn has also helped me to tighten up my processes and get my business humming. I can now clearly see where my business is headed, and step into my future with confidence.”
Anna Rogan Copywriter

More testimonials available on request

Case Studies

Easeware Technology Limited

Various customer experience projects over 9 years

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Various customer experience projects over 9 years

The client

Easeware Technology Limited is the company behind Driver Easy, a software solution that automatically updates the Windows drivers on its customers’ computers, and Super Easy, a highly trafficked affiliate marketing website.

What they needed

Over the years, Easeware has required a vast array of consulting services, from straight copywriting to UX design to strategic communications.

What I did

    • Mapping customer touchpoints and overseeing their optimisation
    • Strategic communications with business partners, enterprise customers, competitors and providers
    • Internal and external content strategy
    • Keyword analysis
    • Product and website UX design and review of UI design
    • Customer support management (including selecting and integrating Zendesk)
    • Reputation management
    • Copywriting team mentoring and training
    • High value copywriting
    • Conversion rate optimisation (CRO)
    • Selection and setup of off-the-shelf project management tools
    • Contribution to business strategy, employee development & SEO
    • Review of legal contracts, research on legal issues (e.g. GDPR), writing privacy policy

What the client thought

Glenn is the most outstanding and professional customer experience consultant I've ever seen, bar none."
Kevin-Zheng-photo-for-copywriting-training-testimonial-150×150 Kevin Zheng Owner, Easeware Technology Limited
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Appliances Online

UX manager, product owner, copywriting team manager

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UX manager, product owner, copywriting team manager

The client

Appliances Online is one of Australia’s leading online appliances retailers.

What they needed

They needed a consultant to take their UX function in hand while they recruited a full-time UX Manager. New features for their e-commerce website were being designed and developed in the absence of any detailed requirements, and there was a huge gap between the delivered design and the front end development. They also needed someone to manage their team of copywriters.

What I did

    For six months, I performed the role of Acting UX Manager and Product Owner. I wrote user stories, designed wireframes, submitted Jira issues, managed their UI designer, liaised directly with the development team to ensure they understood and complied with the written requirements, and contributed to testing. After the company found a full-time UX Manager, I switched to managing the quality and output of the company’s team of copywriters, who were responsible for writing scripts for product demo videos. I also wrote some of their trickier web copy, email sequences and internal communications, and wireframed the new website for the Winning Services division.

What the client thought

Glenn has the rare ability to turn complex systems into simple, easy to use interfaces. He understands the user’s perspective very well and is able to integrate this within the product roadmap. His attention to detail is remarkable, he is always keen to learn new things, and he communicates well with different stakeholders and with the dev team. He is always positive, approachable and very easy going. I would be happy to work with him again in the future."
rale Rale Chung Head of Web Development, Appliances Online
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NSW Government

Information architecture (IA) and style guidelines

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Information architecture (IA) and style guidelines for DOCS’ case worker intranet

The client

The NSW Department of Community Services promotes the safety and wellbeing of children and young people, and works to build stronger families and communities. They provide child protection services, parenting support and early intervention, foster care and adoption services.

What they needed

Having moved from paper-based to online caseworker procedure documentation, DOCS wanted to ensure its intranet was structured so caseworkers could find important information quickly. They also needed a style guide, so they could rewrite all existing documentation and ensure all future documentation was accessible and engaging.

What I did

    Over a one-month period, I prepared:

    • A 21-slide interactive wireframe to illustrate my recommended approach to their intranet layout and structure – applied to a typical procedure
    • A 15-page style guide for writing casework procedures
    • A 7-page sample casework procedure
    • A 3-page casework procedure document template
    • A 59-point editorial check-list for procedure writers
    • A 2-page indexing recommendations document

What the client thought

Thank you for all of your patience and the great work you did for us. You were so easy to work with and accommodating of all our issues, and you did a great job of translating what we needed into an end product!"
allana Allana Christie Director Operations, Community Services NSW
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Loanworks

UX design, information architecture, web copy

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UX design, information architecture, web copy

The client

Loanworks is Australia’s leading provider of software solutions and outsourcing services for lenders and mortgage brokers.

What they needed

Loanworks needed one of everything! New logo, brand guidelines, website, copy, scripts, articles, blog posts, case studies, you name it! We’re now their exclusive supplier for all things marketing.

What I did

    I planned, wireframed, wrote and designed the UX for Loanworks’ 30-page website. My partnes Ian, Roland and Krisztian then designed and developed the site, and Ian designed their logo and style guidelines.

    Since then I’ve also written whitepapers, blog posts, ads, emails and many other copy pieces, performed their keyword analysis for SEO, and helped them name their products and services. Ian has also designed a swag of collateral, including brochures, stationery, whiteapapers, ads and banners.

    We continue to work with Loanworks today.

What the client thought

Really appreciate you and your team working with us on this. We’re excited and thrilled with the result and think it will really add to how we present in the market. We’ve already had very positive feedback on the logo etc and I hope/expect that our clients will feel equally positive with the website… Simply put, the biggest plus for us is you doing what you said you would when you said it would be done. I think you taking the time to understand our business also reflects in the end result with our positioning, value proposition and calls to action much clearer."
satish Satish Chand CEO, Loanworks
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Property Blurbs

Product owner, customer experience specialist, copywriter

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Product owner, customer experience specialist, copywriter

The client

PropertyBlurbs.com was a website that generated property ads for real estate agents. The user just filled in a few forms, and watched it go. When it was done, they could tweak the ads if necessary, or ‘re-write’ them entirely with one click. Again and again.

What they needed

When I first got involved with PropertyBlurbs.com, the whole thing was just a concept. They needed a rare mix of writers, designers and developers to turn that concept into a reality.

What I did

    I planned how the site would generate its copy, wrote all of the copy ‘pieces’ it drew on to generate that copy, wrote some of the code that generated it, wrote and submitted their patent application, planned and scripted their demo video, planned their entire website, and wrote all of their web copy.

What the client thought

Without Glenn, we would never have gotten this business off the ground."
John-Shore-photo-for-copywriting-design-and-software-development-testimonial-150×150 John Shore Sales Director, PropertyBlurbs.com
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My Corner Shop

Product owner, UX designer, information architecture designer & copywriter

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Product owner, UX designer, information architecture designer & copywriter

The client

My Corner Shop was a website that enabled shoppers to buy groceries from their favourite local shops. They could buy from numerous shops in a single order and get everything delivered at once.

What they needed

We were engaged when My Corner Shop was just an idea. They needed someone to take the reins and be product owner, customer experience specialist, UX designer, IA designer, copywriter, and design & dev manager.

What I did

    • User experience (UX) strategy and design
    • Information architecture (IA) design
    • Content and communications strategy
    • Copywriting
    • Microcopy
    • Script writing
    • Product design, management and ownership
    • Customer support strategy and management
    • Design & development management

What the client thought

I’ve been thrilled with the results! The quality of his work is excellent - second to none. I’ve found him to be insightful, motivated and passionate - a joy to work with and a huge asset to our team. I can’t recommend him highly enough."
Stephanie-Drewe-photo-for-copywriting-ux-design-development-testimonial-150×150 Stephanie Drewe Director, My Corner Shop
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Cloud Networks

UX design, web copy, script writing

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UX design, web copy, script writing

The client

Cloud Networks was an Australian company that enabled customers to use standard Windows programs (like Office, Exchange Server and MYOB) in the cloud.

What they needed

The company’s founder contacted me in 2010 because he was struggling to explain his business and convey its benefits to customers. He needed his web copy written and his website designed and developed. My team and I completed the project and the founder was so happy that in 2016, he came back, and engaged us to refresh their site design and adapt the messaging to their evolved business model.

What I did

    I wrote the company’s SEO web copy and planned their website (including all the elements of the home page, the main navigation menus, and the site structure).

    My partners, Ian, Roland and Krisztian, then designed the site and logo, built the site in WordPress. Finally, we wrote and produced an explainer video, wrote case studies and eDMs, designed business cards and created a variety of other collateral.

What the client thought

If you want the best, you’ve found it. Very easy to work with, laid back guys, I found they relate well and that’s why I will continue to use their services. It’s just easy. One size does not fit all in www-land and they truly have the unique creative streak required to thrive in this industry and deliver the best possible results!"
Damon-photo-for-copywriting-design-and-development-testimonial-150×150 Damon Joseph Owner, Cloud Networks Australia
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More case studies available on request

Rates

Partners

  • Ian Butler Web, UI & brand designer
  • Roland Murg Web developer (back-end)
  • Krisztian Kovacs Web developer (front-end)
  • Nandor Klatsmanyi Full-stack software developer
  • Penny Murray Business analyst