Understanding the researcher experience and identifying high-value investment opportunities at an Australian university.
Applying qualitative research methods to surface strategic insights and improve the mortgage customer experience.
Defining the user experience capabilities framework and supporting an organisation to develop their digital strategy.
Research and strategic insights to inform the creation of an ongoing satisfaction measurement program.
Research and strategic insights to inform redesign of the home care service delivery model to meet CDC Policy reforms.
Insights and opportunities to inform the redesign of the Mortgage Broker and Financial Adviser service model.
Defining the business imperative and program to transform from a business-centred to customer-centred organisation.
Establishing an agile UX governance model to manage the redesign of this financial institution’s public website.
Supporting the development of customer centred design capability for a telecommunications provider.
Supporting the development of a customer-centred future state experience for a Telcommunications client.
Design the future state customer experience of a Health insurance transformation program.
Research and design of a future state digital online court and e-filing user experience.
Insights and the future state design of a banking IVR to encourage customers to self-serve.
Facilitating the research, insights and design of a financial institution's collaboration platform.
Insights into the retail customer experience, informing the retail banking digital strategy.