Client. SERVICE NSW (GOVERNMENT)
Review and design a multi-channel customer experience strategy.
Design Thinking, Service Design,
Customer Experience, UX, Project Management
CHALLENGE
Review and renew the Service NSW website architecture and customer experience. Extend the current Service NSW website to cater for online transactions with the goal of minimising avoidable face-to-face and over the phone contact with customers and to review existing website capabilities to ensure a supported multi-channel customer experience. Take a mobile first approach
DELIVERABLES
A large 12 week engagement with Service NSW aimed at doing a full overhaul & review of the existing Service NSW website & extending its online transaction. To achieve this, various deliverables were made over the period with a final project document handover including:
- Service centre visits, stakeholder interviews & co-design sessions.
- Accessibility review
- Usability review
- Analytics review & heat map
- Page recommendations
- Customer engagement model using the 5 E's
- Personas
- Service Design Blueprints
- User Journeys
- IA Sitemap
- Detailed wireframes & concepts
- Visual design guide & Style guide
- User testing & recommendations