Education | Customer Experience

The Circumstances

One of Australia’s most prestigious universities sought to review and redesign the experience for students currently completing studies across its national campuses.

The registrar was committed to working with students and the various faculties to redesign the student experience to ensure that students were provided with to successfully transition into and out of university life.

Our Approach

  • Human centred design
  • Service and organisation redesign
  • Customer and stakholder consultation

Value Delivered

  • Human centred design accelerated the service design process
  • High levels of stakeholder consultation ensured high levels of empathy and understanding were identified

Leadership Lessons

The success of customer experience relies on a deep and empathetic understanding of a customer’s needs. Designing services with the customer at the core are key to creative leadership.