AUSTRALIAN DEPARTMENT OF EDUCATION AND TRAINING

SELF-SERVICE HIGHER EDUCATION

CHALLENGE

INCREASE SELF-SERVICE THROUGH DIGITAL CHANNELS BY UNDERSTANDING USERS WHO WOULD RING THE CALL CENTRE (APPRENTICESHIPS, HIGHER EDUCATION, AND VOCATIONAL TRAINING USERS). 

SOLUTION

We used our service design approach to build a 360º view of goals, behaviours and motivations. Through interviews, desk research, guerrilla testing, thematic analysis and co-design, we:

Captured over 40 user needs.

Created a series of personas reflecting the key groups.

Mapped current user journeys and pain points.

Created storyboards to demonstrate future potential services.

Developed experience principles to govern the future design.

Produced user stories so the DET could move into the redesign phase.

IMPACT

Led the UX design of the Alpha phase.

Produced design standards and wireframes to implement across devices to help increase self-service amongst target audience.

INTERESTED
IN PARTNERING
WITH US?
We love a challenge big or small, local or global. So don’t hestiate to reach out.
OLIVER
RUST
+852.2882.3042

Start typing and press Enter to search