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Effective Service Design Practices: Leveraging Human-Centred Design and Technological Innovation to Optimise Customer Experience

Effective Service Design Practices: Leveraging Human-Centred Design and Technological Innovation to Optimise Customer Experience

Ahead of Government Service Design 2019, we take a look at how two organisations – ASIC and Service NSW are leveraging human-centred design and technological innovations to improve their customer service capabilities.

The ATO’s Citizen-Centric Digital Platform:  Leveraging  Journey Mapping into Your Service Design Strategy

The ATO’s Citizen-Centric Digital Platform: Leveraging Journey Mapping into Your Service Design Strategy

Ahead of Government Service Design 2019, we caught up with Claire O’Neill, Assistant Commissioner – Enterprise Work Management at the ATO, to learn more about how effective customer journey mapping has enabled the government agency to implement a digital platform tailored to the customer experience.

Strengthening your Service Design Communication Skills: Leveraging Visual Tools to Improve Clarity and Enhance Customer Service Outcomes

Strengthening your Service Design Communication Skills: Leveraging Visual Tools to Improve Clarity and Enhance Customer Service Outcomes

Drawings and imagery offers universality and can simplify difficult concepts to ensure all stakeholders are on the same page during the discovery, prototyping, and ideation stages. Gaining a higher level of understanding can then promote greater problem solving capabilities, and ultimately, the creation of better customer services and offerings. We caught up with Belinda Hogg, Lead Designer, Health Design Lab at the Australian Government Department of Health to find out more about using visual clarity to strengthen communication and service delivery, ahead of Government Service Design 2019.