Rohit Mandanna
Customer Centric Program Leader
Office of Environment and Heritage (NSW)
Check out the incredible speaker line-up to see who will be joining Rohit.
Download The Latest AgendaConference Day Two: Thursday, 1st August 2019
Tuesday, January 8th, 2019
3:50 PM CASE STUDY: Delivering Positive Customer Experiences through User-Centred Service Design
In this case study presentation Rohit explores how to build a clear picture of various users to understand their needs and expectations and consequently ensure service designs deliver a positive interaction with the Department.
- Using design to craft new experiences and services
- Mapping customer journeys and understanding the moments that matter most when interacting with your organisation
- Capturing user feedback and insights to continuously improve experiences and services