You are looking to:

• Know if a service is delivering its intended outcomes to users
• Tap into insights for improvement from service delivery staff
• Evaluate your service holistically
• Demonstrate that your service is effective and efficient
• Measure customer satisfaction in a meaningful way
• Leverage and respond to customer feedback
• Set benchmarks for continued service improvement

We can help by:

• Defining service evaluation criteria
• Conducting an experience audit of a single service
• Conducting an experience audit of a set of services that come together to meet a user end-goal
• Reviewing internal success metrics
• Conducting principle-based walkthroughs of your services
• Providing a customised measurement framework, assessment and recommendations for improvement
• Identifying any opportunities for transformation

What we have done:

• Permit application improvement

  We were engaged by a government department to improve the wildlife permit application process. The goal was to make it easier for applicants to understand requirements and complete the permit process. Another goal was to make it faster for officers to evaluate eligibility and make an approval decision.

  We observed and mapped the entire wildlife permit experience, from the applicants’ and officers’ perspectives. Based on this mapping we developed concepts for improvement in the user experience via form redesign and redesign of the business processes.

• Evaluation of online services

  We were asked by a not-for-profit organisation to evaluate their online service, develop recommendations for increased service uptake, and design the next service version. We interviewed service users and non-users to map the service value network, involving service providers, funding agencies and end users. We applied a compelling experience framework to identify, organise and evaluate potential new features and functions. We used these inputs to crystallise a value proposition for the service that could evolve and grow over time, and we proposed new features and functions to support this.

  The result was an innovation roadmap for short-term improvements, medium-term service evolution and long-term service transformation; and a solution description for the next service version. We did this work in a compressed time frame, by applying rapid-iteration design practices and innovation expertise.

Examples of what we deliver:

• Service model reviews
• Service experience models and points of irritation and opportunity including internal business change
• Evaluation audit reports
• Evaluation criteria and frameworks
• Improvement opportunity and priority roadmaps