Category: Work
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Standing up a CX Capability and HCD practice at icare
Empowering all icare staff with the disciplines, mindsets and practices to be customer-centric and utilise a human-centred approach to decision making and problem solving, now and into the future
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Developing and running a HCD innovation incubator for Transport for NSW (TfNSW)
Build Design Thinking and HCD capability for staff across the TfNSW cluster, drive a culture shift from product-centric to human-centric problem solving, break down silos and improve cross-functional, cross-agency collaboration, prove the value of HCD by delivering innovative customer-centric solutions to identified problems.
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Uplifting Complaints operations and customer experience at icare
Ensuring a consistent, fair and accessible complaints experience across icare. Changing the culture from Complaints being seen as a problem to being an opportunity to learn and communicate better.
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Improving the customer experience for online claims lodgement at icare
Uplifting the NSW Government Agency First Notice of Loss (FNOL) lodgement experience through process and technology enhancements, simplified and improved processes, reduced admin load and benefit icare with improved data quality.
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Future-proofing RMS’s safety and disruption ecosystem
Improving and future-proofing the NSW roads and waterways safety and disruption digital ecosystem, to ensure the right information is available in the right format, is easily accessible to the people that need it in a timely manner and is seamlessly integrated across channels and interplays with key information providers and stakeholders.
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Instore behavioural review for Telstra FRE1.5 stores
Review instore customer behaviour and evaluate the effectiveness of the new concept stores in facilitating customer tasks and meeting needs, informing and inspiring customers about exciting new technological futures and sparking spontaneous product purchases.
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Architecting Confluence to house an internal knowledge management library for nbn
Determining how Confluence could best be architected to support a knowledge management system (WASABI) that enabled and empowered autonomous teams to drive the best ways to achieve a common purpose.
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Redesigning the Good Food website for Fairfax Media
Determine how Good Food can best be redesigned and architected to enable and empower audience members to create their best foodie lifestyle experience, whether eating in or going out.
Bea Pierce Design 