Tag: Customer experience
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Fostering a dual culture of customer centricity and design
During my 4 years at icare, I was instrumental in actively changing the narrative and culture around HCD and customer-centricity and empowering people across the business with the disciplines, tools and mindsets to put the customer at the centre of problem identification and solution delivery.
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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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How do you know if you’re designing ‘the right thing’?
Designing ‘the right thing’ is a commonly heard term around our industry. And it’s important to know we are doing this in order to ensure clients are not wasting their time and money. But how do we know if we’re designing the ‘right thing’? In this article, I share some of the ideas and techniques…
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Bea Pierce Design 
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