Tag: Service design
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
Bea Pierce Design 
Leave a comment