Being an exclusive provider of insurance services did not prevent our client from looking for ways to enhance the customer experience. Tough Problem assisted the niche government agency using Human-Centred Design techniques to help design and deliver a unique member experience. As the client stated “We wanted to position the organisation to become a valuable partner for our customers, based on a strong mutually-beneficial relations”
Recently Dry Hire Online engaged toughproblem to help them better understand their customer.
Applying the [toughproblem] Human-Centred Design approach, we challenged Andrew to think through the issues from a customer perspective to ensure that the value proposition was solid enough to enter his desired market.
The Starting @ RSL Care project team formed in late 2009 to understand what was happening in the space of induction and orientation. The team began to learn and apply a new methodology – Human-Centred Design, to understand the problem. At this point in time, the team has been through the first three phases of the Design process: Problem Definition, Discovery-Immersion and Creation.
The current New Employee Pathway has been designed based on the findings from interviews conducted with new employees in July. This pathway outlines the current experience a new employee has when starting at RSL Care. This has led the team to a number of insights/principles that any solution must meet to improve induction/orientation at RSL Care. Ideas have been developed based on this pathway and the findings from the interview process.
Launching a new venture in a tough market (www.ridgy.com.au)
Launching a new business venture will always be a difficult and risky proposition for an entrepreneur. But launching a clothing brand in the highly competitive sports-fashion industry is almost cut-throat. The margin for error is very small. Our client’s personal experience and know-how in that industry inspired them to exploit a gap in the market.
They discovered that finding fashionable, functional and affordable ‘active wear’ is more difficult than you might expect – especially in the young adult market. They believed there were opportunity areas along the value chain that would allow them to build a unique value proposition and establish a reputable brand in a global market.
The goal - Design a better experience for new employees using Human-Centred Design.
Our client is one of Australia's largest (not for profit) provider of Aged Care Services. In an competitive employment environment, attracting and retaining talented staff is a major focus for organisations. The problem is extremely acute in health and aged care, one of the fastest growing sectors in Australia.
For an employer, developing a ‘differentiated’ employee value proposition has become a strategic priority. An area of concern for our client was the high churn rate of new employees compared to industry averages and extensive analysis revealed that this was having a significant business impact.
Our client, an (ASX Top 20) financial services organisation need help in identifying the core requirements of a system that would help them manage the rollout of this large corporate program.