We are in the modern era of digital transformation and heightened customer expectations for seamless and convenient experiences. In this session, Lyle shares how ATO is ensuring the efficacy of their digital transformation, through gaining a deeper understanding of the customer’s journey and identifying service innovation where it creates highest value.
Roadmapping customer experiences to identify avenues for effective self service and automation
Using data-driven customer insights to identify opportunities and challenges to customer experience and convenience
Using design to humanise automated interactions to increase customer experience
Businesses are increasingly using design to disrupt and monetise. But gone are the days where innovation is simply rewarded without considering the ethical, social and environmental impacts. Join this discussion to see how design is leading innovation in ways that not only drives disruption and monetisation, but can also achieve positive social impact. Leave this session with the inspiration, insights and tools to elevate the outcomes of your Ethical Design strategy by using design thinking to deliver value to your stakeholders and making them feel valued.
Using participatory design and co-design methodologies to deliver service and product solutions that tackle social and environmental issues
Understand the complete customer journey to identify services and products that are truly valuable and beneficial for end users
Evidence based approach to create measurable impact and re-model of behaviour
Examples of applying service design to encourage more environmentally conscious customer behaviour, such as Qantas’s waste reduction challenge
Check out the incredible speaker line-up to see who will be joining Lyle.