customer & employee Experience strategy
Understanding members jobs-to-be-done to strengthen community
CLIENT
PCYC
AREA
Executive Leadership Team
INDUSTRY
Community Health & Social Services
YEAR
2023
ROLE
Head of Customer Experience
CAPABILITIES
Customer Experience, Research & Insight, Journey Mapping & Empathy tool creation, Learning pathway design, Program design & Capability building
A community organisation needed to understand why people join, what motivates them and how to re-design programs and experiences that build meaningful engagement.
THE PROJECT TIMELINE
MEASUREMENT
We tracked indicators such as:
Improved staff and senior executives’ alignment around member journeys and needs
Clearer identification of high-impact friction points, enabling prioritised operational and digital improvements
Increased organisational confidence in using HCD to guide research and decision-making
Positive internal feedback on the value of insights for shaping long-term program design and community engagement strategies
CALLOUTS
Delivered deep insight into the organisation’s member
Revealed what members truly seek leveraging research, HCD and CX frameworks to do so.
EnABLED confident, insight-drive program & service evolution
Through a unified understanding of member experience shared by staff and the leadership team, ultimately guiding operational and digital improvements.
To provide clarity on pain points and opportunities for more inclusive, relevant and community aligned experiences.
Equipped the organisation with a future-state blueprint and other empathy tools
BEHIND THE SCENES
Need clearer insight into what your customers are really trying to achieve?
Let’s uncover the jobs-to-be-done that drives meaningful engagement.