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Service SA
Client: Service SA
Project type: Spatial Design, CX Research
Focus: Employee & Customer Experience
The Challenge
Using Human Centred Design principles, re-design an inclusive, usable and accessible centre floorplan
for Service SA's new flagship CBD service centre to ensure that it reflects contemporary best-practice customer service features
Research approach
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A mixed methods approach was taken to capture insights from different locations and demographics of both customers and staff
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The study involved customer & staff contextual inquiries, intercepts and observations across 4 different service centres, including the CBD
Key deliverables
As a result of this work, a successful design brief and strategy was developed in helping the client to understand their customers better and therefore deliver better customer services experiences in a retail space as well as online
My role
I created the guides for the observations, intercepts, and interviews of both customers and staff, and led the research effort which informed the co-design sessions and insights to co-create the recommended floorplan designs. I also conducted interviews, observations, recordings and intercepts at the CBD service centre
Impact on the business
The new flagship Service SA centre was opened to customers in February 2020