Single View of Customer — Centrelink

Working closely with — and co-designing alongside — staff from contact centres, and later working intensively with the delivery team, I designed a novel and effective pop-up to let staff quickly understand a customer's position and history, and deep-link into important information that had driven the call. This reduces average handling time and therefore reduces customer wait times.

This work pushed hard against established organisational approaches and beliefs, where a technical and business-process view had led to inefficient and unsuitable staff systems. By creating an evidence-based, human-centred design and firmly establishing its philosophy within the delivery team, we were able to deliver a solution that had been attempted and failed for over a decade.

The rollout was equally radical: we let it spread virally as each new contact centre adopted the system and spread the word — delighted — on the internal social media site. Training for each new centre was delivered by the most recently onboarded one; a peer-to-peer communication strategy that built organic, enthusiastic momentum.

"I didn't know we could make something staff actually like."

Project Manager