The Brief

The face of public health in Austalia has changed. Customer are now empowered to spend their government funding where they see fit. As such, publich health companies had to become more commerical in selling their services.

My task was to help these organisations understand a diverse customer base at a level to enable them to design services to sell and increase services provided to their customer base.

Through ethnographic studies and focus groups we create a series of profiles and a concise journey map which became the fuel for the company to change.

The Challenges

The Process

The insights

The following insights and are still used by the company as part of their ongoing plans.

The Solution

An internal facing plan and roadmap that can be enacted over the coming year to educate staff, understand their customers needs and empower the business to change.