We conducted in-depth customer and employee research to understand how people find, access and use QSA's collections and services. Through interviews, usability testing, a customer survey and collaborative workshops, we mapped customer journeys and developed service blueprints, generated and prioritised concepts, and identified opportunities to improve the end-to-end customer experience. The resulting insights and artefacts informed the redesign of QSA’s website and services.

We conducted a multi-week diary study and interviews with applicants to understand their end-to-end experience of applying and enrolling at TAFE Queensland. We mapped the customer journey across channels, identifying the behaviours, pain points and service barriers shaping their experience. We then facilitated workshops with teams across web, communications, marketing and other service areas to address channel-specific issues and identify and prioritise opportunities for service transformation.