[Case Studies]
Post Purchase Program [Samsung Australia]
THE BRIEF: Based on the customer lifecycle, develop a post purchase program to educate consumers on phone features and turn consumers into brand evangelists.
THE SOLUTION: Develop a content driven post purchase program driven by data to inform which information should be served at which point in the consumer journey.
THE RESULT: A twelve month program with over 120 pieces of individual content served across social, eDM and web, triggered upon device purchase with over benchmark open and view rates.
Enterprise Consolidation [Telstra Enterprise]
THE BRIEF: Develop a recommendation for a single-minded, best in class consolidated Enterprise offering, to replace the three individual existing offerings
THE SOLUTION: Working collaboratively with Telstra Enterprise teams over the course of 8 months, a competitive audit, multiple rounds of concepting, prototyping and global user testing with C-Suite stakeholders were conducted
THE RESULT: A simple and easy to use website recommendation with best in class features and functionality pushing the boundaries of Telstra engagement, handed over to Telstra development teams for implementation in 2019.
Service Design Audit [Samsung Australia]
THE BRIEF: Audit existing the existing customer service ecosystem and develop recommendations for areas of improvement
THE SOLUTION: An embedded team over the course of 5 weeks conducting stakeholder interviews, in-field research and documentation and practice review.
THE RESULT: A series of 20 recommendations ranging from quick wins to long term initiatives spanning across in-store training, device repair processing, and customer service knowledge base systems which spawned multiple implementation projects.
Wine Innovation [Wine Australia]
THE BRIEF: How can the Wine industry diversify and innovate?
THE SOLUTION: A six-week innovation sprint comprised of Business Transformation, Experience Design and Creative leadership thinking about the future of wine and the wine industry.
THE RESULT: An innovation workshop with client stakeholders exploring 16 transformative ideas ranging from distribution channels to agri-science partnerships to methods of ingestion, with a short list of ideas selected for further funding and exploration.
Connected Vehicle System 2.0 [Toyota Motor Corporation Australia]
THE BRIEF: Develop the next-generation in-car application experience for the Toyota dashboard screen.
THE SOLUTION: A twelve week engagement involving hands on experience with the in-dash unit, stakeholder and customer interviews, concepting and rapid prototyping.
THE RESULT: A series of concepts envisioning Toyota’s enablement of the future of mobility as a service to be developed within the in-dash unit as well as in conjunction with the mobile application.
The Future of Streaming [Astro Malaysia]
THE BRIEF: Develop an OTT video streaming service for a market where data and streaming are expensive propositions.
THE SOLUTION: Working collaboratively with agency partners, build a unique video streaming experience around ‘Your Tribe’, partnered with local telcos to offset the cost of streaming data.
THE RESULT: Astro Tribe, a bespoke video OTT streaming service with partnerships in Indonesia, Philippines and Singapore with over a million downloads.