A 5-person team of Master's UX Design students partnered with NZQA's Customer Experience team to diagnose cross-department pain points and design solutions that improve internal workflows and customer interactions. Using human-centred design methods, we turned research into practical tools the CX team could put to immediate use.
Type Service Design
Brand New Zealand Qualifications Authority (NZQA)
Role Design Strategy, Project Mangement, Video
Production
Skills Photoshop, Illustrator, iMovie,
Powerpoint, Figma, Miro, Canva, Research, Storyboard
Year
2024
Challenge
NZQA's CX team is small and stretched thin, supporting departments that often don't
understand what CX is or how it works. That knowledge gap slows collaboration and makes it harder for
the team to deliver on its goals.
Findings & Insights
Research with stakeholders pointed to a clear need: greater CX literacy and a stronger
culture of co-creation across departments.
Strategy
We
designed an integrated toolkit: an engaging introductory video, a companion "cookbook" to onboard
colleagues into the CX framework, and a Miro toolkit for ongoing, self-serve support as teams navigate
CX processes together.
Outcome
The
video introduces new collaborators to CX and the team behind it. The companion booklet goes deeper —
covering CX concepts, the team's operations, and how they work. The Miro toolkit rounds it out with
shared tools that support self-serve problem-solving and co-creation.
Impact
Usability testing showed strong engagement with the video and a clear lift in
stakeholders' understanding of CX. Participants said the materials and toolkit left them feeling more
supported and confident tackling CX projects — proof that pairing visual storytelling with practical
tools drives real adoption.
Click on the image to view project in detail
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