This collaborative service design project involved a 5-member team of Master’s students in User Experience Design, working closely with the NZQA Customer Experience Team. Our goal was to investigate the team’s challenges through comprehensive research and propose actionable solutions to enhance operational efficiency and user experiences across multiple departments within NZQA. Through this project, we applied human-centered design methodologies, focusing on improving internal workflows and customer interactions.
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
The CX team is a lean group that faces a heavy workload, primarily servicing other NZQA departments, many of which have limited understanding of customer experience (CX) and its design processes. This lack of familiarity hinders the team's efficiency in achieving NZQA's CX objectives.
Findings & Insights
Primary research shows that stakeholders would like to have a enhanced CX-knowledge and co-creation culture.
Strategy
An integrated solution was developed, consisting of an engaging introductory video paired with a comprehensive cookbook designed to onboard co-workers into the Customer Experience (CX) framework. Additionally, a Miro Toolkit was created to offer continuous support, enabling staff to efficiently navigate CX processes and collaborate more effectively.
Outcome
The short video aims to engage new collaborators and introduces the concept of Customer Experience and the CX team. The PowerPoint booklet provides continuous support for collaborators, detailed information about concepts of Customer Experience, CX Team, their operations and processes. The Miro tool kit provides a series of shared CX tools, promoting self-serve and co-cretion opportunities.
Impact
Usability testing revealed that stakeholders were highly engaged with the introductory video and reported feeling more informed about the Customer Experience (CX) framework. They also appreciated the accessible materials and toolkits, stating that these resources made them feel more supported and confident in proceeding with CX projects and initiatives. The combination of visual content and practical tools contributed to a better understanding and smoother adoption of CX processes.
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