Human-Centred Design Project for the Government
Nomat was engaged to help lead a human-centred design (HCD) project for the state government. The aim of the project was to make it easier for customers to engage with the department’s services, as part of a broader strategic goal to improve customer experience.
Human-Centred Design Project for the Government
Nomat was engaged to help lead a human-centred design (HCD) project for the state government. The aim of the project was to make it easier for customers to engage with the department’s services, as part of a broader strategic goal to improve customer experience.
Human-Centred Design Project for the Government
Nomat was engaged to help lead a human-centred design (HCD) project for the state government. The aim of the project was to make it easier for customers to engage with the department’s services, as part of a broader strategic goal to improve customer experience.
Background
Nomat conducted research to identify and test opportunities to improve the customer experience. The goal was to put in place short term tactical improvements by uncovering opportunities for our client.
Background
Nomat conducted research to identify and test opportunities to improve the customer experience. The goal was to put in place short term tactical improvements by uncovering opportunities for our client.
Background
Nomat conducted research to identify and test opportunities to improve the customer experience. The goal was to put in place short term tactical improvements by uncovering opportunities for our client.
Discovery phase
The discovery phase helps us understand both the organisation and customer needs. This framing allowed Nomat to properly explore the problem space.
Nomat facilitated a two-hour discovery workshop with project stakeholders. Participants explored known customer pain points, creating the current-state journey map.
Nomat conducted 15 one-on-one in-depth interviews with current and future customers. This is to better understand their experience and uncover their needs.
Definition phase
The definition phase focused on understanding the information gathered in the discovery phase. This stage helps to define the problem(s) being solved.
In order to do this, Nomat created an interview insights report.This document also contained other information gathered in the first phase of the project. A detailed current-state customer journey map and updated personas were also created.
Discovery phase
The discovery phase helps us understand both the organisation and customer needs. This framing allowed Nomat to properly explore the problem space.
Nomat facilitated a two-hour discovery workshop with project stakeholders. Participants explored known customer pain points, creating the current-state journey map.
Nomat conducted 15 one-on-one in-depth interviews with current and future customers. This is to better understand their experience and uncover their needs.
Definition phase
The definition phase focused on understanding the information gathered in the discovery phase. This stage helps to define the problem(s) being solved.
In order to do this, Nomat created an interview insights report.This document also contained other information gathered in the first phase of the project. A detailed current-state customer journey map and updated personas were also created.
Discovery phase
The discovery phase helps us understand both the organisation and customer needs. This framing allowed Nomat to properly explore the problem space.
Nomat facilitated a two-hour discovery workshop with project stakeholders. Participants explored known customer pain points, creating the current-state journey map.
Nomat conducted 15 one-on-one in-depth interviews with current and future customers. This is to better understand their experience and uncover their needs.
Definition phase
The definition phase focused on understanding the information gathered in the discovery phase. This stage helps to define the problem(s) being solved.
In order to do this, Nomat created an interview insights report.This document also contained other information gathered in the first phase of the project. A detailed current-state customer journey map and updated personas were also created.
Design phase
The design phase began with ideation to identify and define solutions, before bringing these ideas to life as high-fidelity prototypes. Nomat brought customers and stakeholders together to collaborate and co-create solutions. These solutions explored new concepts to enhance the customer experience.
Nomat prototyped solutions based on the ideas generated in the co-design workshops. By consulting with the client’s project team, Nomat helped to ensure the viability and feasibility of real-world implementation.
Concept testing was then undertaken to understand the effectiveness of the prototype and any individual components.
Design phase
The design phase began with ideation to identify and define solutions, before bringing these ideas to life as high-fidelity prototypes. Nomat brought customers and stakeholders together to collaborate and co-create solutions. These solutions explored new concepts to enhance the customer experience.
Nomat prototyped solutions based on the ideas generated in the co-design workshops. By consulting with the client’s project team, Nomat helped to ensure the viability and feasibility of real-world implementation.
Concept testing was then undertaken to understand the effectiveness of the prototype and any individual components.
Design phase
The design phase began with ideation to identify and define solutions, before bringing these ideas to life as high-fidelity prototypes. Nomat brought customers and stakeholders together to collaborate and co-create solutions. These solutions explored new concepts to enhance the customer experience.
Nomat prototyped solutions based on the ideas generated in the co-design workshops. By consulting with the client’s project team, Nomat helped to ensure the viability and feasibility of real-world implementation.
Concept testing was then undertaken to understand the effectiveness of the prototype and any individual components.
Activities provided by Nomat
Discovery workshop
Customer interviews
Current-state journey map
Co-design workshops
Future-state journey map
Customer personas
Design concept prototypes
Concept testing
Reporting
Activities provided by Nomat
Discovery workshop
Customer interviews
Current-state journey map
Co-design workshops
Future-state journey map
Customer personas
Design concept prototypes
Concept testing
Reporting
Activities provided by Nomat
Discovery workshop
Customer interviews
Current-state journey map
Co-design workshops
Future-state journey map
Customer personas
Design concept prototypes
Concept testing
Reporting
Outcome
The project helped the client gain an understanding of the customer experience. Customers helped with co-designing the desired state and the proposed solution, which Nomat prototyped and tested.
The client is now exploring the implementation of the validated solutions in the short term as well as investigating longer-term strategic initiatives.
Outcome
The project helped the client gain an understanding of the customer experience. Customers helped with co-designing the desired state and the proposed solution, which Nomat prototyped and tested.
The client is now exploring the implementation of the validated solutions in the short term as well as investigating longer-term strategic initiatives.
Outcome
The project helped the client gain an understanding of the customer experience. Customers helped with co-designing the desired state and the proposed solution, which Nomat prototyped and tested.
The client is now exploring the implementation of the validated solutions in the short term as well as investigating longer-term strategic initiatives.
Interested to know more? Let’s Talk.
Interested to know more?
Let’s Talk.
Interested to know more? Let’s Talk.