Home/Case studies/Australian Association for Social Workers (AASW)
Customer Experience T&E
Australian Association for Social Workers (AASW)
The Australian Association of Social Workers is the professional representative body of social workers in Australia, with more than 12,000 members. It was formed as a national association in 1946 and has since supported its members through the profession's many developments and changes.
- 3 days
- From insight to tested service concepts
- 40+
- Council staff upskilled in HCD
- 5
- Priority journeys redesigned
CHALLENGE
CHALLENGE
The AASW wanted to provide the tools and techniques to their team to help them identify pain points and improvement oppportunities in the current customer journeys.
SOLUTION
SOLUTION
Collective Campus delivered a customer experience workshop at the annual team get together with a focus on the following objectives: - To understand and align on the importance of customer experience - To understand the importance of AASW providing a quality experience for customers - To create high-level customer personas for the key AASW customers - To map key customer journey including pain points and opportunities
OUTCOME
OUTCOME
The AASW team achieved the following outcomes: - Aligned understanding of the importance of customer experience - Development of key customer personas - Using the key personas, development of a current customer journeys - Identification of pain points and opportunities at each touch point - Understanding of a key prioritisation framework based on Cost vs.Impact
“Collective Campus gave our teams a practical toolkit for putting residents at the centre, and the confidence to keep using it.”
Program Sponsor
More case studies
Have a challenge like this?
Book a discovery call and we'll design a program around your goals.
Book a discovery call →