Transport for NSW

Learning Videos of real people make boardrooms stop
arguing, and start solving their customer’s problems.

Problem How do you focus a government organization on fixing the problems of it’s customers?

Solution User videos, implemented change that improved and focused the department on customer first.

Success Speed and design of website, and useability scores went up.
Methodology We established a profile of the users and modelled the location and desires of a band of 6 profiles. Mapped user journeys, then created videos to communicate these bands of people and location settings for usage of the site, m site and app. We presented in a simple PowerPoint with short clips for self-learning and processing of user with location and desires.

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