A mass data and insight gathering exercise to help nbn understand the real-life Business and Residential customer journeys.
A business-shifting customer journey map, that enabled nbn to see pain-points and create solutions proactively not reactively.
As Australia's largest ever infrastructure project, the nbn had many touchpoints and construction variables - all needing to be considered.
Getting millions of households and businesses to connect to a new network is no easy feat. Multiple, disjointed sources of data across nbn business units, were clouding their view of the actual customer experience.
Working in close partnership with the client, we created scrupulously detailed, five metre long customer journey maps for both the Residential and Business customers, validating the work with additional research to fill in any information gaps.
nbn’s goal was as many houses connected as fast as possible.
A bird’s eye view fed strategic opportunities to talk to customers at the right time and empower them to switch faster.
