Revitalising the Residential Experience
Proto Partners identified five critical moments of truth that have the most impact upon customer interactions with Sydney Water. We then developed 25 key ideal initiatives, and created a vision of a high level future state for typical residential customers.
Proto Partners then highlighted five pivotal customer experience interactions where changes to service would enhance the relationship between Sydney Water and their residential customers.
How might Sydney Water deeply understand the needs of the typical residential customer? Such knowledge would help shape the future customer experience and meet Sydney Water’s organisational objective of becoming more customer-centric.
Proto Partners turned the rigorous customer research undertaken into visual, actionable solutions, They created a suite of tailored Sydney Water deliverables reflecting the insights and opportunities gained across each of the five key customer experience moments.
By diving into these moments of truth, Proto Partners gained thorough, honest insights into the causes of common residential customer pain points. These causes were narrowed down into service themes to assist with the future development of Sydney Water’s service offerings. These service themes are currently being adapted throughout Sydney Water as posters to guide and facilitate future customer experience improvements and initiatives. This will keep residential customers at the heart of Sydney Water’s future state customer experience.
Touch points along the residential customer journey were examined in detail. Proto Partners highlighted five pivotal customer experience interactions where changes to service would enhance the relationship between Sydney Water and their residential customers.
Based on the journey map of these key customer experience moments, ideal customer scenarios were created. These were used to inform, inspire and provide Sydney Water stakeholders with a roadmap of the steps ahead, as Proto Partners began their next phase of analysis. Next, a series of deep dives into individual customer moments of truth were made and unmet needs and opportunities identified. The discovery of these led to the codesign of innovative service solutions, created to improve the future state of Sydney Water’s customer experience.