For 10 years we have helped our clients solve their biggest customer challenges by designing experiences their customers love and employees can deliver.

Understand your Customers' journey

We helped Optus design the ideal journey for 5 million customers to deliver against their ambition of becoming the most loved service brand in Australia.

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See things differently

We developed fresh insights that helped Alinta Energy walk in the shoes of their customer and their employees, driving change from the outside-in.

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Increase your customer advocacy

We made the seemingly impossible possible for Gumtree by designing a tangible and actionable roadmap that drove a 15 point increase in NPS and increased revenue.

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Deliver better, more innovative outcomes

We used Design Thinking to help Hoyts redesign the Cinema experience by creating an ideal journey for both customers and staff ensuring customers would love it and staff would be both enabled and excited to deliver it.

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Develop more innovative and profitable services

We helped Westpac uncover why people carry multiple credit cards and developed a product that would do everything in just one innovative card.

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Build a more creative workforce

We developed new ways to help the icare NSW team get inspired about their customers by training them to unlock their creative potential through human centred design, prototyping and collaboration.

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Be outstanding, despite the challenges

We worked with Sydney Water to uncover their customers’ key moments of truth and redesigned interactions to not only be brilliant, but valuable despite industry constraints.

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Delivering phenomenal outcomes


“Working with Proto was a leap of faith, but they have become a major strategic partner in our CX evolution. The work they've developed and the way we've been able to embed it in the organisation has been absolutely phenomenal, and we're getting the outcomes we want.”

Felicity Clark Customer Experience Manager

Bringing a new approach and mindset


“Proto is different. They roll up their sleeves and get busy working with us to do thing we wouldn’t have been able to do ourselves. They bring a new approach and mindset to get fresh insight by using design tools and methodologies that create solutions to really get things done!”

Michael Storey Head of Customer Engagement

Halving your customer churn


“Without the customer experience insights from the research program, we would not have been able to identify the acquisition issues that we had. Changes to the customer interactions that led up to financial protection have reduced the outflow rates by 50%.”

Felicity Rowcliff Dean Customer Centred Design Manager

Take your NPS score to the next level


“From an NPS perspective, I have gone Spinal Tap on you guys and gone to 11. I still think the work you did with us, the way you went about it and the deliverables amounted to one of the best pieces of consulting advice I’ve ever commissioned.”

Matthew Liebmann Chief Operating Officer

Exceptional prototyping


“The outcome of the prototyping has been exceptional and we continue to use the knowledge and expertise that Proto shared with us during their engagement. The icing on the cake for me was that Proto captured all of the insights from the customer workshops into an organisational asset that we now use as an integral part of our toolkit for training and briefing new team members.”

Sharon Nanetti Optimal Care Program Director

Prioritising what matters


“Proto’s in-depth customer research helped us to uncover underlying customer needs that wouldn’t have been possible without an ‘outside-in’ approach. The team identified the core customer problems and provided actionable insights that enabled us to remove key areas of customer friction and frustration and redesign a credit card experience like no other.”

Christian Johansson Head of Marketing, Customer Finance

Achieving a 20 point increase in NPS


“I have worked with Damian and the team at Proto for several years. In this time, they have worked collaboratively with us to build a roadmap of strategic ‘outside-in’ initiatives that ultimately resulted in a 20 point increase in NPS. They imparted a great deal of CX knowledge, approaches and tools that have been invaluable to the team and the business.”

Amanda O'Donnell Head of Customer Experience

Insight driven, customer centric ideas


“Proto revealed and captured a ton of insights, putting Gumtree in a position where we can take our experience from good to great!”

Coen Horrevoets Head of Product

Award-winning customer experiences


“We won the AFR Smart Investor SMILES award for Best Online Broker. This award is based on customer voting and I believe this was as a result of a clearer focus on our existing clients which you helped us to understand.”

Arnie Selvarajah Chief Executive Officer

Design that reduces cost to serve


“The Proto team demonstrated flexibility in their approach which made such a refreshing change. They took the time to coach and mentor each of us in a highly creative and energetic environment. Furthernore, they helped us exceed our customer satisfaction targets, all whilst stripping out in excess of 20% of our service costs in under 12 months. Proto helped us to stay focussed on the customer which enabled us to win in the market.”

Matthew Anderson Chief Operating Officer

Service innovation at scale


“We worked with Proto on an exciting & unprecedented challenge at Optus, to design the customer experience of the future. Damian & the team had high energy & together we operated as ‘one team’. Proto worked hand in hand with us to bring the internal team up to speed, & also brought in global experts to work with us to take our deliverables to another level of quality & innovation.”

Dan Sunderland Director of Customer Experience Strategy and Planning

Actionable Customer Strategies


“Proto developed a membership strategy that addressed points of friction along our members journey, identified opportunities to improve and clarified the types of engagement that our members needed at the different stages in their career. We were impressed with the depth of insight that Proto were able to bring to the project - as well as the energy and ideas that they helped to generate.”

Sarah Prescott-Thompson General Manager Shared Services

About Us

Find out what drives us and how our passion for designing, enabling and scaling outstanding services delivers what your customers really want.

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Our Work

Find out how we’ve helped some of Australia’s biggest brands transform their approach to delivering an outstanding service experience.

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