Customer Experience and Service Design Consultancy

For 10 years we have helped our clients solve their biggest customer challenges by designing new business models, innovative products and service experiences customers love and employees can deliver.

Challenges we solve

Business Model Innovation

We help companies to innovate their business model by fully articulating their value proposition to customers and redesigning their underlying operating model to ensure they deliver it.

Product and Service Innovation

We show companies how to innovate across their products and services to deliver both new and unrealised value across the end-to-end customer journey.

Employee Experience

Our clients are service businesses made up of people. We use Employee Experience to not only increase staff retention and loyalty, but also inspire and empower them to deliver a vastly improved experience for customers that drives business growth.

Truly understand your customers’ journey

Our expertise in customer journey mapping, qualitative research and customer insights allowed us to make Optus' aspirations of becoming the most loved service brand in Australia tangible. We created the customer experience of tomorrow for their 5 million customers to deliver what they valued most.

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Inspire change using deep customer insights

In order to transform Alinta’s customer service program rigorous market research of the energy eco-system was required to deliver robust consumer insights. Enthograhic and qualitative research captured customers underlying feelings, motivations that were mined to create actionable insights that created impetus for change.

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Create an actionable roadmap of initiatives

To deliver on Gumtree's aspirations of designing an unmatched online trading experience, we needed to understand their entire customer journey to build a complete and detailed understanding of their end-to-end user experience. By helping Gumtree understand the voice of their customer using tangible and actionable roadmap their NPS increased by 15 points, increasing customer advocacy and revenue.

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Create an employee experience that supports and enables your customer experience

Hoyts aspired to create a differentiated cinema experience by consistently delivering an outstanding customer experience. We mapped an ideal user journey for both customers and employees to design innovative solutions for the inextricably linked service experience. We developed a new customer strategy that enabled Hoyts to move from a transactional model to a meaningful and rewarding cinema experience.

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Develop products that customers truly value

Using our immersive research process, Westpac uncovered key insights into why people carry multiple credit cards from our immersive research process. This informed product innovation, designing Westpac customers one credit card that could do everything.

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Develop the impetus to drive change by establishing customer empathy

Proto’s workshops and training inspired icare to unlock their creative potential through human centred design, prototyping and collaborating. We developed new ways of working to help them priorities what mattered most to their customers.

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Move quickly from strategy to execution

Sydney Water uncovered their customers’ key moments of truth through Proto’s deep-dive on the current on-boarding process. We redesigned interactions to not only be valuable, but brilliant - 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

Creating empathy to deliver outstanding results

“Proto were a pleasure to work with. They were adaptive and responsive, and developed a deep empathy for both the client and their customers. The quality of their products and services was outstanding.”

Michael Storey Manager of Customer Research and Strategy at Sydney Water

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 Former 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.”