Customer Experience Case Studies & Success Stories

At Proto, we help organisations uncover the hidden opportunities that fuel growth. Our customer experience case studies show how leading brands across finance, transport, health, government, and retail have used our consulting expertise to transform customer journeys and drive measurable results.

Each project highlights how customer experience consulting, service design, and customer journey mapping deliver real-world business impact. From boosting loyalty and revenue to simplifying complex services, these success stories demonstrate what’s possible when insight and execution align.

Explore how we turn overlooked pain points into strategies that improve customer satisfaction, reduce churn, and create lasting competitive advantage.

secure-parking-digital-transformation-barriers-removed

Transforming the Customer Experience of Secure Parking

Customer experience improvements driving business growth and increased ROI

Alinta Energy: Hearing the Voice of the Customer

Customer journey mapping for enhanced CX management and service delivery

Lane Cove Council: Revolutionising Resident Customer Experience

Customer experience consulting that transforms customer satisfaction and retention

Syngenta: Driving Growth Through Agricultural Customer Insights

A woman receiving a cosmetic or dermatological treatment with a small handheld device while lying down, wearing a headband and a towel, in a clinical setting.

Scaling Innovation at Laser Clinics with Customer Insights

People standing outside a modern building, with one person blurred walking past and another man standing near the glass wall on the right.

Building Investor Confidence with Bell Financial CX Strategy

Modern multi-story house with large glass windows, outdoor pool, and landscaped yard at dusk.

McGrath Real Estate: Aligning Teams for Customer Growth

UNO Home Loans: Reimagining the Financial Product Experience

Modern Sydney Metro train at station during sunset, with clear sky and overhead power lines.

Designing the Sydney Metro Passenger Experience

A man in a yellow safety shirt with reflective stripes standing next to construction equipment on a cloudy day.

Coates Hire: Expanding Customer Footprint with Experience Design

Optus store interior with customers browsing and staff assisting, illuminated with bright teal and white signage

Optus: Pioneering Tomorrow’s Digital Customer Experience

Westpac: Innovating the Credit Card Customer Experience

From transport and infrastructure to health and beauty, our customer experience consulting projects uncover growth opportunities others miss

More Case Studies

Aspect - Autism Australia

Autism Australia: Redesigning Services for Community Impact

Great Southern Bank

Great Southern Bank: Driving Growth in Home Loans

Gowrie

Gowrie NSW: Building Organisational Vision Through Customer Insights

Humm (Buy Now Pay Later)

Humm: Innovating the Buy Now, Pay Later Customer Experience

Villaworld Homes

Villaworld Homes: Transforming the Home-Buying Experience

CDC Buses

CDC Buses: Turning Insights into Seamless Passenger Journeys

Gumtree

Gumtree: Elevating the Online Marketplace Customer Experience

ISPT Superannuation

ISPT Superannuation: Enhancing Member Experience and Value

Virgin Mobile

Virgin Mobile: Reinventing the Mobile Customer Experience

Hoyts Cinemas

Hoyts Cinemas: Creating Unforgettable Movie Experiences

Hoot Holidays

Hoot Holidays: Redefining Travel Customer Experience

Sydney Water

Sydney Water: Improving Onboarding and Customer Engagement

No matter the industry — retail, travel, or digital platforms — we apply customer intelligence to turn insights into predictable revenue growth