Meaningfully simple communication

An integral part of your customer experience transformation is company-wide understanding and support of your journey to build customer-focus.

An important component of this is reviewing and crystallising your communication to ensure it connects with your employees and customers.

With the growing amount of information we have access to, self-service has never been more readily available. However, with the large amount of information we need to process comes a greater need for clarity to solve problems faster.

E-mail, SMS and live chat also represent over 80% of all service interactions, which presents an opportunity to demonstrate your difference through written communication.

Clear and consistent communication also helps internal teams build trust, creates alignment and unlocks the full potential of your service and experience initiatives.

Reviewing all content for both employees and customers ensures everyone is receiving communication that resonates and is valuable.

Before and after example of Proto's effective written communication design

Discover content that drives change

Build trust and alignment using purpose-written content that changes the way your customers and employees think

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The Proto difference: how we do communication design

We weave a new narrative into the heart of the organisations culture that will transform your employees' view of what they do, the way they do it and your customers' perception of your brand.

We underpin written language with visual storytelling, iconography and multimedia design that combined create a compelling story to bring about real change.

We develop Storyboards, Training Material, Website Content, Marketing Collateral, Correspondence (letters, emails, SMS), Live Chat, Terms and Conditions and Instructions supported by our writing consultancy partner, Friendly Persuasion.

Proto experience designer sketching storyboarding using effectively communicating Alinta Energy's ideal journey

Alinta Energy communication design successes

An enterprise-wide audit and improvement of Alinta Energy's customer communications was conducted. This spanned hundreds of messages and incorporated the most important journeys and experiences in the customer lifecycle.

From onboarding and embedding, to collections and hardship, Friendly worked with Proto to ensure every written experience was not only clear and compelling, but also led to better outcomes for the business and its customers.

Alinta Energy ideal customer journey map graphic by Proto

“With the majority of our customer experiences being written ones, Friendly's contribution was vital. Working alongside Proto, they've made those experiences simple, helpful and given them a tone that's distinctly Alinta Energy.”

Felicity Clark, Customer Experience Manager at Alinta Energy

Discover content that drives change

Build trust and alignment using purpose-written content that changes the way your customers and employees think

Get in Touch

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

Enabling customer-centric design


“Over the last 18 months, we've constantly referred to the work Proto did for us when designing and developing all the improvements to the app we're making. We've found their work to be highly valuable and has resulted in significant improvements to the MyOptus App that, without their insight wouldn't have been possible.”

Lucy Turner CX Design Launch Manager

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

A partnership for CX


“Working with Proto was very much a partnership. We worked hand-in-hand to put CX on the map within the organisation. The team are flexible, trustworthy and do what it takes to achieve the best outcome. If you’re looking for a quality agency, providing quality data and insights – Proto are your guys. We received over 90 initiatives from the project of which 79% have now been implemented and we are seeing the benefits flow through!”

Customer Experience Specialist

Unique Product Innovation


“Proto integrated into multiple simultaneous projects to ensure we achieved the best outcome. They brought real clarity around customer needs, the fundamental elements of our value proposition and provided a clear roadmap of where we're trying to get to. This allowed us to differentiate beyond the traditional proposition. As a result, one customer-informed initiative we developed was loanScore™. This unique innovation helps customers see how good their home loan is and evaluate their options for a better deal.”

Anthony Jusitce CEO

About Us

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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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