We design service experiences that delight your customers and grow your business

We show you how to look at your services through your customers’ eyes, and to continuously improve and refine them so they are both customer-centric and competitive.

Our unique process gathers together vast amounts of data, research and insights. Then, keeping your customer at the centre of the process, we create a new service model for your business, turning previous points of friction and stress into smooth customer-centric experiences.

Two Proto experience designers conducting a video meeting

Business benefits of Customer Experience and Service Design: end-to-end transformation

Customer Experience and Service Design can focus on improving just one crucial touch-point for your customers or it can drive total business transformation.

We focus on the practical side of improving your customer service; people, policy, process, procedures and props. Change affects your who business so new systems, operations, and attitudes are often required to create improved services and customer experiences.

Two Proto experience designers working on a customer experience journey map Optus Customer Pathways portfolio

Ready to transform your service experience?

Access simple easy-to-action steps that build customer focus into your business

Get in Touch

The Proto difference: how we approach Customer Experience and Service Design

We use a Growth Driven Design approach developed in 2009 and continually improved upon across 100+ projects. At its simplest, it looks like this:

Proto's Growth Driven Design methodology
Learn more about our Growth Driven Design approach

Gumtree Customer Experience and Service Design successes

Gumtree engaged Proto to discover exactly how customers experienced their offering, from first enquiry to final transaction.

Proto analysed 55 different touch-points across 6 phases of customer interaction during an extensive research period. Key pain points were identified and opportunities for improvement were discovered at every point of the user journey. Proto delivered a turnkey set of valuable solutions that drove a 25 point increase in NPS and business growth.

Two Proto Gumtree CX strategy books, one open

“From the get go we knew Damian and his team were superstars. Their enthusiasm and energy coupled with their world-class methods, cut through the noise and brought clarity to our customers voice. Understanding the value drivers enhanced the empathy we have towards our customers, which further helped us prioritise a winning formula. Enabling us to continue to build an iconic Australian brand.”

Baris Ozturk, Product Manager, trust and safety pipeline at Gumtree Australia

Ready to transform your service experience?

Access simple easy-to-action steps that build customer focus into your business

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

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

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

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

Read About Us

Our Work

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

View Our Work

Join the Proto community and receive practical resources to help you become more customer-centric!

Welcome to the Proto community! Our goal is to provide you with not only the latest insights into Experience and Service Design, but provide you with ongoing support and ideas to improve your customers and employees experience.

Subscribe