Attract the best talent

Everyone who touches your brand is a potential ambassador for you. But getting insight into the recruitment process is hard: those who are going through it have a vested interest in saying all the right things. Staff who went through it have a biased experience – it got them hired!

Proto works with those responsible for recruitment to design and map the most effective, considerate process. With our experience from hundreds of companies, we share best practice and help you think about what your candidates take away. We bring the breadth of research and design skills to create the ultimate recruitment experience that meets the emotional and intellectual needs of your stand-out candidate.

Proto helps you woo people with the capacity for extraordinary performance and showcase who you really are.

Inspire people for purpose

Staff onboarding is challenging. Information needs to be communicated quickly; culture needs to be communicated even faster.

Proto designs onboarding experiences that your current staff and employees can be proud of: THIS is our organisation. THIS is how we do things round here. THIS is what you're joining.

By journey mapping current and ideal employee experience, by shadowing onboarders and by interviewing great performers, we combine a strategic understanding of the organisation's objectives with our human-centred insight.

Proto crafts an experience for your new starters that brings them effortlessly into your business - and sets them up with the tools to succeed.

Retain your valued talent

Staff who are building their careers already have their hands on your IP. Some of them are headed out on their own, to make the next Uber, Lemonade or Tinder.

Wouldn't it be worth your while identifying what would make them swipe right for you?

eNPS surveys gather the experience benchmark. The art is in addressing areas of discomfort and maximising the strengths.

Proto's activation workshops with established staff are heavily outcome-focused. By unpacking what high performers want for people like them, and by designing a service blueprint that truly delivers, we ensure the employee experience is irresistible.

That builds reputation and fuels attraction and recruitment.

What's not to fall in love with?

Human-centred recruitment; attract the best talent

Proto helps you consider the Employee Experience even before the candidate becomes an employee. Leaning forwards with human-centred design thinking at recruitment means better talent on a better footing.

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Reward and nurture the talent pipeline

Every company has its superstars.

But how do you harness those who stand out for all the right reasons? How do you bottle their expertise and share it? How do you empower them on a day-to-day basis and nurture them through the talent pipeline?

Proto works with your top-percentile operators to capture the ideal customer interaction. We create scripts, videos and training materials that enable the Best to train the Rest. We work with teams of specialist HR experts to develop a career track that Motivates, Maximises and Mentors.

Above everything else, we design career experiences that recognise excellent employees. Because one day, they could be the new CEO.

Alinta: attract, retain, inspire, reward

For Alinta, we designed a program of works that unpacked domestic and international staff experience. We listened in on calls in the callcentre, interviewed staff and senior stakeholders, shadowed the onboarding process and embedded ourselves in the eNPS for almost 600 employees.

From this wealth of lived and reported data, we were able to map the current staff journey and build an ideal pathway. We recommended adjustments to the attraction experience, building greater consistency across communications. Aligning this with the recruitment stage, we were able to help bring forward the key strengths of the organisation for candidates and offer something of value for everyone involved.

Understanding the staff in this depth, we created Employee Personas. These helped to focus the vast number of initiatives possible into a targeted, resourced and feasible plan of action – addressing key employee types one by one in order of need. Actionable project plans were created for internal change champions to take on and make live.

Proto was extremely proud of their involvement with Alinta and thanks them (and their staff) for the experience.

Adjusting training experiences and materials, we ensured that onboarded staff were quickly equipped with the recommended essentials that would help them tackle the immediate future. We also recommended that a library should be gathered, using video and audio inputs, to provide a wealth of resource for new and established staff to continually dip into. This would support with rich, bespoke content that trained to gaps in knowledge or experience.

Human-centred recruitment; attract the best talent

Proto helps you consider the Employee Experience even before the candidate becomes an employee. Leaning forwards with human-centred design thinking at recruitment means better talent on a better footing.

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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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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