We’re more than just another consultancy. We are founding partners of byTheNetwork, an award-winning, global network of 34 independent agencies; covering 34+ key markets worldwide.
VLSB+C wanted to review their complaints handling processes to improve their timeliness and efficiency.. VLSB+C needed support in mapping the reality of their complex current process, and in designing a practical roadmap for a holistic, integrated and customer-centric future state.
The public were navigating multiple departments, complex legal jargon and a disjointed end-to-end process.
We used a human-centred design approach to unearth thoughts, feelings, interactions and pain-points to build a view of both internal and external experiences. This allowed us to design an ideal future state experience and design an implementation roadmap of prioritised initiatives to deliver it.
The implementation of the future state is underway at VLSB+C, with the appointment of a Head of CX to drive the rollout and build a team around the future state requirements. We continue to work with VLSB+C to strategically oversee the program and bolster their team with specialist skills as required.
→ With over a decade of experience in CX, service design and digital transformation, Marina has honed her skills working with clients such as Revenue NSW, ANZ and Samsung. Marina has also worked client side driving new ventures at a leading health organisation. Skilled in leading multi-disciplinary teams and driving innovation, Marina unlocks growth potential while ensuring a human-centered approach.