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How we arrived here

Using a human centred design approach we undertook interviews and customer research to better understand the human experience through a common law claim from all perspectives in our ecosystem.

Our corporate goal as an organisation and from a design perspective was to use this approach to improve the customer experience and achieve better outcomes.

To design a better experience and achieve better outcomes for our customers, we undertook research into Australian and overseas compensation and personal injury schemes and litigation which provided us a better understanding of some of the key issues that have emerged during our interviews and workshops with workers, employers and stakeholders.

In partnership with University of Queensland we used different design methods—such as the creation of personas and storyboards—to provide us with detailed information about the experience

Customer and literary research helped us to confirm 8 central themes demonstrating the current common law experience (image below). The themes helped us to identify the needs and value held by the groups in the ecosystem and led us to understanding where the key challenges lie and the opportunities to improve the experience and outcomes for our customers exist.

With a better understanding of the common law experience we continued our co-design approach with the ecosystem to help us identify the key moments of the common law journey, identify opportunities and build ideas on how we might improve the experience to achieve better outcomes.

Last updated
25 October 2018

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