Customer Experience and Co-Design
Ensuring a quality customer experience (CX) is what separates good organisations from great ones. It is about safety, dignity and outcomes. CX and co-design are how organisations listen well, simplify access, and build services that are meaningful and impactful.
We help you turn lived experience into better pathways, clearer communication and measurable improvement across the social sector
Our focus is practical and relational. We create the conditions for safe participation, translate insights into service blueprints, and connect those blueprints to operational alignment and performance, so that what matters to people shows underpins everything - from frontline practice, to reporting, to leadership culture and governance.
We are trusted partners in…
Redesigning journeys across key touchpoints (intake, assessment, onboarding, complaints, and follow-up)
Designing services that meet the needs of all of your clients
Strengthening accessibility, cultural safety and trauma-informed practice, including First Nations and regional contexts
Building internal capability to co-design with people who use your services
Translating feedback and quality indicators into continuous improvement, not one-off reports
Reducing friction and duplication across digital and face-to-face channels
Redesigning journeys across key touchpoints (intake, assessment, onboarding, plan changes, complaints, and follow-up).
Our work
We are sector insiders who blend design practice with reform fluency. Our co-design is safe, respectful and purposeful, and it connects directly to delivery, quality and safeguarding so improvements stick. We support you to strengthen trust and partnership with consumers, families and communities.
Discovery and insight: interviews, workshops and yarning circles with lived experience; synthesis that respects confidentiality and context.
Journey mapping and service blueprinting: end-to-end pathways with roles, systems, risks, quality checkpoints and escalation.
Experience standards: accessibility, plain language, cultural responsiveness and trauma-informed guidance for teams.
Feedback and complaints redesign: simple channels, Voice of Consumer dashboards, closed-loop actions linked to quality and safeguarding.
Capability building: practical training in co-design, facilitation and experience measurement for leaders and teams.
Governance integration: embed consumer voice in board and committee reporting, aligning with risk, quality and outcomes.
CEO of organisation
“It all begins with an idea. Maybe you want to launch a business.”
Senior Manager of organisation