31 July - 01 August, 2018 | Rydges Sydney Central , Sydney, Australia

Belinda Dimovski


Director, Engagement and Support
Australian Red Cross


12:30 PM Creating a Business Case to Successfully Meet Organisational Needs for Service Delivery and Design

  • Showcasing data to invest in systems more readily supporting multiple iterative cycles of consultative design, development, testing, and deployment
  • Overcoming the barriers of aged and obsolete systems for timely service redesign
  • Establishing the value of the project and identifying the measurable KPIs to continuously measure performance and progress in stages of transformation

8:00 AM Cross Industry Case Study: Service Delivery at NFPs: Exploring the Long-Term Service Transformation at Australian Red Cross to Support a Diverse Range of Customer Needs

In the past 10 months, the Australia Red Cross have gone through a long-term transformation for its retail shops and online services and applications. This has involved changes to internal structures, such as recruiting a Head of Customer Service and setting up Innovation teams. Through this change, the organisation has been able to focus on User Experience, developing a customer and user centric approach to how people can navigate through the services and understand the ‘language’ of their customers. In this session, Belinda will discuss:
  • Looking at transformation as a long term journey: Why it’s more cost effective to space out the transformation rather than condense it to a short term goal
  • Updating current offerings and redesigning products to create a more suitable and reasonable platform for consumers to support
  • Evaluating the cost benefits for both the business and customer, and utilising survey and feedback tools to determine the right value of investment


Check out the incredible speaker line-up to see who will be joining Belinda.

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