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

Liz Raw

Experience Design Consultant
Workcover Queensland


2:50 PM CASE STUDY: Exploring the Human-Centred Design Approach at WorkCover Queensland: Combining CX and UX to Improve Service Delivery

Over the past year, Workcover Queensland has worked to enhance their service delivery through joint initiatives with CX, UX and agile. Part of this journey also involved setting up a human-centred design approach to progress to user service design thinking and enabling positive responses as services improve. This collaborative approach was made possible through the buy-in and changing mindsets of executives to enable bigger changes through customer research and advanced methodologies. This session will explore:

  • Creating an overarching design framework that is customer centred and applying this to a digital front face platform
  • Developing the foundational requirements for becoming customer centric: Why you need to collaborate between CX and UX
  • Buildings internal capabilities and bespoke measurements to analyse the process and monitor results to continuously be agile and adapt to future changes


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

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