Yesterday I was a guest speaker at PeakXD's Experience Design Event in Brisbane. PeakXD has been a client of mine for 5 years and they invited me to talk about a project I managed for them last year for the Federal Government Department of Education and Training. In 2017 the Department came to PeakXD with the results of a review into higher education in Australia.
It was PeakXD's job to understand how prospective students wanted such a platform to work and what information they wanted/needed it to have.
Close to 150 attendees got to hear how we tackled this customer journey research nationally, how we analysed the data from all our participants, how we produced personas, journey maps and a detailed user requirements report, and learned about the next stages of the project.
Many thanks to the Department for allowing us to share their case study. It was a rare chance to let people in on how we design and execute customer journey research at a Federal level.