Our Work Desktop

Our Work

Crafting exceptional customer experiences since 2014

Business solutions that drive customer value

We partner with Australia's leading customer-first organisations to develop innovative, best-in-class CX solutions.

We lend our expertise to marketing strategy, brand development, digital optimisation and more. Delivering practical solutions that help businesses capitalise on quick wins while also building foundations for the long-term.

Everyday Rewards omnichannel strategy
Woolworths (Everyday Rewards)

Building Everyday Rewards’ omnichannel experience.

The project involved in-depth sessions with product, customer behaviour and research squads, and a digital channel audit exploring existing customer behaviour, business process and channel practices. The resulting omnichannel framework defined digital channels' role in an agile environment and embedded customer-centricity into the rewards program customer experience.

CX audit & customer engagement strategy
Qudos Bank

CX audit & customer engagement strategy

Qudos conducted a comprehensive CX Audit of the current state before developing a Customer Engagement Strategy and roadmap of initiatives and works to provide a clear and well-defined plan of action to strengthen Qudos' position in the market and contribute to its core value - 'Customer First'.

Everyday Rewards customer lifecycle strategy
Woolworths (Everyday Rewards)

Driving value across the customer lifecycle with Everyday Rewards

After reviewing the existing customer lifecycle and customer experience, and the underlying commercial value model, a novel and dynamic customer lifecycle framework was developed and implemented across the Woolworths’ Everyday Rewards ecosystem.

Bupa digital campaigns

Bupa's customer retention agency

T&H was Bupa's engagement customer agency for over three years. T&H supported across strategy and planning to execute over 80 omnichannel marketing campaigns.

My Ryobi UX Design output
Ryobi (Australia) (Techtronic Industries Australia Pty Limited)

UX design of analogue to digital product registration

As part of improving the end-to-end customer experience, Ryobi engaged Tortoise & Hare to look closely at the My Ryobi website and broader CX to consider improvements to mitigate friction and drive engagement across sign-up, registration and ongoing product management.

W23 brand assets
W23 (Woolworths Venture Group)

Developing the W23 brand for Woolworths Group

A complete branding development exercise, from concept ideation to brand assets roll out across channels and guideline development to ensure consistent brand execution.

Lifecycle strategy and development of member journeys.
Active Super

Lifecycle framework and journeys to enhance CX for Active members

T&H was engaged to deliver a lifecycle strategy that would provide a framework to support the development of key member journeys that would change the conversation around Super to make it relevant to members at all life stages, drive engagement and nurture advocacy.

nib customer experience audit findings

Unlocking customer experience opportunities for nib

An initial customer experience audit of all communications and channels was undertaken to provide a recommended approach and roadmap for further CX optimisation across nib.

Cashrewards persona insights

Developing customer personas through qualitative and quantitative research

Customer personas allow for delivering a more relevant product, marketing and customer experience that matches member expectations and offers more profound business value.

A trusted partner to Australia’s leading customer-obsessed brands


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