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Customer Experience Case Studies

T&H CX > Our Work > Customer Experience Case Studies

Case studies from the leading edge of CX in Australia

Customer Experience (CX) case studies

Welcome to Tortoise & Hare CX Agency's Customer Experience Case Studies. Delve into our collection of real-world success stories, highlighting how we partner with top Australian brands to create exceptional customer experiences. Our focus on customer-centric strategies ensures that every interaction leaves a lasting impression, fostering brand loyalty and driving future success.

Below, you'll find a selection of our case studies in customer experience, showcasing our work with some of Australia's most reputable brands. These customer experience case studies and marketing and branding case studies highlight our expertise in customer experience (CX) user interface (UI) and interactions, be it in person, online, or through apps. 

Our example customer experience case studies featuring Modern Teaching Aids, Modern Star, W23, nib, Volleyball NSW, and the National Rugby League showcase how we develop and implement next-level customer experiences for our clients.

Why Choose Tortoise & Hare CX Agency?

At Tortoise & Hare, we are committed to delivering exceptional customer experiences that drive meaningful results. Our case studies demonstrate how we leverage innovative strategies, creative thinking, and advanced digital services to propel our clients' businesses forward.

Looking to Elevate Your Brand's Customer Experience?

Interested in learning more about a specific customer experience case study? Or wish to know more about collaborating with Tortoise & Hare CX Agency to create lasting connections with your customers, improve brand loyalty, and drive future growth. Get in touch below to start your journey toward a more customer-centric future.

Qudos Bank CX Audit and Customer Engagement Strategy
Qudos Bank

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'.

Endeavour Group Loyalty App UX Design
Endeavour X (Endeavour Group)

Endeavour Group Loyalty App UX Design

T&H collaborated with Endeavour Group to develop a seamless & user-centric onboarding experience to reduce gambling harm & maximise customer satisfaction & engagement in ALH's loyalty app experience

hipages Tradie Onboarding Journey Design

hipages Tradie Onboarding Journey Design

hipages engaged T&H to optimise their onboarding journey to increase the engagement & and satisfaction of new tradies within their first 3 months of using hipages.

Creative Development of hipages Personas

Creative Development of hipages Personas

hipages wanted to creatively bring to life their tradie personas, in a format that could be shared and displayed across the business.

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.

CX support and lifecycle journey development for Virgin Australia
Virgin Australia

CX/UX review of Onboarding & Activation user journeys for Virgin

Tortoise & Hare were engaged as an extension of the SME marketing team to provide strategic CX support to optimise the onboarding journey for members of the Virgin Australian Business Flyer program.

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 Test and Learn Framework

nib Test and Learn Framework

T&H partnered with nib to develop a test and learn framework to help structure and drive improvements in nib's engagement communications.

MTA B2B CX audit and journey mapping
Modern Star

CX audit and customer journey mapping

An end-to-end CX audit of Modern Star's flagship B2B brand, Modern Teaching Aids (MTA), to identify opportunities and become a customer-first business.

W23 website UX, UI design and development listing image
W23 (Woolworths Venture Group)

UX/UI design and website development for Woolworths Group

A full end-to-end website build for W23 (Woolworths Venture Group), including UX research and design, UI design, and website development.

nib next-best-action framework listing image

Building the framework for next-best-action and the blueprint for further innovation

This next-best-action framework provided the modelling to deliver tailored solutions more effectively and proactively improve customer experience. Additionally, it formed the blueprint for further innovation in the customer experience and machine learning space.

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.

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.

NRL research insights

Building a generation of loyal rugby league fans with NRL

Tortoise & Hare partnered with the NRL, its stakeholders and its broad participant base to build a customer loyalty and engagement strategy focused on driving future business growth for the game through its grassroots supporter base.

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.

MYER onboarding email suite
MYER one

Strategic thinking and creative development of a customer onboarding journey

Develop a targeted, personalised onboarding experience to; educate new customers on the value of the MYER one program and increase customer activation and average spend.

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.

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.

Volleyball NSW rebrand
Volleyball NSW

Volleyball NSW rebrand, marketing and comms overhaul

To aid in the COVID-19 recovery and position the organisation to capitalise on the Tokyo Olympics, Volleyball NSW overhauled its brand and marketing and communications strategy to enhance the stakeholder experience and drive growth in members and revenue.

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