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 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.
hipages wanted to creatively bring to life their tradie personas, in a format that could be shared and displayed across the business.
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.
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.
Virgin Australia partnered with Tortoise & Hare to provide UX/UI design recommendations for a frictionless and optimised discovery and booking experience within the Virgin Australia Business Flyer portal.
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.
A full end-to-end website build for W23 (Woolworths Venture Group), including UX research and design, UI design, and website development.
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.
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.
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.
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.
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.