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.

UI and UX audit and design support to optimise customer booking experience
Virgin Australia

UX/UI audit & design of Virgin Australia booking experience

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.

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.

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.

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.

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