Officeworks: designing and delivering enterprise-scale digital solutions

We worked alongside the Officeworks team to redesign their app for iOS and Android devices. Following initial UX sessions as part of a discovery phase, we were able to identify and define multiple opportunities to improve the experience for Officeworks’ diverse customer personas.

Ideating solutions based on the opportunities, we worked in design sprints to reimagine the user-interface and overall experience, specifically between shoppers, businesses and guests to create a beautiful, fluid and engaging shopping experience within both iOS and Android environments.

We worked with Officeworks to design and develop a digital platform enabling schools to create and manage lists of essential classroom items, and allow parents to purchase the products in a reliable and accessible way.Embedded within a dedicated squad, we undertook discovery and define phases to collate the relevant artefacts, understand where the product would fit within the existing suite of Officeworks applications, and worked with and advised the development team on how to implement our designs.

Once a design/development cadence was established we were able to provide ongoing strategic customer experience advice and assist in the implementation of a company-wide brand refresh by producing  engaging and user-centric designs for the product.

We supported Officeworks navigate a highly complex project as part of their partnership with a major Australian telco. This project was primarily a User Experience and Service Design project spanning a complex omni-channel user journey across physical and digital platforms, across Officeworks and the partner telecommunications organisation. The project involved multiple stakeholders both internally with the client and externally with the partner organisation.

Key activities under this project were:

– Workshops between Officework and the Telco UX/UI designers and executive stakeholders.

– We facilitated workshops and mapped multiple user journeys, visualising and articulating the intricate communications needs and customer touch-points.

– Accounting for diverse considerations across the two partner organisations, including Officeworks’ users; warehouses;  and couriers; the generation of a contract and how service offering would fulfil the contract obligations; the critical communications and messaging required in each step.

Key deliverables:

– Wireframes and prototypes of complex solutions, used for workshopping and problem solving.