Customer experience research of online and contact centre services

Closed

Customer experience research of online and contact centre services

Tender ID: 413451

Tender Details

Organisation:

Office of the Student Identifier Registrar

Tender #:

6116

Status:

Closed

Publish Date:

19 February 2020

Closing Date:

3 March 2020

Tender Description

The Office of the Student Identifier Registrar (OSIR) seeks user research expertise to undertake research of USI customers on their experiences with the USI and its support services. Respondents are encouraged to review the information on www.usi.gov.au to better understand the USI. The USI service is undergoing significant expansion over 2020 and we want to better inform the delivery of our services in the future by procuring the services of a user research and design company to help us:

better understand our customers current experiences and future needs
determine other service delivery user preferences
propose website and support service improvements or extension.

The project should deliver:

facilitated in-person user research sessions with a full spectrum of USI customers
user profiles, stories and journey maps
final research report
presentation of findings to the OSIR

We are open to consider other products you recommend may be useful.

Location

South Australia : Adelaide : Eyre & Western : Far North : Fleurieu & Kangaroo Island : Limestone Coast : Murray & Mallee : York & Mid North
Outside Australia
New Zealand : Auckland : Bay of Plenty : Canterbury : Chatham Islands : Gisborne : Hawkes Bay : Kermadec : Manawatu-Wanganui : Marlborough : Nelson : Northland : Otago : Southland : Subantartic : Taranaki : Tasman-Nelson : Three Kings : Waikato : Wellington : West Coast