Overview
As part of a consulting engagement at Deloitte Digital, I contributed UX and service design work to reimagine the CSIRO education and outreach experience, spanning both the public-facing website and internal portal ecosystem. The work focused on improving how students, educators, and stakeholders discover, access, and engage with educational content and programs from first awareness through to active participation.
Problem Statement
The existing education experience was fragmented across multiple platforms, making it difficult for users to navigate, discover relevant content, and engage with programs effectively.
Key challenges included:
- Disconnected systems across the public website and internal portals
- Inconsistent navigation and content structures
- Limited visibility of available programs and resources
- Complex user journeys for educators, students, and partners
- Lack of alignment between user needs and service delivery
The core challenge was to unify the experience through a service design lens, ensuring digital touchpoints aligned with broader user journeys and organisational goals.
Deliverables
- End-to-end service design mapping across user journeys
- UX strategy and experience principles
- Information architecture for both website and portal
- Service design blueprint for current and future state solutions
- Persona archetype development
- User flow design across key journeys including discovery, engagement, and participation
- Wireframes and interaction design for critical experiences
- Content structure and taxonomy recommendations
- Stakeholder workshops and alignment sessions
- Design documentation to support downstream delivery teams
Outcome
The engagement produced a clear, scalable experience blueprint for CSIRO's education ecosystem, aligning digital platforms with user needs and organisational objectives.
Key outcomes:
- Unified experience across public and internal platforms
- Improved discoverability of educational programs and resources
- Simplified and more intuitive user journeys
- Stronger alignment between service delivery and user expectations
- A strategic foundation for future design and development phases