Learning from your customers

Jul 19, 2017 · Melbourne, Australia


We all want to be customer centric but how do you actually figure out your customers’ needs & the solutions?

Our speakers are Jo Squire and Katie Phillips, both working as researchers at Australia Post, will share their experience with you.

Jo will talk about:

• the differences between doing research in discovery and validation phases

• what research methods are better when

• tips for getting the most out of your research including how to communicate the value of research/results 

Katie will share End-to-end validation and optimisation via Diary Studies.

Australia Post’s Send a Parcel allows customers to pay for and print their own domestic labels from their home or business. Katie was looking for ways to validate the tool’s increased capability for international sending and decided to use diary studies to understand how people used the new service & what issues they encountered. Katie will share:

• the benefits of using diary studies 

• how to use Slack to facilitate and collect data 

• how she worked with the development team to implement the findings

Speakers Bio

Jo Squire  

Jo is currently a Senior User Experience Researcher at Australia Post and comes with over a decade of experience in user research. She is a strong advocate of putting the customer at the heart of every project, and believes that having a deep understanding and empathy for customers is essential to designing great experiences. 

At Australia Post, Jo is responsible f

or designing and conducting customer research across all of Australia Post’s digital platforms. Research starts at understanding the problem, and continues through to validating finished products. Working closely with product owners, designers and developers Jo helps ensure the wealth of information gathered from the research is translated into highly desirable products that meets both the needs of the customers and the business.

Katie Phillips 

 Katie is a User Experience Researcher at Australia Post and currently works on helping conceptualise and develop digital platforms for shipping and logistics. Her background is in design and applied anthropology, which looks at culturally driven, complex problems and finding innovative solutions for them. She has been working on methods for helping agile user research and “deep-dive” ethnography co-exist, ensuring that products and services in development are always aimed at solving customer pain points and helping create value by considering bigger-picture problems.

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