Marketing and Communication

Customer Experience Design

Understand our customer's needs better through research, analysis, consultantion and service design.

Aims to understand who UQ’s ‘customers’ are, what they are looking for and needing from UQ and looking holistically at the journey customers take to make a ‘purchasing’ decision. 

Customer experience design may cover understanding opportunities to improve across many aspects of UQ such as: 

  • what drives future students to choose a program with UQ? (recruitment) 

  • what influences current students to stay at UQ? (retention) 

  • what makes it easier for industry to partner with us? 

  • what makes it easier for alumni to donate (time or money) to us? 

Involves understanding and designing of processes, technologies and interactions with complex systems and how these interactions impact the customer experience. Service design can be applied to anything - services, digital and physical products, internal processes, service offerings, employee and stakeholder experience. It's not just about improving customer experience, it is about designing better experiences for everyone involved. 

Service design may help us answer: 

  • What is an ideal student experience and how can we enable it? 

  • What is the impact the service or solution has on those who use or provide it? 

  • How might we design a new process that delivers the best experience to everyone involved (employees, customers, partners)? 

User experience (UX) design aims to identify and solve problems for users to complete specific tasks and actions through user research and analysis to create intuitive, meaningful experiences across digital & non-digital platforms.  

User interface (UI) design supports the digital aspect of UX design by translating those experiences into aesthetically-pleasing, consistent, responsive, interactive interfaces for users. The two disciplines are integral to each other’s success. 

User experience and User Interface design may help us answer: 

  • What makes it easier for users to interact with and navigate our products? 

  • How might we ensure consistent visual translation of brand across digital platforms? 

  • How might we ensure users find value in our product? 

The structural design of digital, physical and cross-channel information environments and includes the organisation, labelling, search and navigation systems within these environments.  

Information architecture design may cover understanding opportunities to improve across many aspects of UQ such as: 

  • what key tasks and topics bring users to our information environments 

  • what makes it easier for users to find, understand and use our information 

  • what factors impact our users’ information-seeking behaviours (browse, search, direct link, hybrid) 

Customer Research

Talk to the Customer Research and Design Team