Northern Beaches Council’s CRM & Front Desk redesign

This engagement was aimed at delivering a new Customer Relationship Management (CRM) solution powered by Salesforce and potentially a new Front Desk service. In practice, it encompassed nearly all the phases of the Design Council’s Double Diamond model, from “Discover” to “Develop”.

The project involved a discovery phase, whose purpose was to (1) understand the users’ processes, pain points, needs, goals and expectations in the context of the new CRM system to be built, (2) align those expectations across teams, and (3) uncover gaps and opportunities that were not identified until then.

A workshop was carried out in order to collect the information required and achieve the aforementioned purpose. The workshop included the following Design Thinking techniques:

1. Problem Statement & Business Objectives
2. Pains & Gains
3. Journey Mapping, which encompassed AS-IS and TO-BE processes
4. Feature Mapping

The following outputs were generated throughout the engagement:

1. Problem Framing
2. User Journey Maps
3. Feature Map
4. Recommendations
5. UI Sketches

Work done at ASG Group, a consulting firm.

• Client - Northern Beaches Council, the local government for the northern beaches of Sydney
• Date - 2018