Vision Australia is a leading national provider of blindness and low vision services. The organisation supports more than 27,500 people of all ages, life stages and circumstances. Vision Australia operates through 28 centres and 30 clinics, as well as outreach programs across Australia.
As part of a larger program of client-centred transformation, Vision Australia partnered with Nous to improve its product innovation capability. The objective was to enable the organisation to conduct targeted user research, and design and prototype new or redesigned services that addressed customer pain points.
A joint team made up of Nous and Vision Australia staff took a customer-first approach to the project. We:
The prototypes were further tested with users to gauge appeal, feature preferences and overall willingness to pay. The outputs of the tests fed into a financial model to assess under what conditions the services could be viable.
Vision Australia gathered important design insights around certain products and services that they now plan to implement. The project also built critical capability within Vision Australia, allowing the organisation to continue to undertake important customer engagement and product development initiatives.