The benefits start here

The objective of this engagement was to explore the current membership benefits offering for RACV. This involved a 6 weeks discovery focusing on identifying current problem spaces and delivering conceptualised solutions that are aimed to delivering experience and engagement uplift. The outcome is a future state concept envisioned as a single-sourced location that provides members with access to a wide range of exclusive and experiential benefits. 

The objective of this engagement was to explore the current membership benefits offering for RACV. This involved a 6 weeks discovery focusing on identifying current problem spaces and delivering conceptualised solutions that are aimed to delivering experience and engagement uplift. The outcome is a future state concept envisioned as a single-sourced location that provides members with access to a wide range of exclusive and experiential benefits. 

Discovery kicked off with the review of existing research and deep dive into the current market landscape (competitor analysis from a product offering and experience perspective) in order to better understand the product offering itself.
A series of pain points were identified through customer interviews and strategic inquiries. This evolved into actionable problem spaces and defined research gaps that could be translated into potential opportunity areas.

Discovery kicked off with the review of existing research and deep dive into the current market landscape (competitor analysis from a product offering and experience perspective) in order to better understand the product offering itself.

A series of pain points were identified through customer interviews and strategic inquiries. This evolved into actionable problem spaces and defined research gaps that could be translated into potential opportunity areas.

The next phase evolved rapidly from research to concepting tangible outcomes.
This included: 

1. Iterative creative ideation in blended teams to define possible future initiatives to explore
2. Testing lo-fi prototypes and synthesising insights into actionable solutions
3. Conceptualising a MVP (minimum viable product) + extension model to guide implementation and optimisation 

The next phase evolved rapidly from research to concepting tangible outcomes.

This included: 
1. Iterative creative ideation in blended teams to define possible future initiatives to explore.
2. Testing lo-fi prototypes and synthesising insights into actionable solutions.
3. Conceptualising a MVP (minimum viable product) + extension model to guide implementation and optimisation.

Experience flows were constructed to drive empathy across all customer touchpoints which helped to unite ideas and support considered, seamless journey frameworks. In order to prioritise future initiatives and implementation, several rounds of testing with customers and key stakeholders were conducted. This helped to align customer wants/needs with business goals.

Experience flows were constructed to drive empathy across all customer touchpoints which helped to unite ideas and support considered, seamless journey frameworks. In order to prioritise future initiatives and implementation, several rounds of testing with customers and key stakeholders were conducted. This helped to align customer wants/needs with business goals.

The final concepts are a reflection of simple, intuitive design that promote clarity and depth. The brand's visual language is championed  with new patterns and behaviours introduced where necessary. Engaging content and personalised experiences promote proactive usage and bring benefits more ‘front of mind’. A focus on leveraging existing and new channels Member Marketplace drives awareness and builds member value.

The final concepts are a reflection of simple, intuitive design that promote clarity and depth. The brand's visual language is championed  with new patterns and behaviours introduced where necessary. Engaging content and personalised experiences promote proactive usage and bring benefits more ‘front of mind’. A focus on leveraging existing and new channels Member Marketplace drives awareness and builds member value.

Users can opt to customise their benefits by providing data during an onboarding experience. This allows the system to understand their specific needs and suggest products / services that are tailored to their interests. Onboarding additionally guides user interactions to demonstrate immediate results to communicate value and drive repeat visits. 

Users can opt to customise their benefits by providing data during an onboarding experience. This allows the system to understand their specific needs and suggest products / services that are tailored to their interests. Onboarding additionally guides user interactions to demonstrate immediate results to communicate value and drive repeat visits. 

Users can opt to customise their benefits by providing data during an onboarding experience. This allows the system to understand their specific needs and suggest products / services that are tailored to their interests. Onboarding additionally guides user interactions to demonstrate immediate results to communicate value and drive repeat visits. 

Users can opt to customise their benefits by providing data during an onboarding experience. This allows the system to understand their specific needs and suggest products / services that are tailored to their interests. Onboarding additionally guides user interactions to demonstrate immediate results to communicate value and drive repeat visits. 

This process involved a number of activities including:

1. Developing proto-personas, defining user goals and delivering artefacts to support hypotheses
2. Co-design sessions with key stakeholders to determine business goals and gather insights. 
3. Design Studio and dot-mocracy to prioritise solutions against business requirements (considering human centred design principles - desirability, viability and feasibility)

This process involved a number of activities including:
1. Developing proto-personas, defining user goals and delivering artefacts to support hypotheses
2. Co-design sessions with key stakeholders to determine business goals and gather insights. 
3. Design Studio and dot-mocracy to prioritise solutions against business requirements (considering human centred design principles - desirability, viability and feasibility)