27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Rebecca Want


Customer Strategy - Sydney Metro Program
Sydney Metro


10:50 AM Applying Service Design to Product Design and Driving Improved Customer Experience

Sydney Metro began introducing service design techniques to station development in 2017. Since this time, Sydney Metro has matured its customer experience management capability and approach to increase the role of customer evidence, data and testing in the design process. Sydney Metro has improved the efficiency and effectiveness of earlier customer-centered design testing to inform the development of product and services.  In this session Sydney Metro will share:

  • How Sydney Metro succeeded in putting the customer at the center of its design processes
  • How Sydney Metro evolved from testing with life-sized models to utilizing greyscale drawings and VR to iterate and quickly test designs with customers,
  • How Sydney Metro built empathy with the customer experienced into all design teams assuring customer experience outcomes, and 
  • Some lessons learned as management of the customer experience journey has changed, relationship with customer and final station designs have improved

Chaired By:


Check out the incredible speaker line-up to see who will be joining Rebecca.

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