Customer experiences that work for everyone

Aspect delivers world-class care to both children and adults on the autism spectrum and operates one of the biggest autism-specific school programs in the world. They're highly trained and experienced in working with individuals with autism and related conditions.

The Aspect philosophy is built on the belief that every individual has unique strengths, abilities, and potential. They work hard to ensure that every person they support reaches their fullest potential.

As Australia's largest provider of autism-specific services, Aspect is able to offer a wide range of support options. They can provide everything from early intervention and school programs to employment and community living support.

Aspect came to us because they wanted to understand the larger ecosystem in which they worked, and identify how they could provide the best possible support to parents and families.

We worked on two different projects with Aspect - Education and Adult community services. The first was to develop a deeper understanding of the needs of parents and caregivers of people on the autism spectrum. The second was to help them support carers and parents dealing with the potentially limited educational paths available to their children post-school.

Through our research, we were able to help them develop a much deeper understanding of the needs of parents and caregivers, allowing them to create more targeted and effective support programs.

By taking the time to understand the larger ecosystem, they were able to have a much greater positive impact on the lives of their clients and their families, combating the isolation and loneliness that so often comes with caring for someone with autism.

Once we had a clear understanding of what Aspect needed, we needed to build a clearer picture of what support carers and parents really needed. We used a number of research techniques, including user interviews, online surveys, and desk research, to build up a robust understanding of the challenges they faced.

By meeting with key stakeholders, examining best practices from the wider industry and charitable sector, and talking to both current and lapsed customers, we were able to understand what Aspect’s USP meant to people, and how it could be improved.

We quickly identified that carers and parents could feel isolated, both from society in general and from each other.

They also felt that they didn’t have enough information about post-school education and employment options for their children and that they needed more support in navigating the education system.

We were able to identify four basic need states that carers and parents expressed when it came to their children’s education. These were: a need for clarity, a need for confidence, a need for a feeling of care and support, and a need for more community connection.

Proto was able to use these need states to help Aspect connect with its audience on a deeper level, and communicate its unique value proposition in a way that resonated.

By isolating and resolving one of the most foundational worries parents had, 'what happens after they finish school?' Aspect was able to create a sense of comfort and peace of mind.

The new brand strategy positions Aspect as the 'go-to' provider of services and support for families with children on the autism spectrum, both now and in the future.

Likewise, with the Adult Community Services (ACS) program, we used behavioural change principles to develop a new customer value proposition and brand strategy that provides and highlights the support offered to parents and caregivers of people with autism.

By listening to the voice of the customer and understanding their specific needs, we were able to develop a brand strategy that will resonate with this important audience.

By turning data into actual actionable insights, Proto was able to increase the level of trust and confidence families have in Aspect as an organisation that can provide long-term support.

In turn, Aspect was better able to communicate the positive difference it makes in the lives of people with autism and their families and reassess the level of care they supplied to the parents of those on the autism spectrum.

This in-depth understanding of the customer has allowed Aspect to develop a brand that families can trust and feel confident in.

Aspect has always been seen as an organisation that makes a positive difference in the lives of people with autism. They are now also seen as a brand that cares for and supports the families as much as they care for individuals with autism.

Sometimes even the most expert professionals can be unsure about how to effectively support those outside of their area of expertise.

With the insights provided by Proto, Aspect were able to provide an additional layer of support for families, carers and professionals who work with people on the autism spectrum, providing expert advice, guidance and consultation services from a team of highly experienced professionals.

By amplifying the voice of the customer and understanding their needs, Aspect is able to provide a more holistic and comprehensive service that meets the needs of the individual, as well as the families and professionals who support them.