Say hello to better experiences

The client

Sourcing the best education for your child can be a daunting task and comes with a range of challenges.

Gowrie NSW is a non-profit organisation founded in 1940, providing diverse education and care, family support and professional development services to the early and middle childhood sector across NSW and ACT.

The team at Gowrie are experts in their field and provide support to families through every stage of their child’s development. However, as with any service, it is important that you as the customer feel confident and comfortable with the care your child is receiving.

The challenge

Gowrie doesn't need any help providing top-notch care to the children in their charge, but they want to make sure that the families of those children feel confident and comfortable with the service.

They came to us looking for a way to better understand the families they work with, and how they can improve their service to match the needs of those families.

An effective customer value proposition is critical to making any service provider stand out in a competitive market. And with the childcare industry becoming increasingly competitive, Gowrie wanted to make sure its proposition was as strong as it could be.

Proto Partners worked with Gowrie to develop a level of understanding that would help them understand their target market, and what they need from a childcare service.

The result is a customer value proposition that is clear, concise and tells the story of what makes Gowrie stand out from the competition.

Insights today, confidence tomorrow

All customers have specific need states that they are trying to satisfy when they seek out childcare providers. And while some of these needs are universal (like safety and education), others vary depending on the customer's stage in their parenting journey.

We used these insights to develop a series of personas that represented the different types of families Gowrie serves. These personas helped us to understand the needs of each group, and how Gowrie can improve its service to match those needs.

Families want a childcare provider that will not only take care of their children, but also give them the peace of mind that their children are being well-cared for. Gowrie can provide this by communicating its unique strengths, such as its experience, reputation, and dedication to quality care.

By doing so, Gowrie will be able to attract more families and build loyalty among its existing customer base.

Leverage the VoC to drive customer retention and growth

The voice of the customer (VoC) is a powerful tool that can be used to improve customer retention and grow your business.

Listening to what your customers are saying about your brand, product, or service can give you valuable insights into how you can improve their experience. Additionally, using the VoC to resolve customer issues quickly and effectively can show your customers that you care about their satisfaction.

Building a strong relationship with your customers is essential for retention and growth. By leveraging the VoC, you can create a better customer experience and develop a loyal customer base.

Redesigning with the customer in mind

Through our research, we were able to connect with Gowrie's customers and understand how they feel about their experience. We found that Gowrie's customers are highly satisfied with the service and support they receive.

However, they needed more support and reassurance to create the ideal customer journey. By offering the needed understanding, support, transparency, and assurance, Gowrie was able to continue to develop a loyal customer base that became advocates for its brand.

The VOC can provide valuable insights into what your customers think about your product or service, their level of satisfaction, and how likely they are to recommend you to others. These insights can help you make decisions about how to improve your product or service and the customer experience.

By amplifying the customer's voice, you can create a more loyal customer base and improve your bottom line.

The product is the story. The story is the product

Data might be the foundation of good CX design, but without effective interpretation, it's just a bunch of numbers on a page.

Gowrie has been collecting data on families and their childcare needs for decades. This wealth of experience, combined with our team of skilled CX designers, means that we are uniquely positioned to create products that meet the needs of families.

Rather than just data, Proto creates insights that are inspirational yet actionable.

We take a data-driven approach to customer experience, using it to identify key moments that matter and create experiences that are not only efficient but also emotionally resonant. Our team of skilled CX designers use their years of experience to create products that meet the needs of families.

This is the power of customer experience: taking data and using it to create insights that are inspirational yet actionable and ultimately resulting in products that meet the needs of customers.