Overview
A large-scale UX and service design engagement was undertaken to reimagine the CSIRO education and outreach experience, spanning both the public-facing website and internal portal ecosystem. Delivered as part of a consulting engagement at Deloitte Digital, the work focused on improving how students, educators, and stakeholders discover, access, and engage with educational content and programs.
The initiative aimed to create a more cohesive, user-centred ecosystem that supports learning journeys end-to-end, from awareness through to participation.
Problem Statement
The existing education experience was fragmented across multiple platforms, making it difficult for users to navigate, discover relevant content, and engage with programs effectively.
Key challenges included:
- Disconnected systems across the public website and internal portals
- Inconsistent navigation and content structures
- Limited visibility of available programs and resources
- Complex user journeys for educators, students, and partners
- Lack of alignment between user needs and service delivery
The core challenge was to unify the experience through a service design lens, ensuring that digital touchpoints aligned with broader user journeys and organisational goals.
Deliverables
- End-to-end service design mapping across user journeys
- UX strategy and experience principles
- Information architecture for both website and portal
- Service design blueprint for both current and future state solutions
- Persona archetype development
- User flow design across key journeys (discovery, engagement, participation)
- Wireframes and interaction design for critical experiences
- Content structure and taxonomy recommendations
- Stakeholder workshops and alignment sessions
- Design documentation to support downstream delivery teams
Outcome
The engagement resulted in a clear, scalable experience blueprint for CSIRO’s education ecosystem, aligning digital platforms with user needs and organisational objectives.
Key outcomes:
- Unified experience across public and internal platforms
- Improved discoverability of educational programs and resources
- Simplified and more intuitive user journeys
- Stronger alignment between service delivery and user expectations
- A strategic foundation for future design and development phases
The work established a cohesive UX and service design direction, enabling CSIRO to deliver a more accessible, engaging, and user-centred education experience at scale.