Human analytics

We recently completed a transaction reform project for the Victorian Government that involved tracking customer activity across two trial retail service centres and a digital portal. Using this project as a case study, we’ll detail our research driven approach, rapid prototyping of both the physical and digital spaces, and how a new way of looking at measurement helped us synthesise our results.

We’ve been calling this “Human analytics” — an approach to measurement that combines both digital and physical activity. We’ll introduce our methodology, take a look at the tools that are currently available and explain the value of this approach at the prototype stage of UX and CX projects.

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