Judges' Com­ments

Idealog - - DESIGNERS INSTITUTE OF NEW ZEALAND -

Serv­ing over 12 mil­lion users each year, this so­lu­tion shows how goal di­rected de­sign and user re­search at the in­cep­tion of a project can un­lock in­no­va­tion and com­pellingly frame up the case for trans­for­ma­tion. In this in­stance, that foun­da­tion led to the re-or­gan­i­sa­tion of visa pre­sen­ta­tion and the elim­i­na­tion of com­plex­ity for users by way of a rad­i­cally im­proved user­centred ex­pe­ri­ence. This in turn has re­sulted in sig­nif­i­cant re­duc­tion in cost to serve and fa­cil­i­tated the con­tin­ued growth in on­line chan­nel mi­gra­tion for the busi­ness.

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