Vivid provides services for adults with intellectual disabilities. We first partnered with Mesh in 2015 and their strategic work with our organization has allowed us to re-engineer the way we plan and deliver our services.
Our ongoing relationship with Mesh has resulted in some key projects that have a huge impact on our day to day work. Using the framework of Human Centred Design, we have successfully:
- Introduced a strategic committee dedicated to Customer Experience
- Rebranded our organization so it truly represents our values and the vision we have for our staff and the people we support
- Redesigned the services we offer to our customers.
The ‘Mesh’ approach, and the principles of Human Centred Design, now underpin our processes and decision making at all levels. We consider the team at Mesh to be an extension of our core staff. They understand our business, our employee base, but most importantly, the people we serve.
We engaged Mesh to work with us, our partners and their clients to help us better understand the client experience of accessing and using the local mental health system. The end product was 4 incredibly engaging and detailed client personas and visual maps that spell out “the moments that matter” to people as they journey through the system. These powerful resources are now being used to inform and drive improvements to the local mental health system in ways that really make a difference for clients.
The BACCO course was transformative. It was pitched at the right pace and content delivery was balanced with practical tips along the way. It’s been instrumental in shaping our approach to building a customer centric organisation. Amy brings great passion to the program and makes her corporate experience accessible to the disability services sector. The interactive workshops really got us out of our comfort zone which only led to deeper understanding of the need to ‘walk in the customers’ shoes. A fun and instructive course all round.
Mesh facilitated a number of customer journey mapping workshops with both our internal and external customers (employees and clients). Their structured, enthusiastic and focused approach throughout every session kept us on track and also challenged our thinking, helping us to step into the customer’s shoes – integral to this project!
The outcome of the journey mapping workshops was very positive. We achieved a single view of the journey that our customers are experiencing and with this information were able to embed our personas and the journey maps into the continuous improvement of customer experience across the organisation.
I cannot recommend Mesh enough, not only for their stellar facilitation skills through various human-centered design methods, but their expertise and passion within the discipline of customer experience. If you need to better understand your customers and gain a more holistic view of their experiences, Mesh is excellent!
We engaged Mesh to conduct an introduction to the principles and practice of customer experience for all our staff. We followed this up with a two-day residential workshop for over 40 managers on leading culture change focused on client experience and innovation. Amy’s facilitation was as compelling as it was expert. Key concepts were developed in an interactive format with a thoroughly practical focus. It was evident that Amy and the Mesh team had tailored the program to meet the specifics of a challenging brief with the end result that expectations were well and truly exceeded.
We are really pleased we made the decision to undertake the CX Discover program. It produced a crystal clear analysis of our customer management strengths and opportunities for improvement. The report provided us with a detailed set of recommendations, an action plan and suggested timelines. The strategic intelligence the program provided the company has been invaluable.
Thank you for this – CX Discover is an amazing product. It has already triggered revisions to the strategic planning for the year ahead.
Recognising that enhancing our customer’s experience would give us a competitive edge, we engaged Mesh to assist us in all aspects of the CX journey at Spectrum. Over a 9 month period this included coming up with our vision for customer experience, training all levels of our organisation, conducting an internal CX audit and research with clients, embedding processes such as human centred design within the organisation, conducting ideation workshops and strategic planning that were based off our findings. Amy’s experience was invaluable throughout the entire change journey and she really challenged us to change our thinking and behaviours to ensure we were truly placing the customer at the centre of everything we do. We feel that we now are a step ahead of other organisations in this space and we will continue to embed our learnings to ensure we’re continually enhancing our customer’s experience at Spectrum.
National Disability Services has worked with Amy and the Mesh team in the space of Customer Experience since 2014. Together we have run short programs as well as intensive longer experiential programs. Mesh took the time to get a thorough understanding of NDS’ needs and those of the disability sector so that we could work collaboratively together to achieve great results. Mesh were always responsive to feedback that often resulted from the changing sector needs (as you would expect when a sector goes through a significant reform) which meant we consistently received exceptional feedback from all of the programs we delivered together. It has always been a pleasure working with the Mesh team.
The team at Mesh assisted us with our Customer Experience project, to better understand how we can make positive changes to our service delivery. Amy was wonderful to work with, thoroughly engaging, warm, and extremely knowledgeable. She facilitated a number of online workshops with our cross functional teams, to deliver a thorough Journey Mapping and Persona piece for our business.
This work enabled us to gain a deep understanding of our customer’s experience and identify opportunity to redesign our service delivery model from a ‘customer first’ perspective. Our Net Promoter score has increased over a 3 year period pre to post CX project, from +18 to +53 as a result of this shift in delivery. Thank you Amy, and Mesh!
Just thought I would write to say thank you to you and the Mesh staff for providing the BACCO program. I have been in the Disability Sector for over 30 years and feel this course has assisted me to understand the importance of the whole customer experience. The program was well designed, as it was based in recognised principles, but provided very practical ideas that we were able to action during the course. I particularly enjoyed visiting and experiencing how other customer-centric organisations work in other sectors. I now feel I see the Disability Sector more from a business perspective and have a greater appreciation of what matters to our customers.
Customer relationships have always been a key priority for SJOG Accord and with the changing environment of the NDIS, it was important that we gain a greater understanding of what this relationship may look like in the future. The Accord Executive Team decided that we would set the tone for our organisational wide approach through attending the MESH CX Fundamentals program. The workshop was enlightening and has revolutionised the way we now look at the customer experience. The knowledge we gained has been fully utilised through developing our own internal CX program.
I very much enjoyed working with the women from Mesh, they were always positive and very responsive. I particularly appreciated the big effort they put in to understanding the complicated concepts underpinning our work in order to convey them visually. The result was a deceptively simple, accessible diagrammatic representation.
Thank you for a very professionally presented session yesterday. It provided us with some really useful insights into our CX and the basis of a plan of action for coming weeks to improve our processes and enhance the CX for our customers; and for our direct care team.