Delivering a great client experience requires a deep understanding of users, what they need, what they value, their abilities, and also their limitations.

The Civil Aviation Safety Authority (CASA) engaged our team to provide a digital strategy implementation roadmap to support their Digital Transformation Program. The Digital Transformation Program’s focus is to enable CASA to meet their customers’ growing demand for digital services.

A client experience vision was designed to guide and direct CASA towards providing a good digital client experience. In addition to providing an excellent user experience, employment of the client experience vision will support safety outcomes, improve industry relationships and enable improvements in both data quality and internal process efficiency for CASA.

On this engagement I worked primarily on the user experience and design of the digital services portal (producing a clickable wireframe prototype), as well as providing support on the underlying technical architecture design and future vision digital program blueprint. To develop the wireframe I used Axure and Adobe Photoshop/Illustrator.

RESULT

The deliverables our team produced mean that CASA now has a clear vision and road map in order to execute their Digital Transformation Program. Successful implementation of this program will allow CASA to provide personalised, customer-centric and lean digital services, delivered with openness and transparency. This will foster trust in the aviation community, enable better safety compliance, and support long term financial sustainability.

Some annotated screenshots from the Axure wireframe prototype are below:

WHAT IS CASA?

CASA’s primary function is to conduct the safety regulation of civil air operations in Australia and the operation of Australian aircraft overseas. It is also required to provide comprehensive safety education and training programmes, cooperate with the Australian Transport Safety Bureau, and administer certain features of Part IVA of the Civil Aviation (Carriers’ Liability) Act 1959.

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