Komosion is an award-winning agency specialising in Customer Experience Design and Delivery via digital and physical channels. Our services include: • Management Consulting, specialising in Customer Experience Strategy and Design; • Design and development of websites, specialising in Drupal, and other online applications, physical environments and systems and processes that enhance customer experience; and • Cost-effective, “always-on” marketing and communication services.

1. 1!
INTRODUCING KOMOSION

2. 2!
ABOUT KOMOSION
Komosion is an award-winning agency
specialising in Customer Experience Design
and Delivery via digital and physical channels.
Our services include:
• Management Consul@ng, specialising in
Customer Experience Research, Strategy,
Design & Delivery;
• Design and development of websites,
specialising in Drupal, and other online
applica@ons, physical environments and
systems and processes that enhance
customer experience; and
• Cost-effec@ve, “always-on” marke@ng
communica@ons strategy and services.
Introducing Komosion

3. 3!
THE KOMOSION JOURNEY

4. 4!
KOMOSION’S CLIENTS INCLUDE:

5. 5!
CUSTOMER EXPERIENCE DESIGN
We take our clients on a journey of transforma@on examining
their customers’ interac@ons with their brand, product or service
offering and business culture.
We help our clients create and deliver an enhanced and
differen@ated customer experience, some@mes modifying the
service delivery framework to maximise customer engagement
with key touch points, ensure consistent service and con@nuous
improvement.
Finally, we support change management, helping our clients in
re-engineer culture to create an environment that fosters
happier customers and employees.

6. 6!
CUSTOMER EXPERIENCE DESIGN METHODOLOGY

7. 7!
Komosion has been deeply engaged in
Customer Experience Strategy and
Design since 2012 when it
commissioned a former principal of
Silicon Valley firm IDEO to lead
company-wide training in specialist
techniques and methodologies.
DESIGN PHILOSOPHY
Regularly deployed tools and techniques include:
§ Observa@on
§ Empathic Interviews
§ User engagement (including extreme users)
§ Analogous empathy
§ Story share-and-capture
§ Mapping techniques including saturate and
group, empathy mapping, journey mapping
§ Personas
§ 2x2 Matrix analysis
§ Laddering
§ Design Principle Declara@on
§ Brainstorming
§ Constraint imposi@on
§ Empathic Prototyping
§ Prototype tes@ng
§ Tes@ng with Users
§ Feedback Capture Gridding
§ Visual Storytelling, including video &
photographic
IDEO was the original Design Thinking company. It worked
closely with Apple and the company’s founder gi`ed its
methods to the Ins@tute of Design at Stanford University
(D School).
Komosion adheres to the Design Thinking framework of:
§ Empathize
§ Define
§ Ideate
§ Prototype
§ Test

8. 8!
SYSTEMS ARCHITECTURE AND DIGITAL ACTIVATION
We create customer engagement via digital channels, technologies and tools.
Our exper@se spans the full marke@ng technology stack and array of digital
channels including responsive website design and development, mobile app
design and development and gamifica@on.
We are a cer@fied Drupal service provider and also have know-how across all
major open source and proprietary Content Management Systems. We seek to
evaluate, scope and build using technologies best suited to customer needs.
The Komosion technical team consists of systems architects and advanced
developers in the following disciplines:
.PHP
MySQL
Microso`.Net
MS SQL
Java
APIs
XHTML
HTML5
JQuery
Responsive
Development CSS2/3
Mobile Applica@on Development
Social Media Applica@ons including Facebook, YouTube and Twiker

9. 9!
OPEN SOURCE CONTENT MANAGEMENT PLATFORM
§ Komosion’s technical team together with our alliance partner
Morpht deliver excep@onal digital experiences powered by Drupal,
the world’s leading open source enterprise web publishing so`ware.
§ Komosion now has available for customisa@on a core instance of the
open source content management system called Kanvas.cloud that
has been architected by one of Australia’s leading Drupal
prac@@oners, Christopher Skene.
§ Christopher was the lead architect for a Drupal plalorm that has
been adopted by the Australian Government and dubbed “govCMS”
and which will be used to support up to 450 government agencies
over @me. He is retained as Komosion’s Product Strategy &
Development Adviser.
§ Kanvas.cloud launched at CeBIT in Sydney in May 2016 and is
available to be customised to meet the requirements of private
enterprise, government agencies and not-for-profit organisa@ons.
§ The solu@on is easy-to-use and is offered on a highly available,
robust and scalable hos@ng plalorm, enabling security patches,
feature updates and future product extensions.

10. 10!
OPERATIONAL FRAMEWORK
Komosion deploys a bespoke development and
implementa@on methodology, which draws on
agile principles. Our approach, tools, techniques
and methods are illustrated in this diagram.
Our approach is described as a ‘Four D’ Phase
Project Management Methodology’:
• Discover
• Define
• Deliver &
• Drive
Our prac@ce aligns with industry standards of
best prac@ce, and has been developed from
insights obtained over 15 years of strategy,
design and development experience.

11. 11!
CASE STUDIES

12. 12!
CASE STUDY
OVERVIEW
Komosion has worked for more than three years a
Strategic Consultant to Flight Centre helping the company
transform from an agent of travel into a world class,
customer centric retailer that much beker understands its
customers and their needs.
Our work has involved a full review and redesign of a wide
range of its marke@ng and business opera@ons, including
its digital channels and in-store experience.
OUR APPROACH
Komosion employed our Customer Experience Design
methodology to understanding the needs of current and
future customers. By pupng ourselves in Flight Centre’s
customers’ shoes we were able to understand their
behaviour – from the moment they started dreaming
about travel, through to booking, travelling and on-going
engagement.
Customer Journey Mapping undertaken for this client

13. 13!
OUTCOMES
Komosion iden@fied customer needs, their pleasure & pain
points and through the process natural journey travel
planning profiles emerged. We then iden@fied a series of
strategies for Flight Centre to assist customers through their
journey and advised on appropriate communica@on
channels and digital and other tools to enhance
engagement.
Customer interac@on points including the call centre,
website, social media channels and in-store were
overhauled and clarity was given to the role of each
channel in the customer’s decision-making process.
I knew something wasn't quite right and
Komosion helped me define what that was.
You very succinctly and systemaBcally helped
to nail down what those issues were.
And then you helped us develop some
acBons. We would have been meandering
around for ages ... And you're fun people to
work with!
Melanie Waters-Ryan
Global Chief OperaBng Officer, Flight Centre
A key recommenda@on involved the redesign of the
organisa@on structure and the crea@on of six new senior
execu@ve roles to ensure that the organisa@on was fit for
purpose to sa@sfy future and fast changing consumer needs.

14. 14!
PROJECT OVERVIEW
Tabcorp engaged Komosion to beker understand
the current Customer wagering journeys and
iden@fy key gaps and opportuni@es in the
customer service offering across their digital
channels and in their 4,500 TAB outlets, pubs and
clubs in Victoria, NSW and Queensland.
OUR APPROACH
Our approach to this challenge involved
iden@fying five key segments and mapping the
customer journey of each of these segments
iden@fying needs, triggers, pleasure and pain
points.
Master Customer Journey map for Tabcorp.
CASE STUDY

15. 15!
OUTCOMES
We iden@fied that the segments varied by
value, mo@va@on and ‘main’ channel and
frequency however all segments were found
to u@lise a mul@ple of channels.
We iden@fied a suite of three unique
‘occasion- based’ segments, each with a
unique set of needs, mo@va@ons and
emo@onal triggers. These were; Known
Transac@on, Individual Leisure and Social
Experience.
A series of ‘quick-wins’ and a roadmap of
strategic recommenda@ons were delivered
to the client for each of the ‘occasion based’
segments including an overhaul of the
design of the physical TAB outlets to either
reflect a quick transac@on style (ATM style
experience) to a relaxing café environment
suited to the Social Experience segment.
Overview of the needs for each of the ‘occasion- based’ segments.
It’s been prePy earth-shaPering, at
Tabcorp, to be honest. Komosion's work
really has forced us to stop and think
about all the things we had in train; to
reshape how our internal teams think
about customers and to reshape how we
look at our venue experience.
Tanya McCabe
Head of Customer Experience, Tabcorp

16. 16!
OVERVIEW
The Australian Catholic University engaged Komosion to map the
journeys of its a students in an effort to enhance the student
experience delivered across the nine campuses na@onally and to
improve the quality and efficiency of communica@ons via the
beker u@lisa@on of digital channels.
OUR APPROACH
We undertook research into best prac@ce student experience
design in the ter@ary sector. The strategy team conducted a series
of stakeholder workshops to map the journeys across the student
lifecycle from enrolment to alumni . The student experience of
interna@onal and online students were also inves@gated.
Focus groups with the various student segments were undertaken
to test the student journey hypothesis that were constructed
from the stakeholder workshops.
CASE STUDY

17. 17!
OUTCOMES
We iden@fied opportuni@es for some ra@onalisa@on
of channels, beker and more targeted use of email
including the standardisa@on of templates targe@ng
specific audiences, careful aken@on to language and
images to facilitate the communica@on, a well-
planned digital content strategy and collabora@on
between the university and student communica@on
partners to enhance students’ engagement with the
messages conveyed.
In addi@on, we led the redevelopment of various
so`ware plalorms and designed and implemented a
‘student hub’ with personalisa@on capabili@es to
enhance the student experience.
We also created a strategy to market the student
services value proposi@on. Komosion created a
twelve month marke@ng calendar and developed a
brand iden@ty and associated digital and print
collateral for the DiscoverU student services.
The student journey mapping research conducted by
Komosion uncovered many surprising insights into
student life at ACU and this greater understanding has
resulted in a fundamental shiW in the student
communicaBons strategy for the university.
Pauline Murphy,
Director, Student Strategies
Australian Catholic University

18. 18!
OVERVIEW
InterCon@nental Hotel Group commissioned Komosion to
create a visually engaging new website for , Sydney’s
newest five star property, its property in Double Bay, to
promote the hotel’s accommoda@on, restaurants, bars
and conference facili@es and compliment the global
InterCon@nental Hotel Group website. The new website
was to be op@mised for tablet, desktop and mobile
devices. Cri@cal to its success were prominent calls to
ac@on to generate new accommoda@on and integra@on
of booking engines.
OUR APPROACH
We undertook customer experience research, mystery
shopping, stakeholder interviews, and a full User
Experience Analysis to iden@fy a fit- for-purpose solu@on.
An SEO analysis was also undertaken to iden@fy
keywords.
CASE STUDY

19. 19!
OUTCOMES
Komosion developed a highly engaging
responsively designed website that had strong
calls to ac@on. The new website effec@vely
rendered on desktop, tablet and mobile devices.
The site was developed by Komosion’s technical
team on the Kanvas.cloud, our open source
(Drupal) Content Management System.
The site featured a unique ‘magazine’ style
fascinator concept, events calendar, social media
integra@on and interfaces with the IHG rooms and
restaurant booking engines.
Based on the outcomes of the SEO analysis,
Komosion’s copy writer developed SEO friendly
copy for the site and a mass upload of content
was undertaken.
Komosion con@nues to support InterCon@nental
Sydney Double Bay and now other IHG proper@es
with Digital produc@on, SEM Campaign
development and website hos@ng, maintenance
and support.

20. 20!
WHAT WE DO

21. 21!
CUSTOMER JOURNEY MAPPING

22. 22!
Product/service available to fulfil needs Unmet needs
For this na@onal retailer Komosion applied our journey mapping methodology iden@fying that there were two key points where
the wedding registry planning journey of a bride and groom split and went in separate direc@ons. We also iden@fied that there
were 19 opportuni@es in the journey where the retailer currently offered no product or service to meet that need. It was also
iden@fied where the retailer did have a product or service offering, the customer experience could be significantly enhanced
through changes to the physical environment, digital offering, customer service culture, and systems and processes.
Introducing Komosion

23. 23!
For this retail client we created two versions of the journey maps. The previous slide showed the condensed/presenta@on
version – this slide shows the highly-detailed version where every step and touch-point was iden@fied – pink dots indicate the
journey steps with no current product or service offering.
Introducing Komosion

24. 24!
THREE DISTINCT GAMING OCCASIONS
The diagram below depicts the Tabcorp “Master
Journey” for placing a bet. We summarised the journey
and for each key step iden@fied the need, the triggers,
pleasure and pain points, insights and the opportuni@es.
We subsequently iden@fied three variants or occasions
that drove different journeys.
FOUR UNIQUE JOURNEY TYPES
For Flight Centre, we found there was a master
journey for travel with four key varia@ons. We used
colour coding on the lower part of the journey map
above to depict the four main journey types.

25. 25!
THE COMPLEX UNIVERSITY STUDENT JOURNEY WAS REVEALED
Through our process, we iden@fied four phases a student goes
through in selec@ng a University to enroll in. Phase one
(depicted below) ar@culates the key steps, moments of truth
and the channel touch-points. We subsequently iden@fied four
student segments with different journeys and ac@on plans for
all steps.
A CLEARER PATHWAY TO PAINTING EMERGED
We iden@fied a complicated customer journey for
house pain@ng for our client Valspar. There were
four different journeys for consumers, tradies,
architects and specifiers.
In the consumer journey we recognised key
differences between male and female roles and
iden@fied many upstream steps the client did not
play in and had the opportunity to intercept and
delight.

26. 26!
CUSTOMER SEGMENTATION FRAMEWORK DERIVED
FROM CUSTOMER JOURNEY ANALYSIS

27. 27!
A NEW CUSTOMER SERVICE MODEL WAS REALISED
A`er synthesising the customer journeys for Tabcorp
across eight segments and mul@ple retail channels we
recognised that all segments basically behaved the
same and there were effec@vely three occasion-based
customer journeys. These were: 1. bepng augmen@ng
a social event 2. bepng solo for leisure and 3. placing a
bet as a transac@on. All three were being serviced
through the same venues but actually needed a
different mix of technology, service and environmental
factors.
A SIMPLE 2 x 2 MATRIX WAS CREATED
For our Na/onal retailer client, we mapped the
journeys of brides who had planned their wedding
u/lising a giB registry, we ‘synthesised’ into four
quadrants based on the above 2 by 2 matrix.
The differences driving this segmenta/on were based
on the complexity of wedding and the age of the
brides. To engage each of the segments required a
unique mix of communica/on channels and servicing.

28. 28!
PERSONALITY STYLES IMPACTED A STUDENTS EXPERIENCE
A`er synthesis, we found there were effec@vely four journeys
impacted by their personality style of being a ‘proac@ve
detec@ve’ or ‘laid back passenger’ and whether they got their
first choice of Uni placement or were managing up to three
rounds of selec@on process. The segments could be easily
iden@fied and required a different mix of digital, prompted
wriken and personalised outbound calls to manage them
through the process.
A RANGE OF FACTORS INFLUENCING JOURNEYS
IDENTIFIED
A`er mapping the journeys of a range of students,
reviewing data and interviewing staff we iden@fied a
range of factors that drove varia@on in journey steps and
pressure points. These included: The style of the
individual, the type of issues they faced. These included:
travel distance, need to fit schedule to job hours,
academic fit, choices to make in course within first year
and whether they were advancing through mul@ple
rounds or got their first choice.
THE
“PASSENGER”
GOT FIRST
CHOICE
EXTRA COURSE
COMPLEXITY
OR LIFE STRESS
THE
“DETECTIVE”
DIDN’T GET
1st CHOICE
NAVIGATING
OPTIONS
AND PROCESS
UNFAMILIARITY WITH
UNI PROCESS
STYLE OF
INDIVIDUAL
DIFFERENT
PATHWAYS
&
APPROACHE
S
FIRST CHOICE IN ROUND
1 vs. ENGAGED IN
MULTIPLE ROUNDS

29. 29!
QUALITATIVE RESEARCH

30. 30!
STAKEHOLDER WORKSHOPS
For Australian Catholic University we leveraged both real
students and internal stakeholders in a student journey
mapping process.
CUSTOMER FOCUS GROUPS
For the David Jones project, we employed a
proprietary methodology for customer journey
mapping involving observa@on and contextual
research, stakeholder workshops, focus groups and
quan@ta@ve surveys.

31. 31!
CREATION OF PERSONAS
On some projects we leverage personas as part of our CXD
framework. They can be useful in informa@on architecture
design workshops and for dissemina@ng the change
throughout the organisa@on.
DISCOVERY RESEARCH
We employ a range of research techniques for our
strategic projects.
The David Jones project involved both observa@on and
contextual research.
We leveraged a real @me digital data collec@on technique
via a mobile App, engaged in in- store observa@on
sessions, in situ interviews and focus groups for the
Tabcorp project.
For our University client we combined student workshops,
observa@on, vox pop interviews and an on-campus survey.

32. 32!
USER TASK MODEL
ANALYSIS FOR DIGITAL
CHANNELS

33. 33!
MAPPING USER PATHWAYS
We tracked Flight Centre's
website user pathways and
iden@fied breakages in user
flow and opportuni@es to
improve the journey.

34. 34!
BRAND DEVELOPMENT

35. 35!
20 YEARS OF ACCOR HOTELS IN AUSTRALIA
To mark Accor’s 20th anniversary Komosion conceived the "Share your Moment" social media campaign invi@ng people to share
their most memorable moment in the last 20 years. The project involved developing a brand iden@ty (logo, colour paleke,
brand guidelines) and crea@ng signage, merchandise and point of sale material.
Introducing Komosion

36. 36!
A NEW BRAND FOR STUDENTS
Australian Catholic University commissioned Komosion to develop a new brand for its student services offering. The project
involved crea@ve concept development, tes@ng with students and the development of logo, colour paleke and brand
guidelines. Komosion was then engaged to develop website designs, brochure and outdoor based on the new brand.
Introducing Komosion

37. 37!
A BRAND FOR BUSINESS
The Sydney Olympic Park Authority engaged Komosion to develop a brand for its Conferences and Events division. The project
involved crea@ng logo, brand guidelines and colour paleke. Komosion then created web designs, an exhibi@on stand, brochure
and banners for the new brand.
Introducing Komosion

38. 38!
WEBSITE DESIGN AND DEVELOPMENT

39. 39!
ENGAGING WEBSITE DESIGN AND DEVELOPMENT
Based on the User Centered Design methodology, Komosion designs engaging responsive design websites. We manage the full
development process and iden@fy web plalorms that best suit our Clients needs.
Introducing Komosion

40. 40!
Introducing Komosion

41. 41!
MOBILE APPS DESIGNED TO AUGMENT THE CUSTOMER JOURNEY

42. 42!
COMMUNITY ADVISOR MOBILE APP
We designed a mobile App for Flight Centre that supported
customers in their journey from the ‘dreaming’ phase of a
through to the stage of reminiscing about their trip. It
invited travellers to research, create, view and cri@que a trip
and also view or upload ra@ngs and review content. The
digital solu@on encouraged customers to engage with each
other and build a dedicated traveller “Community’ and also
enabled the Travel Agent to more successfully showcase
their des@na@on knowledge and exper@se.
DIY PAINTING PROJECT MOBILE APP
We proposed to Valspar a mobile App that enabled
a customer to collect inspira@on, photograph their
room to explore different paint colours, generate
an order / shopping list and es@mate the quan@ty
of paint required for the job.

43. 43!
WHAT UNI PRSONAILTY ARE YOU?
The challenge presented to us by RMIT University, was
to create an engaging digital tool with gaming
principles to excite and intercept prospec@ve
interna@onal students about the des@na@on of
Melbourne and the university during the university
selec@on journey.
SUPPORTING WOMEN IN NEED
This mobile app was designed to support women
in danger of domes@c violence. It enabled them to
contact someone with the press of a bukon and
without their partner being able to view the
context or content. Before building the solu@on,
we undertook a stakeholder workshop with police,
representa@ves of women’s refuges, and the
relevant authori@es to ensure we designed a fit for
purpose solu@on.

44. 44!
LEARNING MANAGEMENT SYSTEMS

45. 45!
MOODLE FOR WORKPLACE HEALTH AND SAFETY EDUCATION
Komosion was engaged by Safetycare Australia to develop their online learning management system on the open
source Moodle plalorm.
We are also working with our clients ACU and Avant Mutual on integra@ng
the Moodle solu@ons within their digital technology framework.

46. 46!
STORYBOARDING, WIREFRAME PROTOTYPES
AND CUSTOMER VALIDATION

47. 47!
VALSPAR TVC STORYBOARD
The TVC storyboard showcase how Valspar assists
consumers through the paint journey process.
A CLEAR VISION FOR AN ENGAGING ONLINE GAME
When developing digital solu@ons including mobile Apps
and gaming, Komosion begin with a detailed storyboard
and tests this with the relevant target audiences.

48. 48!
We created a wireframe prototype to demonstrate how
social media could support a key content gap (3rd party
ra@ngs and reviews) and tested this with customers and
refined according to feedback.
SOCIAL MEDIA COMMUNITY PORTAL WIREFRAME
PROTOTYPE
The Flight Centre customer journey was ‘broken’ as
consumers sought ra@ngs and reviewed content elsewhere.
The social media community portal housed content derived
from Flight Centre des@na@on experts and returning
consumers.
Designed to create and feed ra@ngs and review content into
des@na@on and product pages on the website, this content
provided the back-up and re-assurance consumers needed.

49. 49!
WIREFRAME PROTOTYPE TESTING FOR STUDENT HUB
Komosion was engaged by Australian Catholic University to develop a mobile op@mised and personalised
“Student Hub”. The process involved crea@ng a wireframe prototype and tes@ng this with students using the
online service Chalkmark.

50. 50!
TRANSFORMING THE PHYSICAL RETAIL SPACE

51. 51!
TABCORP

52. 52!
Pub/club
(main)
Track/ Game
Known Transaction Individual Leisure Social Experience
Agency
(main)
Pub/ Club
Agency
(main)
Pub/ ClubOnline Online
Traditionalists
Friendly
Flutterers
Good Timers
Traditionalists
Wagertainers
Calculators
Wagertainers
Friendly
Flutterers
Good Timers
Calculators
Traditionalists
Good Timers
Traditionalists
Wagertainers
Calculators
Wagertainers
Good Timers
Calculators
Traditionalists
Wagertainers
Friendly
Flutterers
Good Timers
Traditionalists
Wagertainers
Friendly
Flutterers
Good Timers
Convenient Location
Transaction Speed
Express Environment
Predictable experience
Transaction Speed
Rich Information
Comfortable Lounge Environment
Good viewing experience
Transaction Speed
Basic Information
Social Club Environment
Full amenities
MAINSEGMENTNEEDSOCCASION
CURRENT
CHANNEL
STYLEOF
EXPERIENCE
Kiosks in stations, Supermarkets,
Convenience Stores, Servos, Newsagents,
Airports, Shopping Centres
Lunges in Shopping Centre, Station waiting
areas, Airport Lounges, Internet Cafes
THREE DISTINCT OCASSIONS
Agency
(main)
Traditionalists
Pubs and clubs, restaurants
Introducing Komosion

53. 53!
CREATING DISTINCT ENVIRONMENTS FOR DIFFERENT NEEDS
Having established there were three dis@nct occasion based customer journey types for Tabcorp (leisure, social
and transac@onal) we analysed how its venue layout sa@sfied these unique journeys and found none were well
supported. The insights were to separate out leisure and entertainment venues and create convenient
transac@onal kiosks with easy access. There were also implica@ons for the mix of venues by suburb, and the
management and incen@ve structures around each venue and occasion type.

54. 54!
01/10/13! Tabcorp!
Known pre researched transaction
Express environment
ATM lobby type experience
Could be unmanned or hosted
Design should LOOK slick and fast. Bright colours,
racing stripes.
Just the right amount of information- enough to
check prices and scratchings
KNOWN TRANSACTION
Introducing Komosion

55. 55!
01/10/13! Tabcorp!
Individual leisure punting experience
Business Lounge environment
Focus and flow is important to the customer
More like a work occasion than a social experience
Seating focused on work, not socialising
Information rich-
Efficient
Highly organised
LEISURE EXPERIENCE
Introducing Komosion

56. 56!
Social Experience/ Club environment
Entertainment based
Focused on group activity
Basic information but well maintained
Communal form guide/ table based/ collaborative
Text
SOCIAL EXPERIENCE
Introducing Komosion

57. 57!
VALSPAR

58. 58!
A STAND OUT OASIS
As a new brand in the market with limited distribu@on presence Valspar needed a way to engage consumers that
reflected the customer experience suppor@ng them through the inspira@on, planning and paint choice journey. We
designed a disrup@ve and engaging ‘experience’ in a hardware store sepng designed around the theme of a “spa’
visit. This was par@cularly targeted to a female audience which we iden@fied were the main influencer in the paint
colour decision making process.

59. 59!
A STAND OUT OASIS
As a new brand in the market with limited distribu@on presence Valspar needed a way to engage consumers that
reflected the customer experience suppor@ng them through the inspira@on, planning and paint choice journey. We
designed a disrup@ve and engaging ‘experience’ in a hardware store sepng designed around the theme of a “spa’
visit. This was par@cularly targeted to a female audience which we iden@fied were the main influencer in the paint
colour decision making process.

60. 60!
60
Introducing Komosion

61. 61!
VICTORIA UNIVERSITY

62. 62!
ENHANCING STUDENT ENGAGEMENT
The new design was one where the ‘helpers’ sat with the
students in the front of the room and where students
could engage with relevant informa@on and content and
each other while wai@ng. It was also a mul@ purpose
venue design that could be used for small mee@ngs and
tutorials with the faculty .
ROOM FOR IMPROVEMENT
The current layout for the Victoria University Student
Services Centre was not conducive to delivering
students a quality customer experience. A`er
developing the Customer Experience Strategy,
Komosion worked with the university to iden@fy a new
more customer focused solu@on.
Ticket machine
Computer terminals
Computer terminals
Help desk
Concierge
(peak /mes)
Longer consulta/ons
Casual and social help area
Info wall
Info screen

63. 63!
CREATING CUSTOMER EXPERIENCE DESIGN ROOMS

64. 64!
Ticker of
customer feedback /
complaints
Customer wait
/mes by channel
Video of staff
sharing
excep/onal
Customer
service
stories
Customer
sa/sfac/on
+ NPS
Data
Wall 1.
How are we performing?

65. 65!
Wall 2.
Our customers
Phone staff
connects to
persona
Video
depic/ng
real customer
needs by
persona

66. 66!
Wall 3.
Engagement Experience
Digital interac/ve
Game aligning customer
sa/sfac/on scores with
top ten services
Physical game
Depic/ng pain + pleasure
points of the Customer
journey

67. 67!
Wall 4.
Future Vision
Talks to the
“Ideal
Customer
Experience”
CEO
message
Customer
experience
staff
commitments

68. 68!
Floor
Customer Journey Maps
Various
customer
journey
maps
depic/ng
service
experiences
+
pleasure
and pain
points

69. 69!
CUSTOMER EXPERIENCE TRAINING WORKSHOPS

70. 70!

71. 71!
GAMIFICATION

72. 72!
FUN AND GAMES

73. 73!
INTERACTIVE GAMIFICATION

74. 74!
HELPING MANAGE CHANGE:
Flight Centre omni-channel Future Vision - customer
experience design / staff training video

75. 75!
Jayne dreams of a well-deserved holiday.
Jayne visits a store to explore ideas for a holiday and no@ces a
digital display of what’s on offer.
The Travel Agent discusses holiday op@ons with Jayne and
demonstrates the kiosk mobile App for her to explore others.
Jayne uses the digital ‘Dream Pod’ to explore des@na@ons and
ac@vi@es and saves her selec@on to her profile.

76. 76!
At home, Jayne shares with her husband, John, her holiday
plans.
John, gets excited, accesses the shared ‘Dream folder’ from his
tablet and selects his choice of ac@vi@es.
Jayne and John share their plans with Flight Centre, family and
friends on Facebook. They receive new ideas.
Travel Agent Scok receives an alert when Jayne and John decide on a
des@na@on.

77. 77!
Scok produces a quote and shares it with Jayne and John on
their mobile App and via email.
Jayne and John approve the quote and plan out their ac@vi@es
on a calendar planner. They no@fy Scok at Flight Centre.
Jayne receives the i@nerary on her mobile App.
Jayne shares her i@nerary on Facebook and starts receiving comments
and likes from friends and family.

78. 78!
In case of any flight delays or change of plans, Flight Centre keep Jayne
and John updated on their mobile App.
A`er returning from her holiday, Jayne is delighted to share her
feedback with Flight Centre a`er uploading photos, videos and
leaving comments.

79. 79!
SOCIAL MEDIA MARKETING & MANAGEMENT
Introducing Komosion

80. 80!
Social Media Campaigns and Management
Komosion has extensive experience in
developing social media strategy and we were
responsible for crea@ng Accor Hotels first ever
social media campaign in Australia.
We have also develop social media campaigns
for Flight Centre and Telstra Credit Union.
For a number of clients, Komosion undertakes
social media management for which we
employ the social media framework crea@ng
proac@ve engaging posts (digital assets and
copywri@ng) for agreed social media channels,
monitor engagement on all social media
plalorms u@lising the Social Baker tool and
ac@vely responding as required.
Introducing Komosion

81. 81!
EMOTIONAL ENGAGEMENT VIA SOCIAL MEDIA
To mark Accor’s 20th anniversary Komosion conceived the "Share your Moment" social media campaign invi@ng people to share
their most memorable moment in the last 20 years. The concept involved crea@ng a brand iden@ty, ambient marke@ng with a
hotel bed set up in Mar@n Place in partnership with The Sunrise program, design and build of a Microsite with social media
integra@on, and brand and POS collateral crea@on.
Introducing Komosion

82. 82!
I LOVE UK SOCIAL MEDIA CAMPAIGN
Flight Centre engaged Komosion to conceive and implement a Social media campaign to drive UK des@na@on awareness. The
campaign won Komosion an AMI award in digital marke@ng .
Introducing Komosion

83. 83!
Sydney
Level 2
68 Moncur Street
Woollahra NSW 2025
Melbourne
First Floor
33 Tope Street
South Melbourne, VIC 3205
Brisbane
94 Blackwood Street,
Mitchelton, Qld, 4053
Contact:
John O’Neill
Managing Director
john.oneill@komosion.com
t +61 2 9302 0200
m +61 419 751 798
www.komosion.com