Transforming a business model to effectively reduce housing poverty

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In collaboration with

Community Housing

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The Ask

To support CHL’s “Future of Work” Transformation by exploring what CHL could look like if it was redesigned today with the intent to create a sustainable and scalable model, leveraging all the learnings from recent (COVID-19) experiences.

Develop a deep understanding how CHL and its partners currently support customers through the services provided today and where opportunities exist to create better outcomes for both current and future customers and staff.

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The Solution

Qualitative data was synthesised into key strategic pillars with insights and actionable recommendations aligned to CHL’s newly developed Social Impact Framework.

Recommendations are in the process of being prioritised and catalogued into a future state roadmap that will support implementation initiatives.

The Impact

  • Reviewed existing documentation and research to inform customer research.
  • Conducted a landscape review looking at CX best practices within and beyond the social housing sector.
  • Conducted co-design workshops with CHL staff to develop a community housing ecosystem map.
  • Conducted in depth interviews with CHL customers representing the full spectrum of vulnerable populations acrossAustralia.
  • Conducted in depth interviews with CHL staff to better understand their employee experience and challenges faced within the organisation’s operating model.
  • Developed a visual ‘mental model’ map, which illustrates the thematic analysis of customer and employee qualitative data.