NSW Government: Building Customer Understanding at Scale

‍The Challenge

The Digital Transformation team at The Department of Primary Industries and Regional Development faced a challenge: synthesising scattered customer research to build on previous work for their current user experience project. Insights were buried across reports, PDFs, presentations, and eBooks, making it time-consuming to access and apply key findings. The team sought a streamlined approach to avoid duplicating efforts and ensure critical insights informed their project effectively with resources that already existed.

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"We knew there was already a substantial investment of time, money, and effort in research across various teams within the department. We didn’t want to reinvent the wheel; instead, we wanted to build upon the existing foundation."

-Tara Broben. Manager Digital Transformation at State Government, Australia

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The Solution

To address this, the team launched a pilot with InsightWise to streamline their research synthesis process. The platform’s capability to analyse and process multiple document formats allowed the team to:

• Rapidly synthesise documents ranging from 30 to over 100 pages.
• Extract high-level themes and insights from both existing and new research.
• Collaborate more effectively through shared project spaces.
• Test and refine customer personas capability based on aggregated data.

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Implementation

Onboarding with InsightWise was seamless, requiring minimal training and becoming operational almost instantly. The team adopted a collaborative workflow, using the platform to analyse documents and extract actionable insights efficiently.

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Key Benefits

1. Efficient Research Synthesis
   InsightWise’s summarisation features allowed the team to quickly extract relevant information from lengthy documents, drastically reducing the time spent on initial reviews.
2. High-Level Theme Identification
   The platform surfaced overarching themes, helping the team prioritise which documents required deeper analysis.
3. Enhanced Collaboration
   Shared project spaces made it easier for team members to collaborate and exchange insights, fostering a unified approach to customer understanding.
4. Knowledge Base Creation
   InsightWise enabled the team to build a central resource library of synthesised insights, serving as a valuable reference for future projects.

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Looking Ahead

The Digital Transformation team sees great potential in InsightWise’s growing capabilities and plans to further explore its benefits for human-centered design projects, including:

• Streamlining the synthesis of research data for more efficient project workflows.
• Supporting the development of user personas with aggregated insights.
• Enhancing collaboration across teams through centralised knowledge sharing.
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“With InsightWise, we’ve aggregated multiple documents in various formats into a single source of truth for our knowledge base. Tasks that once took hours or even weeks can now be completed in minutes.”

-Tara Broben. Manager Digital Transformation at State Government, Australia

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