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UID:pretalx-2022-8RRQGL@conferences.acspri.org.au
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DESCRIPTION:Both businesses and the Australian Bureau of Statistic (ABS) wa
 nt to use more contemporary methods to communicate and to supply data to e
 ach other. The ABS has several methods of communicating with business data
  providers (‘providers’)\, termed correspondence. We assumed there is a 
 positive relationship between fit-for-purpose contemporary correspondence 
 and provider satisfaction. Furthermore\, we hypothesised that provider sat
 isfaction will have a positive impact on provider behaviour\, potentially 
 reducing follow-up work and costs. This project took a Human-Centred Desig
 n approach to investigate the experiences of providers regarding ABS corre
 spondence. We consulted ABS internal stakeholders both as internal users a
 nd as sources of provider insights for this project. The project followed 
 a divergent/convergent-thinking Double Diamond method. A core principle of
  the Human-Centred Design method is to establish the user needs before sta
 rting to design solutions. Therefore\, the directions of this project were
  determined by the information uncovered in the ‘Discovery’ phase and re
 fined through testing with providers. The results found providers prefer a
  modern\, integrated\, digital experience. Including coloured text\, infog
 raphics\, and visual instructions. A strong variation emerged in needs and
  expectations between new-to-survey-collection providers (and those ‘inhe
 riting’ the collection within their business from former colleagues) and 
 continuing providers. Providers preferred having a short\, plain language 
 explanation of the collection’s compulsory nature\, and for this to be cl
 ear from initial correspondence through to final reminder. In earlier phas
 es of the project\, providers strongly indicated the importance of underst
 anding the value and relevance of the collection to their industry. Howeve
 r\, prototype testing found it was considered a ‘nice to have’. Our resu
 lts show that provider experience could be improved by correspondence inte
 grating with providers’ business processes in a more modern way. There is
  an inherent tension between providers understand their obligation to subm
 it their data and providers having a positive experience. Both may influen
 ce provider behaviour. Careful consideration on timing of correspondence\,
  design elements with minimal and more visually focused content\, and over
 all contact strategies is important. This includes varying contact prefere
 nces and considering the complexities inherent with the wide range of diff
 erent business sizes and industries across ABS business survey collections
 .
DTSTAMP:20260809T224918Z
LOCATION:Zoom Breakout Room 1
SUMMARY:Reforming business engagement: Using Human-Centred Design to reshap
 e data provider correspondence - Mahtut Yaynu and Susannah Breaden
URL:https://conferences.acspri.org.au/2022/talk/8RRQGL/
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