The ACCC is seeking submissions from a design consultancy service to undertake a CX/UX project to research, develop and design potential solutions for the National Anti-Scam Centre’s Scamwatch digital services and other potential digital products to inform the content, design and functional requirements of the consumer information and services the NASC provides online.

The successful applicant must conduct research and deliver insights into our current and potential user base to understand their needs, pain points and jobs to be done related to scam education, reporting and victim support. You will need to delve into the different user journeys and understand the various touchpoints to empower consumers on how to identify and avoid scams, source intelligence from consumers about active scams to aid disruption efforts and provide timely and effective support to scam victims. Informed by research and business goals, we are looking for concepts to be designed and tested with key user groups.

And finally, based on research and user testing, we seek a CX/UX strategy and roadmap for short- (quick wins), medium- (next 12 months) and long- (2 years+) term priorities.

This research, in conjunction with our partnerships in government and industry will better help the Australian public to identify and protect themselves from increasingly sophisticated scam activity, as well as to share vital intelligence with the NASC to help us work with our partners to disrupt scams.

The successful applicant should have experience delivering research and design projects for the Australian public within complex systems, ideally involving government, industry, and community partnerships. The project will not be prescriptive as to the specific deliverables, but will likely include activities and artefacts such as:

• Kick-off workshop
• Initial discovery

         -Identifying key user groups and needs

         -Interviewing internal and external stakeholders

• Desktop research

          -ACCC provided background material

          -Peer/Ecosystem review/scan

• Service design blueprints.
• Product strategies and/or roadmaps
• Current product review to identify gaps in service
• Investigate the potential for new digital products (app, chatbot etc)
• Design artefacts
• Personas
• User journey mapping
• Concepts for user testing
• Wireframes
• Final prototypes
• Roadmap for implementation detailing quick wins and longer-term recommendations based on user insights and needs and business requirements and priorities.