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While our clients are diverse, all are seeking solutions that balance the needs of customers with organisational goals. Our work starts with real users, real stakeholders and real constraints, and moves through iteration toward solutions that are grounded and impactful.
UNSW had developed a predictive model to identify struggling students early. Their challenge was to define how the AI should interpret risk, intervene with students and coordinate a complex network of support services. Through human-centred design, Sandbox helped UNSW build an internationally recognised service that has reduced student failure rates at institutional scale.
UNSW had developed a predictive model to identify struggling students early. Their challenge was to define how the AI should interpret risk, intervene with students and coordinate a complex network of support services. Through human-centred design, Sandbox helped UNSW build an internationally recognised service that has reduced student failure rates at institutional scale.
As demand for environmental data grows and the ecosystem around it becomes more complex, data platforms must evolve to stay relevant. Through ecosystem mapping and consultation with market players, we identified where SEED, the state's environmental open data platform, provides the most value and developed a new partnership framework that positions SEED as foundational data infrastructure, rather than just another publishing portal.
As demand for environmental data grows and the ecosystem around it becomes more complex, data platforms must evolve to stay relevant. Through ecosystem mapping and consultation with market players, we identified where SEED, the state's environmental open data platform, provides the most value and developed a new partnership framework that positions SEED as foundational data infrastructure, rather than just another publishing portal.
As the most significant cultural investment in Sydney since the Opera House, the Powerhouse Parramatta aims to deliver on an ambitious vision for the museum experience. To gain clarity on the target state and the program of work required to realise it, Sandbox helped the Powerhouse articulate future state experiences across offerings for public visitors, professional residents and an on-site overnight school student program.
As the most significant cultural investment in Sydney since the Opera House, the Powerhouse Parramatta aims to deliver on an ambitious vision for the museum experience. To gain clarity on the target state and the program of work required to realise it, Sandbox helped the Powerhouse articulate future state experiences across offerings for public visitors, professional residents and an on-site overnight school student program.
The Smith Family helps children and young people overcome educational inequality caused by poverty, which today affects as many as 1.2 million Australians. They wanted to use service blueprinting as a foundation for analysing opportunities to scale their impact through digitisation.
The Smith Family helps children and young people overcome educational inequality caused by poverty, which today affects as many as 1.2 million Australians. They wanted to use service blueprinting as a foundation for analysing opportunities to scale their impact through digitisation.
Government benefits play a central role in retirement for a significant proportion of Australians. Yet many struggle to navigate the complexity of the Age Pension; leading them to apply late, make costly mistakes or give up entirely. Aware Super wanted to design a new service that would position the fund as a trusted guide through the process.
Government benefits play a central role in retirement for a significant proportion of Australians. Yet many struggle to navigate the complexity of the Age Pension; leading them to apply late, make costly mistakes or give up entirely. Aware Super wanted to design a new service that would position the fund as a trusted guide through the process.
As AI reshapes our world, applied arts and science museums have the concurrent responsibilities of showcasing pioneering technologies, documenting the technology revolution, and delivering AI-enabled experiences to their visitors. Working with an internal AI Taskforce, Sandbox developed a framework for the responsible use of AI across all these dimensions and with consideration for the organisation, its staff, collaborators and the broader community.
As AI reshapes our world, applied arts and science museums have the concurrent responsibilities of showcasing pioneering technologies, documenting the technology revolution, and delivering AI-enabled experiences to their visitors. Working with an internal AI Taskforce, Sandbox developed a framework for the responsible use of AI across all these dimensions and with consideration for the organisation, its staff, collaborators and the broader community.
As corporate sustainability ambitions mature, organisations are looking beyond carbon emission reduction and beginning to consider better ways to manage biodiversity loss. To support this trend, the NSW Department of Planning & Environment wanted to understand both the evolving needs of corporations in this space and the role they should play in encouraging nature-based investment in NSW.
As corporate sustainability ambitions mature, organisations are looking beyond carbon emission reduction and beginning to consider better ways to manage biodiversity loss. To support this trend, the NSW Department of Planning & Environment wanted to understand both the evolving needs of corporations in this space and the role they should play in encouraging nature-based investment in NSW.
Managing research data is often complex and burdensome, especially when the data is distributed, sensitive, or large in scale. We worked with UNSW to explore how best practices and policy guidance could be embedded directly into existing research workflows. A future solution creates new value for researchers while strengthening compliance with data management requirements.
Managing research data is often complex and burdensome, especially when the data is distributed, sensitive, or large in scale. We worked with UNSW to explore how best practices and policy guidance could be embedded directly into existing research workflows. A future solution creates new value for researchers while strengthening compliance with data management requirements.
The Royal Commission into the Australian Financial Services Industry brought into sharp focus the responsibility of the major banks to better meet the needs of customers whose personal circumstances make them especially susceptible to financial detriment.
The Royal Commission into the Australian Financial Services Industry brought into sharp focus the responsibility of the major banks to better meet the needs of customers whose personal circumstances make them especially susceptible to financial detriment.
Buying paint can be a confusing and overwhelming experience for the average customer, and buyers often rely on advice from hardware shop staff to make purchasing decisions. Recognising this dynamic, Dulux wanted to better support shop floor assistants by examining barriers and opportunities to position its brand more strongly with customers along their paint buying journey.
Buying paint can be a confusing and overwhelming experience for the average customer, and buyers often rely on advice from hardware shop staff to make purchasing decisions. Recognising this dynamic, Dulux wanted to better support shop floor assistants by examining barriers and opportunities to position its brand more strongly with customers along their paint buying journey.
Service delivery issues often sit across organisational silos resulting in a disjointed and frustrating experience for customers. To tackle this challenge, we helped Wollongong City Council understand and identify opportunities for rates-related services to be improved for residents and property agents across the end-to-end service experience.
Service delivery issues often sit across organisational silos resulting in a disjointed and frustrating experience for customers. To tackle this challenge, we helped Wollongong City Council understand and identify opportunities for rates-related services to be improved for residents and property agents across the end-to-end service experience.
As organisations transition through periods of change and renewal, the gap between the intended and actual workforce experience can expand. To develop a tangible vision that reflects the Powerhouse museum's unique remit and culture, we helped the organisation by taking an intentional approach to the design of their workforce experience.
As organisations transition through periods of change and renewal, the gap between the intended and actual workforce experience can expand. To develop a tangible vision that reflects the Powerhouse museum's unique remit and culture, we helped the organisation by taking an intentional approach to the design of their workforce experience.
The concept of investing in companies with strong long term environmental, social and governance practices has long been an accepted investment theme, yet despite a large proportion of retail investors being interested in sustainable investing few have actually invested their money this way.
The concept of investing in companies with strong long term environmental, social and governance practices has long been an accepted investment theme, yet despite a large proportion of retail investors being interested in sustainable investing few have actually invested their money this way.
Rapid technological and social change is creating both opportunities and challenges for educators globally. TAFE NSW's Connected Learning Centres are new digitally enabled classrooms in regional areas where students attend classes often facilitated remotely by teachers. The new delivery model presents unique logistical challenges that can be unexpected for teachers accustomed to traditional classroom teaching.
Rapid technological and social change is creating both opportunities and challenges for educators globally. TAFE NSW's Connected Learning Centres are new digitally enabled classrooms in regional areas where students attend classes often facilitated remotely by teachers. The new delivery model presents unique logistical challenges that can be unexpected for teachers accustomed to traditional classroom teaching.
With significant disruption to business activity due to regulatory change and an inefficient internal system, Westpac wanted to redesign work schedule management for their staff. Through research and prototyping with impacted teams, we helped Westpac pinpoint how to improve productivity, staff experience and accuracy in-line with regulatory requirements.
With significant disruption to business activity due to regulatory change and an inefficient internal system, Westpac wanted to redesign work schedule management for their staff. Through research and prototyping with impacted teams, we helped Westpac pinpoint how to improve productivity, staff experience and accuracy in-line with regulatory requirements.
The death of a loved one can be overwhelming and emotionally difficult. It can also be complicated and onerous when it comes to managing the affairs of your loved one’s estate. Westpac wanted to examine the nuance of service interactions with bereaved customers so that the entire service model could be re-imagined with greater empathy and care for customers and their families.
The death of a loved one can be overwhelming and emotionally difficult. It can also be complicated and onerous when it comes to managing the affairs of your loved one’s estate. Westpac wanted to examine the nuance of service interactions with bereaved customers so that the entire service model could be re-imagined with greater empathy and care for customers and their families.
When it comes to ethics and finances, the needs of investors are constantly evolving in response to environmental events and sociopolitical change. Australian Ethical understood this and wanted to learn about the needs and motivations of investors in order to position itself for growth, leveraging it's history as Australia’s longest standing ethical investment manager.
When it comes to ethics and finances, the needs of investors are constantly evolving in response to environmental events and sociopolitical change. Australian Ethical understood this and wanted to learn about the needs and motivations of investors in order to position itself for growth, leveraging it's history as Australia’s longest standing ethical investment manager.
Increasing regulatory demands for banks to conduct anti-financial crime due diligence can result in compliance processes that feel onerous and intrusive to customers. HSBC wanted to determine an ideal customer experience that would support and safeguard customers, while meeting critical regulatory requirements.
Increasing regulatory demands for banks to conduct anti-financial crime due diligence can result in compliance processes that feel onerous and intrusive to customers. HSBC wanted to determine an ideal customer experience that would support and safeguard customers, while meeting critical regulatory requirements.
Policy makers rely on large quantities of environmental data to understand and respond to environmental change. One way to gather this crucial information is from community volunteers who record observations of plants, animals or environments.
Policy makers rely on large quantities of environmental data to understand and respond to environmental change. One way to gather this crucial information is from community volunteers who record observations of plants, animals or environments.
Regulation and technology are rapidly reshaping the merchant payments landscape. Facing growing competition from agile fintechs, Westpac needed to reinvent its proposition for business and institutional customers in order to achieve it's ambitious revenue targets.
Regulation and technology are rapidly reshaping the merchant payments landscape. Facing growing competition from agile fintechs, Westpac needed to reinvent its proposition for business and institutional customers in order to achieve it's ambitious revenue targets.
Processing superannuation payments at scale can be error-prone, leading to rejected transactions and additional work for employers. To reduce this friction, Aware Super set out to build a self-service portal. We helped identify the areas of greatest value and define the critical service features that would enable employers to resolve issues quickly and streamline payment processing.
Processing superannuation payments at scale can be error-prone, leading to rejected transactions and additional work for employers. To reduce this friction, Aware Super set out to build a self-service portal. We helped identify the areas of greatest value and define the critical service features that would enable employers to resolve issues quickly and streamline payment processing.
Understanding superannuation can be a minefield for the typical Australian, but paying for expert financial advice is not the answer for everyone. Aware Super wanted to design more ways for their members to access help, while keeping account fees low.
Understanding superannuation can be a minefield for the typical Australian, but paying for expert financial advice is not the answer for everyone. Aware Super wanted to design more ways for their members to access help, while keeping account fees low.
Fragmentation across Government digital services means that the experience of citizens interacting with Government online is often inconsistent. For businesses, identity verification and authentication across the range of Government services is a particular pain point that discourages many from doing more business with Government online.
Fragmentation across Government digital services means that the experience of citizens interacting with Government online is often inconsistent. For businesses, identity verification and authentication across the range of Government services is a particular pain point that discourages many from doing more business with Government online.
For many Australians, getting a good picture of your financial situation and options is difficult because the way we manage our money is often fragmented and ad hoc. BT wanted to explore concepts for how digital tools could help people better manage their money as a way of expanding their service offering into digital financial advice.
For many Australians, getting a good picture of your financial situation and options is difficult because the way we manage our money is often fragmented and ad hoc. BT wanted to explore concepts for how digital tools could help people better manage their money as a way of expanding their service offering into digital financial advice.
Even organisations with deep customer relationships find it difficult to manage customer experience involving third party touchpoints. Understanding that trust is not easily transferable, Commonwealth Bank used prototyping to determine the best customer and staff experience for making an advice referral to an external partner.
Even organisations with deep customer relationships find it difficult to manage customer experience involving third party touchpoints. Understanding that trust is not easily transferable, Commonwealth Bank used prototyping to determine the best customer and staff experience for making an advice referral to an external partner.
Many large companies are organised in functional silos where expertise and accountability is concentrated in specific areas. This approach however can be problematic for service journeys that require different departments to work together, often with conflicting aims. To tackle this, HSBC decided to take an end-to-end view of how sales leads are created, distributed and actioned across the business in order to identify opportunities to improve outcomes for the business and its customers.
Many large companies are organised in functional silos where expertise and accountability is concentrated in specific areas. This approach however can be problematic for service journeys that require different departments to work together, often with conflicting aims. To tackle this, HSBC decided to take an end-to-end view of how sales leads are created, distributed and actioned across the business in order to identify opportunities to improve outcomes for the business and its customers.