Coronavirus Australia app diverse customer experience focus

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The Federal Government's recently released official Coronavirus Australia app utilised human-centred design principles to ensure it could satisfy a diverse customer experience, according to Delv, the Canberra-based technology outfit that created it.

Delv chief experience officer, Mina Azar, told CMO the team used its human-centred design methodology to ensure the app is user focused for the diverse community it will be supporting.

“Given the short time frame, the app was tested by a large sample of demographically diverse individuals to ensure the platform is capable of responding to a vast range of the communities needs and expectations,” Azar said.

Credit: Australian Government

The app has reportedly been downloaded by almost one million Australians since it launched in the Apple and Android app stores and has a rating of 4.3, an admirable score for a government app created hastily in a climate of a fast-moving global pandemic. It's also sitting at the top spot in the health and fitness section of the Apple App Store.

Azar told CMO his team has a core focus to ensure the best outcome for all customers – both internally and externally.

"We take a customer-first approach to our engagements at each touchpoint. Our focus is to ensure the expectations of our customers are not only met— but exceeded. We continue to strive for seamless customer interaction to ensure every experience a customer has with Delv is a positive one, to maintain a healthy relationship," he said.

As a critical public health tool, the app contains current advice on protecting against the virus, government-mandated rules on isolating and details of government financial and business support. It also contains a range of other information, including a symptom checker for people to gauge whether their symptoms match the profile of Covid-19 symptoms.

Uses can also register if they are self-isolating to help provide additional data to the government and data on the current status of confirmed cases in the country.

The app is designed to be the single source of official information from across the government in relation to all things Covid-19 in the one place on mobile devices providing easy access anywhere anytime.

The app needs to provide trustworthy information in a time of rapidly changing crisis, when mis-information can spread like wildfire online and digitally.

The multiple goals were getting it done with a quick turnaround and having a straightforward user interface with easily accessible information. And taking an iterative approach to the first version of the app which would also allow updates to be delivered at speed.

To do this, Azar explained the app design was focused on getting complex information across to the user and getting it created in a short period of time.

"This approach also enabled us to set up a roadmap for rapid future enhancements to further enhance the experience and outcomes," he added.

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