Coronavirus Australia app diverse customer experience focus

Tech firm Delv created the official coronavirus information app and says focus on diverse customer experience is critical

The Covid-19 coronavirus
The Covid-19 coronavirus
  • The Covid-19 coronavirus
View all images

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.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page, or join us on Facebook: https://www.facebook.com/CMOAustralia.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments
cmo-xs-promo

Latest Videos

More Videos

Anyone can become a victim of the sophisticated schemes set up by these scam websites. It's not about being smart; I don't consider mysel...

Mathieu Lecompte

ACCC takes Meta to court over scam cryptocurrency advertising

Read more

Nice blog!Blog is really informative , valuable.keep updating us with such amazing blogs.influencer agency in Melbourne

Rajat Kumar

Why flipping Status Quo Bias is the key to B2B marketing success

Read more

good this information are very helpful for millions of peoples customer loyalty Consultant is an important part of every business.

Tom Devid

Report: 4 ways to generate customer loyalty

Read more

Great post, thanks for sharing such a informative content.

CodeWare Limited

APAC software company brings on first VP of growth

Read more

This article highlights Gartner’s latest digital experience platforms report and how they are influencing content operations ecosystems. ...

vikram Roy

Gartner 2022 Digital Experience Platforms reveals leading vendor players

Read more

Blog Posts

​Why we need to look at the whole brand puzzle, not just play with the pieces

Creating meaningful brands should be a holistic and considered process. However, all too frequently it’s one that is disparate and reactive, where one objective is prioritized at the expense of all others. So, what are the key pieces to the ‘good’ brand puzzle?

Marketing overseas? 4 ways to make your message stick

Companies encounter a variety of challenges when it comes to marketing overseas. Marketing departments often don’t know much about the business and cultural context of the international audiences they are trying to reach. Sometimes they are also unsure about what kind of marketing they should be doing.

Cynthia Dearin

Author, business strategist, advisor

From unconscious to reflective: What level of data user are you?

Using data is a hot topic right now. Leaders are realising data can no longer just be the responsibility of dedicated analysts or staff with ‘data’ in their title or role description.

Dr Selena Fisk

Data expert, author

Sign in