We helped NSW National Parks envision and map their future channel experience by understanding and enhancing their resources, people and channels.

NSW National Parks manages a wonderful resource that covers a vast area of the state. As well as looking after this unique environment, they are charged with promoting and supporting visitors to access and enjoy the parks by using their people and channels efficiently.

We analysed their current channel usage, recommended an improved model and quantified the costs and benefits of adopting the proposed model, as well as the cultural factors and measures required to drive staff adoption.

In parallel, through empathetic research we explored in depth how customers use the parks as well as the information and transaction channels that support them. We uncovered insights and opportunities for National Parks to better support and enhance the on-park experience, whilst better allocating resources.

We envisioned and mapped the future channel experience, providing a clear and aspirational future direction for National Parks.

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