NBN - Digital Journeys Benchmarking

Objective
Symplicit was engaged to benchmark the nbn website, evaluating the usability of key customer journeys for both residential and business users.

Approach
Using a mixed-methods approach that combined quantitative and qualitative research, the study established a framework for year-on-year performance tracking and provided actionable insights to drive continuous website optimisation.

Impact
Delivered an actionable insights report covering key findings, SUPR-Q & NPS results, unmoderated usability insights, and strategic recommendations. Led research with 39 diverse residential and business participants across Australia through unmoderated usability testing via UserTesting.com over a two-week period. Created highlight reels showcasing customer interactions with the nbn site to support key findings. Established and standardized the nbn benchmarking process, enabling biannual evaluations to track site improvements over time. Conducted a final playback and handover, ensuring a smooth transition of insights and next steps.