Connecting to those in need

Whether in-centre or online, the MyHousing brand needs to connect with social housing tenants with clarity and assurance.

Project:

MyHousing Rebranding, Communication, & Signage Delivery

Prequalification Category:

Visual Communications

Date:

Ongoing, since 2017

Budget:

$145,000 and Ongoing

Project:

MyHousing Rebranding, Communication, & Signage Delivery

Prequalification Category:

Visual Communications

Date:

Ongoing, since 2017

Budget:

$145,000 and Ongoing

Campaign Objectives

The objective was to better inform and engage with social housing clients on the expanded digital and service centre offerings of Family and Community Services (now Dept Communities and Justice).

In particular it was to encourage and educate visitors to use the expanded digital offerings, initially at the online kiosks on-site, then on an on-going basis from the convenience of their own devices.

This was a development project for the Liverpool office. If successful, the objective was to roll out the concept to all other Family and Community Service public offices.

Strategy

Circus created a visual design direction for a new way-finding and awareness approach for the state's customer service offices.

A strategic approach to design and messaging, covering both way-finding and awareness, established a hierarchy of information to guide clients through the office areas.

A strong focus was placed on directing customers to the MyHousing online kiosks and assisting them in their online activities whilst there.

Improving the aesthetics and on-site information at the service offices, also created a more positive environment for staff, helping them assist clients in their day-to-day needs.

Target Audience

The target audience focused on current and new clients including CALD clients of the Department of Communities and Justice.

Another important audience was staff in the customer service offices.

Execution

Visual communications were designed for the Liverpool service office as a test case.

Window and floor decals were developed. Wall signage was upgraded.

Partition information boards, posters and display materials were created.

Design templates were carefully managed, so upon evaluation assets could be quickly rolled out to other service offices across the state.

Supporting Activities

Circus undertook site inspections, developed the design direction and executed all signage and print assets. Under the direction of Circus, printers and installers were engaged to apply assets on-site.

Results & Outcomes

The way-finding and awareness signage was a success in driving uptake of MyHousing online services in Liverpool. It was well received by staff as an information aid to assist clients, with specific feedback confirming a reduction in dwell time at the counter. Tenant feedback mentioned the signage was simple and easy to read, whilst the colour palette was welcoming and relaxing.

This has led to Circus being engaged to roll out the MyHousing online services and in-centre experience across 18 additional centres across state (to date), covering Hurstville, Wagga Wagga, Goulburn, Shellharbour, Tweed heads, Bankstown, Charlestown, Lismore, Blacktown, Mount Druitt, Bathurst, Bateman’s Bay, Fairfield, Coniston, Strawberry Hills, Gosford, Campbelltown and Burwood.

we are here to make a difference

1/63 Foveaux Street,
Surry Hills NSW 2010
email: hello@circusgroup.com
 |  phone: +61 2 9954 6777