YVW Communications Handbook

Towards the end of my first year at Yarra Valley Water (YVW) me and one of my coworkers in the CX division collaborated to produce a communications handbook - a document which contained a synthesis of all of the existing CX research which related to communications. The handbook took this information, which was previously buried in dense research reports, and presented it in a visually appealing and easy to reference format. We grouped the information according to the scenario - ranging from communications about billing to communications when a sewer spill occurs in the customers front yard. This document was distributed through the business and is still being used as a key reference document when designing communications.