Department of Transport - Your Move

“This project has been a resounding success, transforming operations through enhanced efficiency and improved customer experience all while delivering cost savings. Ultimately empowering DoT to connect more effectively with our audiences, to create lasting change”

Trevor Buckenara  |  Behaviour Change Program Officer | Department of Transport

Your Move is a free Department of Transport program in Western Australia that helps people choose walking, cycling, scooting, and public transport over car trips by providing tailored information and support. Designed to improve community health, wellbeing, and environmental outcomes, Your Move offers resources for schools, workplaces, and the broader community. A key initiative, Your Move Schools, supports over 200 schools in encouraging active travel and reversing the decline in walking and riding to school, contributing to healthier, more sustainable communities.

The process

A transformative impact

The intuitive, easy to understand and seamless customer experience (CX) was supported by a vastly improved employee experience (EX), offering enhanced content editing capabilities and a similarly intuitive user interface empowering the ‘Your Move’ team to manage and update content dynamically in minutes.

This, combined with streamlined e-commerce operations and effective marketing automation, has greatly increased overall operational efficiency. Furthermore, the introduction of advanced reporting and analytics tools has provided invaluable insights into site performance and customer behaviour, enabling data-driven decision-making. 
 
The transformation not only optimised operational processes, increased marketing engagement and elevated the experience with some schools self- reporting (in the Portal) a consistent 50% figure for student participation, this has also positioned the brand and initiative for long-term success. 

For Synergy, these transformations demonstrates the impact of a holistic, human-centred CX approach that would encompass the scope of the work described in this tender - delivering measurable improvements in brand perception, customer experience (CX) and operational efficiency for Your Move and the Department of Transport.

By prioritising human-centred design and customer experience, the new Your Move platform not only streamlines digital operations but also strengthens the program’s brand as a leader in sustainable transport initiatives. Early indicators suggest a positive shift in user perception and advocacy, with the groundwork laid for ongoing improvements in customer satisfaction and loyalty.

Services Delivered:

• Qualitative research and stakeholder interviews
• Data analytics and experience measurement
• Service and experience design
• User testing and validation
• Stakeholder engagement and strategic facilitation
• CMS and e-commerce platform integration

These outcomes show strong alignment with the strategic and delivery priorities of the enterprise:

• Reframing an invisible issue into a personal, urgent priority: The ‘Your Move’ transformation repositioned active transport from a niche government initiative into a daily, accessible choice - by designing journeys that connected emotionally and practically with children, parents, educators and commuters alike.
• Emotionally driven behaviour change: The project shares a strong focus on shifting entrenched habits through customer empathy and insight. ‘Your Move’ employed user research, gamification and storytelling to engage students, workplaces and local governments - leading to measurable increases in participation, with 50% of students in some schools regularly engaging.
• CX transformation at scale, with measurable uplift: This project reached 110,000+ students, 230+ schools, 47 workplaces and 26 local governments - enabled by a reimagined platform that streamlined journeys, simplified content editing and improved user satisfaction.
• Integrated technology and marketing infrastructure: This transformation combined CMS redevelopment, e-commerce capability and marketing automation to deliver operational efficiency and digital experience maturity. The result: reduced internal workload, improved staff autonomy and more responsive, data-driven communications.
• WA government experience and civic outcomes: This was a WA Government initiative aimed at delivering measurable social and behavioural outcomes. Our approach combined rigorous accountability with cultural sensitivity, positioning the program as a leader in sustainable transport and education.
• Strategic stakeholder engagement and co-design: Your Move’s success was grounded in deep collaboration with Department of Transport leadership and program managers. Collaborative workshops and continuous validation ensured consensus, buy-in and shared ownership of the platform.
• Built for longevity: The reimagined Your Move solution was future-fit and scalable—designed to support ongoing improvements in CX, reporting and impact measurement, while reducing the total cost of ownership.