This case study focuses on the Centrelink expansion project, which aimed to improve accessibility and customer experience at their centres in Hervey Bay and Noosa, Australia. The project encompassed several upgrades and additions to accommodate the needs of both staff and customers.
Project Objectives:
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Enhance Accessibility
The project aimed to create a more inclusive environment by implementing accessible car parking upgrades and incorporating facilities for persons with disabilities (PWD). -
Expand Workstations
The addition of 21 back-of-house workstations for Services Australia and 26 for the National Disability Insurance Scheme (NDIS) aimed to improve operational efficiency and support increased service demands. -
Provide Amenities
The project included the creation of a lunchroom, courtyard, family rooms, couching rooms, community room, and front-of-house (FOH) area to enhance customer comfort and convenience.
Project Details
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Accessible Car Parking Upgrades
To ensure accessibility for all, Centrelink implemented modifications to their car parking facilities. This included reserved accessible parking spaces, appropriate signage, and improved accessibility pathways to the centres. -
Facilities for Persons with Disabilities (PWD)
The expansion project incorporated dedicated facilities catering to the needs of PWD. These facilities aimed to provide accessible entrances, ramps, wider corridors, and accessible restrooms, ensuring an inclusive environment for all visitors. -
Workstation Expansion
Recognizing the growing demands on their services, Centrelink added 21 new back-of-house workstations for Services Australia and 26 workstations specifically designated for NDIS operations. These additional workstations aimed to improve staff efficiency and ensure timely assistance to customers. -
Customer-Focused Amenities
The project included the creation of various customer-centric amenities. This encompassed the construction of family rooms to provide privacy and comfort for families with children, couching rooms to facilitate confidential discussions, and a community room for community events and engagement. Additionally, a redesigned FOH area was implemented to enhance the overall customer experience.
Conclusion
The Centrelink expansion project successfully addressed the objective of enhancing accessibility and improving the customer experience at their Hervey Bay and Noosa centres. Through the implementation of accessible car parking upgrades, dedicated facilities for PWD, additional workstations, and customer-focused amenities, Centrelink aimed to create a more inclusive and efficient environment. These enhancements contribute to the agency’s commitment to providing quality services and support to the community.
Target Physio
- Client: Target Physio
- Size: 70m2
- Type: Health and Wellbeing
- Services: Interior Design
- Team: QUADRIC Projects , O’Brien Building Consultants.
Target Physio was experiencing demand for their services and expanded to a new location in the western suburbs of Brisbane.
The team reached out to Leithal Designs to design a fit-out for their 70m2 tenancy in a small shopping complex.
The area was to house three private consult rooms, an exercise/assessment area and client check-in and reception.
Leithal designs was challenged with balancing the spatial, equipment and workflow requirements of a busy physiotherapy practice within a small space.
After conducting a thorough workflow analysis and gaining an in-depth understanding of how the client’s business worked day to day, we created effective solutions including custom joinery to incorporate creative and multi-use storage solutions throughout the practice to use available wall space.
“Every detail of how we work was factored into the design. We love how easily we can set-up and pack down between clients – and our clients always comment on how welcoming our space is.” – [Fiona Pringle, Founder]
“By understanding how physiotherapists move through the clinic when they are assessing and treating their clients, we could design a layout that would be aesthetically pleasing, easy to maintain, and streamline work processes.” – Sonia, Leithal Designs
Some unique aspects include hidden storage with mirrored doors in the main exercise room which houses portable equipment that can be easily stored away between consults. Each consult room is fitted with custom joinery to house microwaves, basins, exercise equipment, towels, and healthcare consumables.
