Overview

CSIRO is Australia’s national science agency and one of the world’s most respected research organisations. With a mission to solve the nation’s most pressing problems through cutting-edge science and technology, CSIRO works closely with industry, government, and the research community to turn ideas into real-world solutions. 

From food security and sustainable energy to public health, environmental resilience, and future industries - CSIRO plays a vital role in shaping a stronger, safer, and more sustainable Australia. 

You’ve likely already benefited from CSIRO’s pioneering work. Their innovations include fast WiFi, plastic banknotes, Aeroguard, the Total Wellbeing Diet, and extended-wear contact lenses - breakthroughs that have changed everyday life. 

With over 4,000 partnerships - including more than 1,600 small and medium-sized businesses (SMEs) - CSIRO is deeply committed to collaboration and co-creation, working hand-in-hand with partners to address the most complex challenges facing the nation and the region. 

Deepend undertook a deep dive into current processes, documentation and policies, supported by interviews with individuals and groups across CSIRO. 

The findings were synthesised into an actionable content strategy and onboarding journey, with defined goals, artefacts and outcomes for each stage.

What We Delivered 

• Customer and stakeholder research 
• Process and policy review 
• Customer journey mapping 
• Onboarding content journey 
• Content gap analysis 
• Content strategy 
• 17-piece content architecture 
• Video content recommendations 
• Quick guides and articles 
• Interactive web tool 
• Online quiz logic and development 
• Content authoring and approvals management 

Impact 

• 17 content artefacts designed across video, web, quick guides and long-form editorial 
• A clearer onboarding content journey aligned to existing customer journey maps 
• Multiple entry points created for different customer types 
• Content designed to balance customer clarity with the complexity of CSIRO collaborations 
• A working interactive online tool developed for the web 

Problem & Insight 

CSIRO partnerships can involve complex services, funding arrangements, contracting and intellectual property considerations. 

Research showed that customers needed clearer guidance earlier in the relationship, while CSIRO teams wanted better-informed collaborators entering the process. 

Strategy & Experience Design 

Deepend worked from existing customer journey maps to define an onboarding content journey with clear goals, artefacts and outcomes at each stage. 

The strategy balanced three needs: better educated customers, simpler onboarding and the unavoidable complexity of CSIRO collaborations. 

Content & Delivery 

Deepend designed a content architecture of 17 artefacts across video, an interactive web tool, quick guides and long-form editorial. 

The team authored quick guides and articles, managed internal approvals and amendments, and developed the logic for an interactive online quiz. 

Results 

CSIRO gained a structured content framework for improving onboarding and early engagement across different customer types. 

The project created clearer pathways into complex collaboration topics and delivered practical content assets that could support customers before and during engagement.