Case Study: Consumer Policy Research Centre maps lemon car redress challenges with Conduct

Consumer Policy Research Centre maps an 8-phase lemon car redress process with Conduct

The Consumer Policy Research Centre (CPRC), an independent not-for-profit think-tank, faced the challenge of exploring the complex and burdensome process Victorian consumers endure when seeking redress for a faulty "lemon" car. They partnered with vendor Conduct to unpack these difficulties and visualize the unreasonable burden on consumers to navigate the complex complaints system.

Conduct implemented a solution by immersing themselves in the problem space through qualitative interviews and stakeholder consultations. They developed the first end-to-end map of the lemon car redress process, which was used to facilitate workshops and define key pain points. This process map became a core framework in CPRC's major report, providing a clear visual representation of the issue to advocate for policy change and a more accessible system for consumers.

Consumer Policy Research Centre (cprc)