McCallum is a disability services organisation that provides supported accommodation, supported employment, day programs, and lifestyle options services. Following the development of the 2019–2021 strategic plan, Right Lane worked with the CEO and executive team to co-develop a new organisational structure that supports their customer-centric focus and positions the organisation to deliver on its strategy. Right Lane also worked with the Customer Experience Manager and program staff to co-design a detailed customer journey map and identified opportunities for improving the customer experience in each program area.