Author Archives: Iain
Steve Baty appointed to the Good Design Council
On March 1st fellow Meld Studios Principal, Steve Baty, was appointed to the Good Design Council by Good Design Australia. The Council consists of Australian and international representatives, and acts as an advisory board for the Australian International Design Awards. [...]
Rigorous process does not equal great service experience
A drive for consistent processes and service experience can leave services feeling sterile and those involved in the delivery of the service neutered [...]
Reflections on 2011
2011 has been an exciting year for Meld Studios. The following are some of the highlights of the year. [...]
Scott McCloud at the Sydney Opera House
A group of the Meldsters are pleased to have tickets for Scott McCloud at the Sydney Opera House on Sunday 21st August. [...]
A service design approach is required to deliver great customer experiences
Keeping the internal and external worlds separate may appear like the only, or the simplest way to do things, especially for highly fractious, silo-ed organisations, but this approach often results in disjointed services where the investment in designing the customer experience can be completely undermined by the poor resources staff have to deliver the service. [...]
Mapping a service at Service Design Australia
Janna and I spoke at Service Design Australia on the topic of mapping a service. The presentation covered service mapping as a process for capturing what a service is, service mapping as an artifact for expressing a service, and service [...]
New Meld Studios website
It gives us great pleasure to be able to launch the new Meld Studios website [I feel a bit like the Queen launching a new ship - minus the champagne on a rope]. [...]
The impact of “undesigned” service experiences
Designing great experiences requires an organisation to design not just a series of artifacts, but also to design the things that go on in between those interactions. [...]
Presenting at Intranets 2011
I will be talking at Step Two Design’s Intranets 2011 conference in Sydney in May. During the talk I will be drawing connections between customer experience, service design and intranets. Bookmark on DeliciousDigg this postshare via RedditShare with StumblersTweet about [...]
Australian Online Retail Forum
Just attended the Australian Federal Government’s Online Retail Forum. I was startled to hear that 58% of Australian businesses don’t have websites. Fear of the inability to compete with overseas prices and cannibalism seem to be the mindset of many [...]
