Queensland Government is on a journey to embed design practices at scale. Applying a human-centred design approach to developing a framework for building design capability (it’s meta) resulted in a solution appropriate for and specific to the context of government, accommodating the diversity of roles, existing processes, culture and constraints.
This transdisciplinary design project transformed a Queensland housing service centre into a welcoming and safe environment. The centre experience is now supported by an improved service model which recognises staff expertise, empowering them to provide client-centered support. The process is being used as a model for all future centre design.