Service design

We work with you to design better services, experiences and systems.

READ MORE

Capability building

We build your internal human-centred design skills.

READ MORE

Organisation design

We help you become a human-centred organisation.

READ MORE

We are delighted to announce the latest round of our popular service design workshops. Please join us for one or all three days of theory, practice and fun around service design in Canberra, Sydney and Melbourne.

What clients say

Impeccable human-centred service design 

“Total standout project, absolutely inspirational in scope, scale, process and outcome. A gold standard for the Good Design Awards. A comprehensive capability toolkit that is well-designed for the problems it needs to address and well-suited to the audiences and end-users who have to use it.”

JUDGES
2018 Good Design Awards

Improved staff culture

“I am absolutely overwhelmed with the feedback that we’ve been getting. People are feeling good about the environment that they work in.”

James O’Brien, Director Practise Improvement and Service Delivery
Queensland Department of Housing and Public Works

Millions in revenue and cost savings

This work led to $494m per year in increased funds; $12m in revenue over the first 3 years; and $8.5m in cost savings to customers.

Lean Six Sigma team
Financial Services Client

A fresh perspective

“I can really see the value of working with Meld Studios – they’re seeing the library for the first time and have expertise that we don’t.”

Ben Conyers, Manager Service Design and Delivery
State Library of Victoria

Tools to unlock innovative ideas

“It has been incredibly exciting to work with such wonderful teams of people from across the museum and together come up with possibilities for a world-leading museum of the future. Our passion has only grown through this process and we have learnt this incredibly valuable way of working.”

Staff member
Museum of Arts and Applied Science (MAAS)

$36.6m in funding

“Meld Studios helped us to understand our visitor experience, with a particular focus on identifying the behaviours, systems and processes surrounding the delivery of service to visitors. We used this work to secure $36.6m in funding from Victoria State Government.”

Seb Chan, Chief Experience Officer
Australian Centre for the Moving Image (ACMI)

Build empathy

“The level of empathy this work creates with its audience is really excellent! This should put us in good stead with our stakeholders; internal and external. Thank you for your help and efforts till date.”

NSW Government client, August 2018

$100k value in two days

“I think we got more insights from interviewing 16 customers, than we did from spending around $100K on our employee engagement survey which covered all employees.”

HR Director
Justice sector

Our latest thoughts

Case studies

ORGANISATION DESIGN

Growing HCD capability across Queensland Government

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 (yes, meta) resulted in a solution appropriate for and specific to the context of government, accommodating the diversity of roles, existing processes, culture and constraints.

SERVICE DESIGN

Redesigning the Fortitude Valley housing service centre

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.

CAPABILITY BUILDING

Coaching the Australian Bureau of Statistics to create new digital services

Australian Bureau of Statistics is on a journey to become a human-centred organisation, with the aim of delivering better services for the people of Australia. Meld Studios is supporting ABS with this ambition. It is a multi-year journey that has started with building in-house design skills and coaching teams as they navigate a range of projects.

Curious how we can help? Let’s chat.