Service design

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

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Capability building

We build your internal human-centred design skills.

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Organisation design

We help you become a human-centred organisation.

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Sharing Meld

Interested in exploring how the Three Horizons of Change Playbook could help you and your teams figure out how to best support your people, your customers and your business? Sign up for our free roundtable 11am (Sydney) Tuesday 7th April 2020.

The impact of our work has been publicly acknowledged through various awards. To date, our highest acknowledgement was winning the Good Design Award of The Year for 2018. This placed us first overall out of 536 entries from around the world.

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

Unlocking our capability 

“Working with Meld Studios has unlocked our human-centred design capability across the team and really allowed us to understand the visitors’ mindset, values, needs and desire for richer experiences. This process was truly collaborative, engaging and clarifying. We look forward to connecting with our visitors in a more meaningful and surprising way.”

Jennie Harris, A/Manager, Economic Strategy & Comms
City of Sydney

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

We keep coming back

“Their professionalism, strong understanding of the subject matter, innovative and useful ideas to better projects, is why we will continue to collaborate and call upon the services of Meld Studios.”

Carly Hulme
NSW ENVIRONMENT PROTECTION AUTHORITY

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

Energising

“Thanks so much for that! Very rarely do I come off a 3-hour Zoom meeting with more energy than before!”

Client in mental health sector, during COVID-19 lockdown

Our latest thoughts

Case studies

ORGANISATION DESIGN

Port Authority of NSW’s Sustainability Plan

We are helping the Port Authority of NSW to use the creation of its sustainability plan to model new ways of working.

ORGANISATION DESIGN

Delivering Great Policy

Delivering Great Policy is a cross-agency initiative to improve policy advice by lifting policy capability across the Australian Public Service (APS). The collaborative approach co-designed the solution with the broader policy community inside and outside of government, redefining what best practice engagement looks like for policy-makers, to achieve better outcomes for all Australians.

ORGANISATION DESIGN

Co-creating a climate initiative for Australia’s primary producers

Meld helped the Rural Research and Development Corporations set about establishing new ways of working with Australia’s primary producers to help producers mitigate and adapt to increasing climate risks and increase their farm gate output in a sustainable way.

SERVICE DESIGN

City of Sydney – Visitor information services

Meld was engaged to reimagine the end-to-end service experience of visitor information needs.

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

Creating ASIC’s Financial Wellbeing Network

One in three Australians find dealing with money overwhelming, and nearly half of Australia’s 12.6m workers worry about their financial situation. In response, ASIC designed their Financial Wellbeing Network; a service bringing together a diverse group of organisations all helping Australians to be in control of their financial lives.

SERVICE DESIGN

Transport as a service in Sydney’s North West

We worked with customers and transport stakeholders to orchestrate how all modes of transport and mobility come together as a service ecosystem. This project received a Gold award at the 2019 Good Design Awards for excellence in public sector service design.

SERVICE DESIGN

Building towards a more sustainable and energy-efficient future

New homes are a major contributor to global warming. While builders in New South Wales are designing energy-efficient homes to address this problem, they struggle to sell the benefits to homebuyers. This service engages builders and homebuyers to co-design solutions to this challenge.

Curious how we can help? Let’s chat.