Reflections on 2011

2011 has been an exciting year for Meld Studios. The following are some of the highlights of the year....

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...

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 mapping as a...

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]. ...

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....

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 Australian retailers. I got the...

We’re presenting at Service Design 2011

Janna and Iain will be presenting at Service Design 2011 in Sydney on 3rd May. I believe tickets to the event are available now (apparently quite limited, so get in early!)Our presentation will focus on mapping services. To quote from the program:Service design cannot be...