Using human-centred design methods in museums

Over five months in 2017 we coached over 40 staff from the Museum of Applied Arts & Sciences (MAAS) in human-centred design methods using a ‘design sprint’ process. The goal of each sprint was to generate and test ideas to improve the visitor experience in the...

A guide to recruiting for human-centred research

Something which is of constant surprise when working with large service organisations is how hard it is for them to recruit people for research. This difficulty is a data point in itself, as it indicates how much distance there is between service providers and the people...

The Art of Interview

Design can begin with understanding. Understanding a product or a service yes, and understanding the lives of people interacting with these products and services.Research interviews can be a helpful start to understanding the needs, desires, aspirations, hopes, dreams, fears, and anxieties of people we are...

How our skills matrix supports candid conversations with staff

Before having a skills matrix, our conversations with staff were relatively light and positive; we found it difficult to point out weaknesses and skill gaps. Now we use the matrix to talk more objectively about the skills and behaviours expected at each level, and can...

Building your internal design team – how to find designers

If you are struggling to find talented individuals to join your internal design team, you are not alone. This topic is one that comes up frequently in the conversations we have with our clients.People with skills in service design, human-centered design, design thinking, experience design,...

The problem with product-led thinking in a service-dominant world

We are well into the service age but it's taking a while for us to catch up. Product-led thinking still guides the operating structures of many large organisations, even though the successful delivery of their services requires them to act differently. Could it be that...

How to build a sustainable design team

I was delighted to speak at the Managing Design conference in Sydney last week. This one-day event felt like therapy for design leaders as we explored common challenges around managing design teams during times of rapid growth.I spoke about challenges that many teams face with:Scaling to...