Why executives need to meet their customers

If you’re an executive, it’s time to face facts. Fact is, if you never come face-to-face with your customers, you risk making the wrong choices about how best to serve them. Want to reduce that risk? Sit down with your customers and let them serve you...

Designing the visitor experience for galleries, libraries & museums

Over the last few years we’ve done quite a lot of work with galleries, libraries, archives and museums (the ‘GLAM’ sector). During this time we have observed a change in attitude around a visitor-centred approach to designing experiences. What starts with scepticism moves to tacit...

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...

Three key ways Digital Disruption affects business

We are well past the point where we might argue whether specific industries will or won't be impacted by technology. The answer is a very firm: yes. We must now understand how the potential afforded by new technologies will change the shape of specific industries: their...

Good Design Selection for our work with the State Library of Victoria

We are delighted that our work with the State Library of Victoria has received a Good Design Australia Selection and is in the running for further recognition at the Awards night this month. We were engaged to redesign the State Library of Victoria’s services. Over a...

Customer journey mapping workshop (Perth & Melbourne)

I am delighted to announce that we will be running a full-day version of our customer journey mapping workshop at Customer Experience 2015 in Melbourne on Thursday 7th May, and in Perth on Tuesday 2nd June 2015 at the Pan Pacific Hotel. The workshop provides the following: An understanding...

Connecting with others is the key to great customer engagement

In my last blog post on 'Why relationships really matter' I talked about the benefits and importance of connecting with others. Here’s a great example of what ‘great looks like’ in the context of connecting with others in customer service situations… Last night before I went to sleep,...

Relationships Really Matter!

After years of working with people in large, complex organisations I’ve come to the realisation that the basis of passionate engagement is healthy positive relationships.  When relationships with and within your organisation are healthy and positive, people are loyal to your brand or product, can’t help...

The Scale of Service Design

As we introduce ourselves to new colleagues and potential clients, we are constantly reflecting on how we describe the work we do. How do we get people from zero to 60, understanding what we mean by service design and what that means for them or...