Four ways to improve how Government engages with citizens

There are strong aspirations from people in Government to work more collaboratively with citizens. The ​IAP2 public participation spectrum​ is cited in policy and strategy as a model for engaging communities and increasing public impact. The spectrum is a useful frame to describe the current...

What is Successful Service Design?

After a prompt from Apolitical, we got to thinking about how we might describe successful service design… particularly to a government audience. Simply put… Successful service design delivers outcomes that matter to all the users and stakeholders of a service. However, this is not so simply done, and there tend...

Why pay experts when you have customers?

Rebecca Hendry, Principal at Meld Studios, spoke ASIC deputy chair Peter Kell at the Financial Capability Community of Practice event in September on the topic of why a human-centred approach matters.Following the event, she wrote an article for Financial Capability on taking a human-centred approach to...

Horses, Trojan horses and organisational culture

Animal metaphors are common in business circles. The other day Karina and I were discussing the type of work we do around organisational culture. We spend an increasingly large amount of time talking about tigers, elephants, Trojan horses and the impact these ‘Trojan horse’ projects...

Meld Design Salon: Making Transport Human-Centred

 In the next Meld Design Salon, we’ll be talking all things transport. Jordana Blank from Transport for Victoria, and Andrew Kendall from Sydney Metro will offer their unique experiences and perspectives on the importance—and challenges—of implementing a Human Centred Design approach in the government transport...

Human-centred approaches to city making and planning

Here at Meld we are passionate about improving the everyday lives of people as they interact with the world around them. To do this we employ various methods related to human-centred design to better understand the impacts that environments and systems have on people, then work with...

Talking at Intersection in Prague

Karina and I were delighted to share our experiences and thoughts around human-centred organisational transformation at the Intersection conference in Prague last week. The conference brought together executives, architects, designers, change managers and others with a shared interest in helping organisations become better versions of themselves.Our...

Designing human-centred organisational culture

I have just published an article over at Medium based on the talk I gave at this year's UX Australia. The article captures my reflections on the role human-centred designers should be playing to help organisations become better versions of themselves.The talk is inspired by...

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...