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,...

Visualising a story

Since joining Meld Studios as a designer I have helped build and create current and future state maps, road maps and sketches that communicate abstract concepts, processes and interactions. The maps I have worked on help organisations see the ‘50-foot view’ of their organisation: who...

Join us for our October Open House!

The first Friday of every month, we throw open our doors at 4pm and invite you and yours to come and visit us. Gab about design, the weather, whatever! Point is to take a break and catch up.Join us this Friday, 4 October, from 4pm!Will...

Concept mapping

As consultants we have to quickly understand the complex interactions of people, processes and products of our clients' businesses. This '50 foot view' is something that our clients often say they've never seen before yet is of real value for sharing project and system knowledge...

A behavioural perspective on Sydney’s Cross-city Tunnel

The toll structure on Sydney's cross-city tunnel encourages drivers to behave in exactly the opposite way to the behaviour desired by the planning authorities.Traffic in Sydney's CBD is a chronic problem, and never is it more so that during the peak-hour rush. To help alleviate...

Fluidity in interaction and service design – a trend

The last few years have seen a progressive opening up of imposed constraints as customers increasingly reject arbitrary restrictions and demand the ability to scale and personalize products and services. We see this everywhere we look, and where restrictions remain, tensions run high and opportunities...

Merry XMas and 2012 in review

It would be a bland understatement to describe 2012 as a roller-coaster. As a relatively small design studio we have been buffeted about by large market forces, and it has taken its toll. And yet as we approach the end of the year and take...

Design and innovation in manufacturing in Australia

I don't believe the threat to Australian manufacturing will come from China in 10 years time; I believe it will come from FujiXerox, Brother, Canon et al.As we worked through my Innovation workshop at UX Australia last week, I came to the realisation that my...