The other day I was sitting down with a client to discuss the potential for creating a qualitative research program to support a long-term program of work that impacts the work life of thousands of internal staff. As we were discussing the merits and necessity...
We've been researching pain points in Sydney public transport services, customer experiences that support airline cost-cutting initiatives, trends in virtual learning, and optimisation of the work place. We'll publish our thoughts soon, but in the meantime feel free to ask us about it....
It was about 12 years ago that the Web design community - in particular those people interested in aspects of Websites such as their structure (information architects), usefulness (strategists), utility (usability practitioners), and interactions (interaction designers and HCI folks) - coalesced the need to take...
CIO online magazine published an article on Steve Baty talking about how the success of products such as Wii Fit and Instagram is linked to understanding and designing for user motivations and behaviour. ...
Understanding The analysis and synthesis of research data is the process by which we move from observations to understanding. As discussed elsewhere, there are a number of methods we employ to make this leap. The key consideration here is that we move beyond what we observe -...
On March 1st fellow Meld Studios Principal, Steve Baty, was appointed to the Good Design Council by Good Design Australia. The Council consists of Australian and international representatives, and acts as an advisory board for the Australian International Design Awards. Established in 1953 the Australian International...
I was recently in the position of needing to articulate for a group of people what it is I mean when I use certain phrases/terms - interaction design, service design, and design thinking in particular. For reference, here they are. They're not particularly long, or exhaustive,...
A drive for consistent processes and service experience can leave services feeling sterile and those involved in the delivery of the service neutered...
The following conversation took place via Twitter on Tuesday 29th November (late Monday 28th November in north america) between myself, Dave Gray, and a variety of other people. The topic was Service Design, with two main sub-topics: the main challenge for organisations contemplating service design/delivery;...
I was fortunate to have attended the wonderful and exciting Service Design Global Conference 2011 in San Francisco in late October, where Meld Studios also presented two presentations. The weather was lovely in San Francisco and I got to see a lot of...
