Services

Our services enable organisations to explore possibilities and deliver outcomes that create greater value for all stakeholders – customers, staff, shareholders, partners and society.

Service design

DESIGN BETTER SERVICES, EXPERIENCES AND SYSTEMS

Having services that meet the needs of your customers and be something your organisation and people can deliver is critical for success. We work with you and your customers to design the best possible outcomes, using human-centred design to unlock innovative ideas and bring them to life.

Since 2009 we have designed services, experiences and systems for 150 organisations across 15 industries – including health, education, museums, transportation, infrastructure, financial services, and government.

Capability building

BRING THE SKILLS AND MINDSET IN-HOUSE

A design mindset and skillset for your people supports your organisation’s quest to be more customer-centric. We have a range of training and mentoring programs to support your transition to new ways of working.

Since 2016 we have spent over 36,000 hours helping more than 1500 people across Australia and New Zealand to learn new skills and ways of working.

Organisation design

BECOME HUMAN-CENTRED AT EVERY LEVEL OF YOUR ORGANISATION

Organisations recognise the value of delivering great customer experiences, but most struggle to align their organisational purpose, culture and ways of working to deliver on their customer-centred rhetoric.

Meld Studios is an award winning studio recognised for our ability to support meaningful human-centred transformation within complex organisations.

Some of our clients

What clients say

Impeccable human-centred service design 

“Total standout project, absolutely inspirational in scope, scale, process and outcome. A gold standard for the Good Design Awards. A comprehensive capability toolkit that is well-designed for the problems it needs to address and well-suited to the audiences and end-users who have to use it.”

JUDGES
2018 Good Design Awards

Improved staff culture

“I am absolutely overwhelmed with the feedback that we’ve been getting. People are feeling good about the environment that they work in.”

James O’Brien, Director Practise Improvement and Service Delivery
Queensland Department of Housing and Public Works

Millions in revenue and cost savings

This work led to $494m per year in increased funds; $12m in revenue over the first 3 years; and $8.5m in cost savings to customers.

Lean Six Sigma team
Financial Services Client

A fresh perspective

“I can really see the value of working with Meld Studios – they’re seeing the library for the first time and have expertise that we don’t.”

Ben Conyers, Manager Service Design and Delivery
State Library of Victoria

Tools to unlock innovative ideas

“It has been incredibly exciting to work with such wonderful teams of people from across the museum and together come up with possibilities for a world-leading museum of the future. Our passion has only grown through this process and we have learnt this incredibly valuable way of working.”

Staff member
Museum of Arts and Applied Science (MAAS)

$36.6m in funding

“Meld Studios helped us to understand our visitor experience, with a particular focus on identifying the behaviours, systems and processes surrounding the delivery of service to visitors. We used this work to secure $36.6m in funding from Victoria State Government.”

Seb Chan, Chief Experience Officer
Australian Centre for the Moving Image (ACMI)

Build empathy

“The level of empathy this work creates with its audience is really excellent! This should put us in good stead with our stakeholders; internal and external. Thank you for your help and efforts till date.”

NSW Government client, August 2018

$100k value in two days

“I think we got more insights from interviewing 16 customers, than we did from spending around $100K on our employee engagement survey which covered all employees.”

HR Director
Justice sector

Curious how we can help? Let’s chat.