Service design

    Service design

    Design better services, experiences and systems

    We partner with you to design the best possible service, experience or way of working within the constraints of your environment. We use tools and tactics to unlock innovative ideas and, more importantly, bring those ideas to life.

    Since 2009 we have designed services, experiences and systems for 200 organisations across 15 industries – including health, education, museums, transportation, infrastructure, financial services, and government.

    Service design

    How we work

    • We immerse ourselves in opportunity and problem spaces.
    • We create engaging communication tools to share findings.
    • We collaboratively explore and prototype solutions.
    • We obtain buy-in for visions and prioritise the roadmap.
    • We create greater value for customers, staff and stakeholders.

    What it’s like to work with us

    • A true partnership – We work ‘with’ you, not ‘for’ you.
    • Connected – We help you work with your stakeholders.
    • Optimism and pragmatism – We think the best, but are realists.
    • Tangible – We bring ideas to life so they can be understood and critiqued.
    • Transparent – We will be honest with you at all times.

    Related case studies

    Creating ASICs Financial Wellbeing Network
    Service design

    Creating ASIC’s Financial Wellbeing Network

    One in three Australians find dealing with money overwhelming, and nearly half of Australia’s 12.6m workers worry about their financial situation. In response, ASIC designed their Financial Wellbeing Network; a service bringing together a diverse group of organisations all helping Australians to be in control of their financial lives.

    Good Design Award

    City of Sydney
    Service design

    City of Sydney – Visitor information services

    Meld was engaged to reimagine the end-to-end service experience of visitor information needs.

    Building towards a more sustainable
    Service design

    Building towards a more sustainable and energy-efficient future

    New homes are a major contributor to global warming. While builders in New South Wales are designing energy-efficient homes to address this problem, they struggle to sell the benefits to homebuyers. This service engages builders and homebuyers to co-design solutions to this challenge.

    Good Design Award

    Transport as a service in Sydneys North West
    Service design

    Transport as a service in Sydney’s North West

    We worked with customers and transport stakeholders to orchestrate how all modes of transport and mobility come together as a service ecosystem. This project received a Gold award at the 2019 Good Design Awards for excellence in public sector service design.

    Good Design Award

    Redesigning the Fortitude Valley housing service centre
    Service design

    Redesigning the Fortitude Valley housing service centre

    This multi award-winning transdisciplinary design project transformed a Queensland housing service centre into a welcoming and safe environment. The centre experience is now supported by an improved service model which recognises staff expertise, empowering them to provide client-centered support. The process is being used as a model for all future centre design.

    Good Design Award

    Designing the 2021 Census experience
    Service design

    Designing the 2021 Census experience

    The Australian Bureau of Statistics (ABS) is committed to delivering a better Census experience. The ABS Census team invited Meld Studios to help them explore and define a joined-up, end-to-end, cross-channel experience that enables more people to successfully self-complete the Census; and build human-centred design skills within their team.

    Reimagining a cultural institution
    Service design

    Reimagining a cultural institution

    A multi-award winning initiative to reimagine a cultural institution for the 21st Century. Meld Studios helped the State Library of Victoria to define their future state vision, including how the building could be reimagined to support new services and the enhanced use of technology.

    Good Design Award

    Improving wayfinding at Melbournes busiest train station
    Service design

    Improving wayfinding at Melbourne’s busiest train station

    We helped Public Transport Victoria design, prototype and test digital signage at Flinders Street Station.

    Curious how we can help? Lets chat.