Service design case studies
SERVICE DESIGN
Designing an accessible government building
In late 2023 we helped a customer-facing government agency make sure that people who are vulnerable to exclusion were genuinely included in the design of their new building, their voices heard and their needs understood.
SERVICE DESIGN
Understanding visitor experience to inform ACMI's architectural and digital transformation
Research with visitors, frontline staff and stakeholders provided rich insights to help ACMI secure $36.6m in funding for its revamp. The way in which we communicated these insights (as a visually-engaging and contextual experience map) also created significant, lasting value for ACMI staff and other museums around the world!
SERVICE DESIGN
Co-designing how to communicate the risks of illegally dumped asbestos
Involving audience members in the design of campaign messages made a significant difference to awareness and behaviours! Through this human centred approach more people are switched on to the risks of receiving contaminated ‘free fill’.
Service design
Designing services and tools to increase energy-efficient homes
We worked with homebuyers, builders and NSW Government to co-design services and tools to increase the number of energy-efficient homes across NSW.
Service design
Designing ASIC’s Financial Wellbeing Network
A collaborative approach motivated over 100 new organisations to join the network in a three-month period (40% growth), increasing diversity of members, participation and societal reach.
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.
Service design
Reimagining a cultural institution
A multi-award winning initiative to reimagine a cultural institution for the 21st Century. We helped define the Library's future state service delivery model, which attracted $81m to fund a major architectural and digital transformation.
Service design
Designing transport services in Sydney's North West
Customer research and prototyping informed an Integrated Services Plan (ISP) that addresses complex transportation needs and lays the foundations for an intergenerational behavioural shift towards public transport use.
Service design
Designing City of Sydney visitor experiences
Visitor research and prototyping provided behavioural insights to change the City’s visitor service model; and provided foundations for relationships with external partners.
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.
Service design
Designing the 2021 Census experience
We helped the Australian Bureau of Statistics (ABS) to define an ecosystem of services and experiences that would enable more people to successfully self-complete the Census. We were also deliberate about building the team's internal design capability along the way.