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    Rigorous process does not equal great service experience

    December 19, 2011 In Customer experience, service design By Iain Barker Comment (1)

    Overly rigorous processes are the enemy of meaningful customer experiences. Sounds counter-intuitive doesn’t it. Surely human delivery is the enemy of efficient processes, hence why so many organisations try to take the human out of service delivery altogether either by actually replacing them by...

    Reflections on 2011

    December 19, 2011 In Musings By Iain Barker Comments (0)

    2011 has been an exciting year for Meld Studios. The following are some of the highlights of the year. 1) We are twice as big as we were last year Not that size is everything and at this time of year this is generally the kind of reflection that initiates massive dietary correction for the new...

    Reflections on 2011

    Scott McCloud at the Sydney Opera House

    June 15, 2011 In Musings By Iain Barker Comments (0)

    A gaggle of Meldsters (I think that's the correct collective term) are pleased to have got tickets for Scott McCloud's upcoming session on "understanding comics" at the Sydney Opera House, Sunday 21st August. As the program says...

    Scott McCloud at the Sydney Opera House

    A service design approach is required to deliver great customer experiences

    May 29, 2011 In Customer experience, service design By Iain Barker Comments (3)

    Internally focussed business tools, processes and systems are often thought about and designed in isolation from the design of the things customers interact with. Or to put this another way, projects that focus on improving the customer experience often don't fully consider the tools, processes and...

    A service design approach is required to deliver great customer experiences

    Mapping a service at Service Design Australia

    May 10, 2011 In service design By Iain Barker Comments (0)

    Janna and I spoke at Service Design Australia on the topic of mapping a service. The presentation covered service mapping as a process for capturing what a service is, service mapping as an artifact for expressing a service, and service mapping as a tool for use.

    New Meld Studios website

    April 04, 2011 In Musings By Iain Barker Comments (0)

    It gives us great pleasure to be able to launch the new Meld Studios website [This makes me feel a bit like the Queen launching a new ship - minus the champagne on a rope of course].

    The impact of "undesigned" service experiences

    March 18, 2011 In Air New Zealand, Customer experience, service design By Iain Barker Comments (0)

    Organisations that otherwise pride themselves in delivering exceptional customer experiences, can be myopic to the design of less tangible aspects of their services. Although invisible to the organisation, these can be very visible to customers and have a dramatic impact on their overall experience.

    The impact of

    Presenting at Intranets 2011

    March 18, 2011 In Presenting, Customer experience, service design By Iain Barker Comments (0)

    I will be talking at Step Two Design's Intranets 2011 conference in Sydney in May. During the talk I will be drawing connections between customer experience, service design and intranets.

    We're presenting at Service Design 2011

    February 02, 2011 In Presenting, service design, announcement By Iain Barker Comments (0)

    Janna and Iain will be presenting at Service Design 2011 in Sydney on 3rd May. I believe tickets to the event are available now (apparently quite limited, so get in early!)Our presentation will focus on mapping services. To quote from the program:

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