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...

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...

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...

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...

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.

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].

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...

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.

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: