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...

(Republished from interaction.ixda.org)

I had the fortune of presenting on a topic of great interest to me - context - at UX Australia this past August. I was inspired to think about how we can best design with different levels of context in mind. Using Ray and Charles Eames' "Levels of Ten" short film as a model, I discussed how zooming...

In order to deliver appropriate service to your customers, and for your customers to receive and experience the service as you intend, service mapping can provide you with three things:

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...

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.

We're working on a complex project at the moment that involves redesigning the customer experience across a variety of interactions: from face-to-face meetings to follow-up phone calls and printed communications. There's much debate in the office as to the right level of contact that a business...

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.

We attended the Service Design Network conference in Berlin last week, where Service Design practitioners from around the world (mostly Europe) gathered to share their insights. Here are 6 high-level takeaways:

The current issue of Interactions magazine contains an article of mine that looks at the qualities of design. In particular, those qualities that make it better suited to solving complex problems than other problem-solving approaches.