Thoughts - Meld Studios

The customer experience, service design and organisational design diagram

September 4, 2012 In Customer experience, Service design By Iain Barker Comments (1)

A while ago we created this diagram to articulate the work we do. We are now making it available through a Creative Commons License...

Interview with Steve for the Interaction Awards

August 30, 2012 In Interaction design By Iain Barker Comments (0)

A brief interview with Steve Baty about his role as a juror for the 2013 Interaction Awards....

Innovation success – tip #1

August 24, 2012 In Design, Innovation By Steve Baty Comments (0)

[This is the first in a series of short tips to help improve the success of your innovation work.] Tip #1: When conducting research to inform your innovation project, don't focus too narrowly on your current customers; or even those of your competitors. Try to understand...

Small scale private failure, large scale public success

August 21, 2012 In Design, Innovation By Iain Barker Comments (0)

My attention was drawn to Nordstrom's Innovation Lab that combines Design Thinking, Lean Startup, agile and lean thinking methodologies...

7 ideas for innovation in banking services

August 16, 2012 In Service design By Steve Baty Comments (10)

Australia's banking industry is ripe for disruptive innovation, and has been for many years. The Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry provided stark examples into why this is the case. Despite continuous attempts at improving financial services, big innovations...

Reading list (Innovation): 7 ways to disrupt your industry | fastcompany.com

August 10, 2012 In Customer experience, Design, Innovation By Steve Baty Comments (0)

Back in April Bruce Kasanoff and Michael Hinshaw published 7 ways to disrupt your industry on fastcompany.com. I've been going back over it in preparation for my upcoming workshop and talk at UX Australia - Sources of innovation. The article looks at ways to disrupt an...

Can workplace transformation optimise the office?

August 3, 2012 In Service design By Jonathan Yang Comments (0)

From the machines of the industrial revolution to the Modernist era where the office cubicles reign, technology and new innovation has continued to play a key factor in the shaping of the environment in which we work. We’re once again at...

How we saved a client from a $1bn mistake

July 27, 2012 In Customer experience, Service design, What's been happening By Steve Baty Comments (0)

We recently had cause to look back over two and a half years of projects and reflect on the impact we've had as designers, and as a company. Quite a few projects stood out for us, highlighting the positive influence we've had on the day-to-day...

The customer experience of payment is undergoing a revolution

July 26, 2012 In Customer experience, Service design By Steve Baty Comments (2)

Prepare to see a huge shift in the way you pay for goods and services as the battle for dominance in the payments processing market heats up considerably. PayPal, Google, Visa, Mastercard, and EFTPOS are all pushing hard to become (or remain) the first choice...

Using Service Design on Internal Project

July 17, 2012 In Customer experience, Design, Service design By Iain Barker Comments (0)

I want to share an internal project that I and one of our interns (Derek Lau) have been recently working on with the objective to learn about trends and opportunities in the area of air travel. Due to the nature (small) of the project and the...