Qualitative insights make quantitative data penetrable. A brief post on the importance of revealing the story behind the data....
A group of the Meldsters are pleased to have tickets for Scott McCloud at the Sydney Opera House on Sunday 21st August. ...
Keeping the internal and external worlds separate may appear like the only, or the simplest way to do things, especially for highly fractious, silo-ed organisations, but this approach often results in disjointed services where the investment in designing the customer experience can be completely undermined...
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...
How do you turn inspiration into action? How do you learn from failure? How do you help organisations to innovate? These were some of the questions posed at IF Talks - Making Ideas Happen – a ‘deliberately small’ gathering of thinkers and doers in Sydney on...
The design of customer communications needs to target customers with 'the right information, in the right place, at the right time'....
It gives us great pleasure to be able to launch the new Meld Studios website [I feel a bit like the Queen launching a new ship - minus the champagne on a rope]. ...
Designing great experiences requires an organisation to design not just a series of artifacts, but also to design the things that go on in between those interactions. ...
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....
The experience delivered by a product or service can be a source of competitive advantage and business value through innovation. Experience designers – using the empathy they generate with customers during primary research, and the understanding of the customers’ broad context ...
