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:

The name Nicholas Feltron will be familiar to many people, many more than might have thought they'd be interested in looking at graphs. His annual reports graphically chart the story of his year: from the food he's eaten (30% animals with fins; 37% with legs in 2007) to the cumulative miles...

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.

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 April 20. For many (see Twitter...

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...

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...