Customer experience

If you’re an executive, it’s time to face facts. Fact is, if you never come face-to-face with your customers, you risk making the wrong choices about how best to serve them. Want to reduce that risk? Sit down with your customers and let them serve you up some real-life insights into what’s...

Great to see our work with the Queensland Department of Housing and Public Works to co-design the Fortitude Valley Housing Service Centre win the "customer focus" category of the Queensland Government's 2018 Premier's Awards for Excellence overnight.

Over the last few years we’ve done quite a lot of work with galleries, libraries, archives and museums (the ‘GLAM’ sector). During this time we have observed a change in attitude around a visitor-centred approach to designing experiences. What starts with scepticism moves to tacit acceptance and...

Something which is of constant surprise when working with large service organisations is how hard it is for them to recruit people for research. This difficulty is a data point in itself, as it indicates how much distance there is between service providers and the people for whom they are...

We are well past the point where we might argue whether specific industries will or won't be impacted by technology. The answer is a very firm: yes. We must now understand how the potential afforded by new technologies will change the shape of specific industries:

After years of working with people in large, complex organisations I’ve come to the realisation that the basis of passionate engagement is healthy positive relationships. 

As we introduce ourselves to new colleagues and potential clients, we are constantly reflecting on how we describe the work we do. How do we get people from zero to 60, understanding what we mean by service design and what that means for them or their organisation?

We began 2013 coming off the back of a few good months towards the end of 2012, and an otherwise ordinary year. In almost every respect 2013 has been different, and better. Our work is more diverse both in terms of type, scale and industry; there is more of it to speak of; and we have even more...

Every standard framework we adopt in our work is chosen to offer a new perspective on an old problem and, in some cases, better enable us to meet the challenges of the future. But in overcoming the blind spots of our old mental frameworks we often forget that we've introduced new ones.

We're very excited to be sponsoring the closing party/drinks at this year's Customer Experience 2013 conference - http://uxaustralia.com.au/customerexperience-2013/