Customer experience (2)

The 10th Liveable Cities conference was held on 10-11 July 2017 in Brisbane. The focus was on making cities more healthy for the people who live, play, visit, and work in them. There were four strong themes which emerged from the presentations I attended.

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 providing...

The 2016 Australian census was nothing if not controversial. For those outside Australia, most of the controversy relates to whether the names and addresses of the public should be retained along with the statistical data. Previously, unless you had specified you wanted your name kept for...

In late 2015 Meld worked with the Australian Centre for Moving Image (ACMI) in Melbourne to help them understand the current visitor experience. I was fortunate to be invited to co-present on this project by Seb Chan, ACMI’s Chief Experience Officer at the Museums and the Web conference (MWXX) held...

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:

In March 2014 Meld worked with the State Library of Victoria to re-design the Library’s service model and improve the customer and staff experience. The new service model re-zones the library’s spaces to better align with designated services, integrates digital and on-site services, simplifies...

I read a couple of things in today's Australian Financial Review that I felt like sharing. They quoted business management guru (their phrase) Tom Peters in an article entitled 'Liberal arts sensibility adds human touch'. Particularly interesting for us designerly types were the following:

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?