Customer experience (3)

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...

Since joining Meld Studios as a designer I have helped build and create current and future state maps, road maps and sketches that communicate abstract concepts, processes and interactions. The maps I have worked on help organisations see the ‘50-foot view’ of their organisation: who plays a part...

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.

In the third of the our business of design series I spoke to Alex Nisbett, Project Manager for the Spectator Experience at the London 2012 Olympic and Paralympic Games.

We first shared this diagram back in 2012, when Iain Barker and Kimberley Crofts visually contextualised the work we do and the impact it can have on customer experience, staff experience and organisations in general. Back then we used this diagram to explain what customer experience, service...

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.

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 experience of a lot of people, and changing for the...

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 for consumers when paying for things....

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.

The other day I was sitting down with a client to discuss the potential for creating a qualitative research program to support a long-term program of work that impacts the work life of thousands of internal staff. As we were discussing the merits and necessity of taking on this work, the client...