Service design (3)

Service design is playing an ever increasing role in large systemic changes in which there are human elements. A systemic, service design approach could support the roll out of the NDIS (National Disability Insurance Scheme) for individuals with mental health needs. It is critical to ensuring that...

In April 2016 I had the opportunity to attend the Design & The City event in Amsterdam. It was a 4-day event with local universities, agencies and municipalities hosting talks and workshops across the city. The main conference saw a number of interesting projects presented and it was refreshing to...

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...

When I was 15, my neighbour introduced me to her garden. As she walked me through, she pointed to a plant and said, "That's a hosta". Suddenly, from her naming one plant, my eyes could actually see that I was surrounded by hostas. It was in that moment that I realised I had been surrounded by...

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...

At UX Australia 2014 I spoke about the opportunities and challenges of applying user centred design sensibilities beyond the design of just digital things. The following is an abridged version of the talk. The slides and audio are also available.

Companies transitioning to service design from UX run the very real risk of projecting a skill set and perspective onto a problem space that is much more than an extension of UX and digital.

Recently Meld Studios partnered with the State Library of Victoria to help envision a way it might do things differently (and better) in the future. A future where the services they offered remained relevant to customers and created positive experiences for visitors and staff.

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?