At Three6, we know great customer experiences drive loyalty and growth. By blending human-centred design, data-driven insights, and inclusive collaboration, we create genuine connections at every touchpoint. Together, we'll optimise processes, empower your team, and keep evolving to meet customer needs. Let’s transform how you engage and turn customers into loyal advocates—while having some fun along the way!

Coming very soon... A new implementation model!

Service design principles offer a powerful framework for purpose-driven organisations aiming to maximize their impact and streamline operations. By integrating these principles into operations management, organisations can overcome common challenges, enhance their processes, and better serve their communities and customers. The 5 principles of service design, such as user-centricity and co-creation, play a crucial role in guiding these improvements. Let's delve into the service design process, share some examples with you, and explore how taking a service design methodology that can lead to transformative change. Join us as we uncover how these strategies can unlock unprecedented efficiency and effectiveness for purpose-driven organisations.

It's not news that the way an organisation works impacts directly on the quality of the services they offer. And if you want to create social impact and deliver great customer value, as I am sure you do, then we need to make sure you are set up for success.

At the heart of every successful organisation lies a delicate dance between culture and process. Like two sides of the same coin, they influence and shape each other in profound ways. But for many people, the age-old question remains: does culture drive process, or does process drive culture?

Stakeholder management is vital to the implementation of a project. But it's also vital way before that! In this blog post, I draw from a recent case study to demonstrate the value of stakeholder management at every project phase.

We worked with a client on their five-year strategy. More importantly, we then worked backwards to see how we can work towards it starting today. In this post, we use this case study to explore design concepts like 'futures thinking' and 'backcasting', and how they can help us create the future we want.

In celebration of our fifth birthday, we look back at why we were created to begin with: There's a gap in the market: the focus to improve the customer experience often competes with cost reduction and efficiency creation. But that doesn't need to be the case! These two approaches not only can, but should work together to create great customer experiences while increasing efficiency.

This blog post is the second in a series designed to help address the requirements of APRA Prudential Standard CPS 230. Today, we cover the "how" of integrating Risk, Supplier, and Business Continuity Management with 7 key strategies.

What if healthcare were driven by the patient experience instead of by policies? A Physical Rehabilitation Clinic I worked with did exactly that. In this blog, we'll explore how service design can transform healthcare experiences and outcomes for both patients and healthcare providers, all while respecting policies and ensuring quality.

With CPS 230, integrating Risk, Supplier Management, and Business Continuity Management is no longer optional. This blog post looks at the components of this integration and explores why integration is so important.

A leading Australian university's Risk & Compliance team wanted to improve the services they provide internally. Collaborating with them, we took a holistic and people-centred approach. This not only enabled the uni to manage their risks and compliance with ease, our approach also minimised risk at each step along the journey.

Combining human-centred design and process improvement can help you achieve the shift in your organisation's culture, processes, and systems necessary for a digital transformation, while keeping your customers at the forefront. In this blog, we share our secret recipe for a successful Digital Transformation.

Productivity is essential to create financial stability. Let's demonstrate the importance of productivity through a recent case study.

Strategies can no longer be set from the top and expected to be successful. They need to engage at every level and to do that, you need a Human-Centred approach.

Places can facilitate connection. They can engage, inspire, and stimulate people. By viewing places as services, we can apply a service design lens to the design of places. We explore placemaking and how well-designed places can delight.

Change is no longer just about providing people with new technical skills. It's also about supporting individuals and organisations to move toward their North Star, their desired culture and their ever-evolving end state. Societal change is escalating. Organisations are trying to work out what new ways of working look like. This must go beyond the number of days in the office; it needs to understand how we can support our employees to be resilient, innovative, collaborative and engaged.

Earlier this year, I went from a massive corporate to Three6, a small business. It's been quite an adjustment, but as I've grown personally, so has Three6 as a company. Here's my look back over the ways we've grown throughout 2022.

Understanding the problem. Designing impactful solutions. Making it stick. Having one or two is good, but bringing all three elements together is where the magic happens. It requires thought and planning, but with all three, your initiatives will really make a difference.

The more complex a problem is, the greater the chances that we’ll miss something. However, taking a holistic approach and being flexible in how you approach methodologies can improve your chances of designing a solution that sticks, without arguing over which tool or methodology to use.