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.

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.

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.

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.

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.

20/01/2018 was one of the scariest days of my life, and today… 4 years later, I can’t help but smile...

Prioritisation is challenging because it means that you need to leave features or projects for later, but it also means that you are delivering, adding value to your customers, and keeping your stakeholders engaged and happy. Find out where to start here.

Change is hard. If nothing else, 2020 has forced us out of our comfort zones and propelled us in and out of changes in every dimension of our lives. What can we learn about ourselves and our workplaces when we reflect upon how we navigated these disruptions? Perhaps we start at the top…

Strategy is an often-overused word. Everyone has a strategy. Everyone is building their strategy and having strategy days to bring together the team to work out what are the key priorities and how they are going to achieve them. But before we start planning, we need to ensure that our strategy is taking us in the right direction. Is it really helping us to achieve our vision, and build the customer experiences that we have designed and tested?

Our EXPERIENCES are meaningful and help us deliver our PURPOSE motivating our people every day. So how do you ensure that the experiences you deliver are aligned to your purpose? You need to clearly understand the purpose that you have and what that purpose means. Read more here.

Let’s face it, whether you’re a brand new employee or the CEO – we all know that work is changing to some extent right now – and will continue to change for the foreseeable future. One of the things that most people are blatantly aware of is the need to reduce costs and to deliver sustainable transformations, whilst rebuilding the employee experience. At the end of the day, it’s our people who are the ones who will deliver the transformation.

What customers experience and see is just the surface. Having a nice app is great, and it’s very important if that’s the way that your customer access your services, but that’s not all you need. You need to ensure that your company is ready to deliver what you promised- you need to connect your processes and technology with your customer experience.

As leaders and members of our organisations, we have a major role in how we contribute to the wellbeing of our people, the future prosperity of our businesses and the community in which we operate.