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.

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.

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.

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.

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.

Have you ever heard the phrase “this is how we do it here?” Just because something has been done a certain way for a long time, does not mean it is still the most efficient. It’s hard to see your inefficiencies from your client’s perspective when you’ve created the experience.

Have you heard the story of the janitor at NASA responding to President Kennedy? He said that his job was putting a man on the moon. That is exactly what we are after - a connection between everyone’s role and the organisational mission.

Your CRM should be part of every step in your end-to-end customer journey. What does a great CRM design look like? Find out here.

Designing services is complex. But there are some keys to designing ‘multi-customer’ services that you can to bring into the centre from the very beginning to make it easier.

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?

When we understand our end-to-end customer journeys and their true health, we can start to see where the gaps are and where we need to invest. The experiences we create are based on the services and processes that deliver them.

How many different products does your company offer to your customers? Probably more than 5? If you’re a financial institution or a government agency probably even more! And have you ever thought about the different experiences that your customers have when they access each of those products?

Imagine a world where our PROCESS & TECHNOLOGY are simple and empower our SERVICES to create a great digital delivery. When you say it out loud this sounds like a simple task however these functions operate in different areas and often, having a common goal or approach doesn’t quite happen according to plan- even with the best intentions. Why?

It’s no secret that customer experience is a key factor for selecting the businesses we want to deal with, as consumers or as employees...

Did you know that design-led companies have increased revenue at almost twice the rate of their industry counterparts in the last 5 years? In a McKinsey Quarterly report titled “The Business Value of Design,” it was found that 300 publicly listed companies have demonstrated a substantial increase in revenue due to their design-led initiatives. Now, this is not an easy journey, but it’s definitely worth it.

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.