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.

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.

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.

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.

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.

- 6 steps to turn the ship around -

Human-Centred Design and Continuous Improvement are a match made in heaven. How do you bring them together to really design the life cycle experience?

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…

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.

We’re passionate about embedding and driving sustainable change, but at the heart of our focus is our dedication towards making a real difference to your customers and your people’s experience. This is what drives me and the team, this is our approach. It is centred around ensuring that you have the right pieces of the puzzle to make sure that your transformation is successful and sustainable.

The magic triangle, what is it I hear you ask? It’s similar to the Bermuda Triangle, a mysterious area where things of significant value can disappear without a trace. In our case, instead of being lost at sea between three geographic locations, our magic triangle is the link between three pillars within our organisations.

How are you going to deliver a new experience while having to save costs at the same time? Don’t worry, we’ve got you covered!