In the second of the our business of design series we talk to Yasser Rashid, Head of User Experience and Design for TV & iPlayer, Radio & Music at the BBC.

Today sees the publication of the first in a series of interviews we're conducting with designers and design-minded individuals plying their trade in senior roles within organisations. We are collecting the interviews under the title of "The Business of Design".

We first shared this diagram back in 2012, when Iain Barker and Kimberley Crofts visually contextualised the work we do and the impact it can have on customer experience, staff experience and organisations in general. Back then we used this diagram to explain what customer experience, service...

I want to share an internal project that I and one of our interns (Derek Lau) have been recently working on with the objective to learn about trends and opportunities in the area of air travel.

Overly rigorous processes are the enemy of meaningful customer experiences. Sounds counter-intuitive doesn’t it. Surely human delivery is the enemy of efficient processes, hence why so many organisations try to take the human out of service delivery altogether either by actually replacing them by...

2011 has been an exciting year for Meld Studios. The following are some of the highlights of the year. 1) We are twice as big as we were last year Not that size is everything and at this time of year this is generally the kind of reflection that initiates massive dietary correction for the new...

Internally focussed business tools, processes and systems are often thought about and designed in isolation from the design of the things customers interact with. Or to put this another way, projects that focus on improving the customer experience often don't fully consider the tools, processes and...

Janna and I spoke at Service Design Australia on the topic of mapping a service. The presentation covered service mapping as a process for capturing what a service is, service mapping as an artifact for expressing a service, and service mapping as a tool for use.

Organisations that otherwise pride themselves in delivering exceptional customer experiences, can be myopic to the design of less tangible aspects of their services. Although invisible to the organisation, these can be very visible to customers and have a dramatic impact on their overall experience.