In late 2015 Meld worked with the Australian Centre for Moving Image (ACMI) in Melbourne to help them understand the current visitor experience. I was fortunate to be invited to co-present on this project by Seb Chan, ACMI’s Chief Experience Officer at the Museums and the Web conference (MWXX) held...

I have posted previously on the use of positive language in critiquing work – the power of 'YES, AND…". In this post I explore a few ways in which the limitations of language can lead to misunderstanding.

This morning Janna and I attended the launch of Lauren Tan's new book. Design Transitions looks at the changing nature of design practice through the eyes of 42 design studios from around the world.

As consultants we have to quickly understand the complex interactions of people, processes and products of our clients' businesses. This '50 foot view' is something that our clients often say they've never seen before yet is of real value for sharing project and system knowledge with the wider team.

Basic curiosity is one reason why I love the radio programme This American Life, but it's also because of the expert storytelling craft of the host, Ira Glass, and his fellow producers. It was this storytelling craft that Ira Glass spoke of during his sold-out Sydney Festival shows in January of...

We're working on a complex project at the moment that involves redesigning the customer experience across a variety of interactions: from face-to-face meetings to follow-up phone calls and printed communications. There's much debate in the office as to the right level of contact that a business...