Customer experience

Over the years, with fairly mundane regularity, we see organisations spending their time, energy and money trying to get better and better at the wrong things.

What are the Good Design Awards? The Good Design Awards are the highest honour for design and innovation in the country and reward projects across 12 design disciplines and 30 subcategories.

Customer centricity, journey mapping capability, and cross-function relationship building were the main goals of our work with Central Coast Council (NSW). We used the creation of current state journey maps for five key customer transactions as a way of bringing Council staff together and...

Customer experience (CX) has taken the world by storm, and rightly so. Customers have more choice, are more connected, more empowered and more conscious than ever, largely thanks to advances in consumer technology and the internet. Organisations have been scrambling to service customers and meet...

If it hasn’t impacted your role or organisation by now, it inevitably will. Customer experience has steamrolled it’s way into our professional and personal lives, but what actually is it and why does it matter? And perhaps more importantly, how do you apply it?

IDEO’s Venn diagram is one of the founding pillars of design as we know it, and it’s had a huge influence on my career. But it needs to be reconsidered.

If you’re an executive, it’s time to face facts. Fact is, if you never come face-to-face with your customers, you risk making the wrong choices about how best to serve them. Want to reduce that risk? Sit down with your customers and let them serve you up some real-life insights into what’s working...

Great to see our work with the Queensland Department of Housing and Public Works to co-design the Fortitude Valley Housing Service Centre win the "customer focus" category of the Queensland Government's 2018 Premier's Awards for Excellence overnight.

Here at Meld we are passionate about improving the everyday lives of people as they interact with the world around them. To do this we employ various methods related to human-centred design to better understand the impacts that environments and systems have on people, then work with them to turn...

Over five months in 2017 we coached over 40 staff from the Museum of Applied Arts & Sciences (MAAS) in human-centred design methods using a ‘design sprint’ process. The goal of each sprint was to generate and test ideas to improve the visitor experience in the museum.