Organisation design (2)

I love this question! Simply put, successful service design delivers outcomes that matter to all the users and stakeholders of a service.

At Meld Studios we use our company as a live prototype for testing contemporary organisational theories and models—we eat our own dog food.

Imagery from HUMAN by Yann Arthus-Bertrand

Culture is a hot topic. Not only has the connection between organisational culture and profitability been firmly established, but also boards and executives are learning the increased personal accountability they have for culture.

Most people in most organisations are in a fairly unenviable situation – their organisation is switching on to “customer-centricity”, yet they have absolutely no direct interaction with customers to provide insight into their actions and decisions.

Having spent the best part of the last year peering from behind the sofa at the outpouring of cultural and customer ugliness revealed by the Hayne Royal Commission, the past week has seen some cause for optimism for those that care about organisational culture and customer outcomes.

Most organisations have a well-intentioned purpose or mission that is their foundation stone. The purpose defines their reason for being – this is why we established our business, this is what we set out to achieve, it is what we collectively strive for. The purpose is aspirational and...

Animal metaphors are common in business circles. The other day Karina and I were discussing the type of work we do around organisational culture. We spend an increasingly large amount of time talking about tigers, elephants, Trojan horses and the impact these ‘Trojan horse’ projects really have on...

I have just published an article over at Medium based on the talk I gave at this year's UX Australia. The article captures my reflections on the role human-centred designers should be playing to help organisations become better versions of themselves.