HCD & Service Design

We have extensive experience helping public and private sector organisations across a variety of industries design services and experiences that are grounded in the needs of their customers.

We have extensive experience working in:

• State and Federal Government
• Healthcare
• Education
• Built environment
• Financial services

“The outcomes from Iain’s work on the customer experience and retailer experience project are directly informing our business changes in 2025 and beyond. I highly recommend Iain and will be using his professional experience in any future customer analysis work.”

Carl Hollis
Manager, National GreenPower Accreditation Program

What we do

Depending on your needs, we can:

• Scope and plan end-to-end projects.
• Lead discovery research, synthesis, problem framing and insights sharing.
• Create current and future state journey, service and system maps.
• Facilitate codesign and ideation.
• Lead prototyping and iterative design.
• Document and socialise the vision.

How we work

• We will work with you, not for you.
• We like making things tangible so they can be understand and discussed.
• We keep things low-fidelity so we can explore multiple options.
• We are equal parts optimists and pragmatists.
• We fall forwards fast and iterate quickly.
• We will be transparent and honest with you at all times.