Nowadays, Personas are a familiar and widely used design tool. Their popularity is rooted in their ability to build empathy by highlighting the ‘why’ behind peoples’ behaviours. Practitioners who think about the needs of a fictional persona are better able to infer what a real person might need. Personas also help prevent ‘self-referential design’ … Read More
Employees are looking for more from their place of work than just a company’s reputation or a big paycheck. What distinguishes workplaces and makes them more desirable is the culture instilled in everyday practices which address not only the physical needs but the emotional needs of employees. But everyone has a role to play, … Read More
We put the question, ‘How are leading organisations dealing with significant change?’ to three guest speakers from Westpac, Atlassian and NSW Department of Finance, Services and Innovation at the latest event in our breakfast series ‘New Ways of Working’. We heard the speakers discuss disruption, new business models, ecosystems, human centred design and digital … Read More
With so many major developments underway, NSW Public Transport is now more than ever before a major focus of public attention. Almost everyone has something to say: the public, media, politicians and it’s got us thinking – how does the rest of the world do it? As the population expands, our infrastructure must also, and … Read More
Ken Rogoff’s recent op-ed laments the glacial pace in which universities worldwide are changing, quickly falling behind global developments in technology and artificial intelligence to deliver a stagnant and ‘boring’ learning experience. If universities are seen to be leading innovation through research, why is there such a large gap between the groundbreaking findings of academics … Read More
Customer personas have been around for many years, as a useful design tool to understand customers and create better experiences. They typically rely on a body of customer research, and on having skilled designers capable of identifying the patterns and traits which are most meaningful to the situation at hand. So can we create a … Read More
Last week, we ran another of our regular CEC Breakfast event series. Steven Issa, Director Service Centres of Service NSW, presented to our early morning guests. Steven shared the exceptional customer experience journey that Service NSW has gone through, which started in 2013 with a Voice of the Customer survey. Steven elaborated on how the … Read More
Recently we worked with a company that was in the thick of disruption. It was so affected that only 42% of employees thought the company was in a position for success in the next three years. Less than half of the company (49%) saw themselves working there in the next 2 years, and although … Read More
It is easy to recognise a great digital experience, but the rules for success extend beyond the user interface. The implications of digital transformation reach deeply across business models, products and processes. When it comes to digitising your product or service, how can you ensure the experience lives up to the potential of the medium? … Read More
CEC recently hosted the Design as a Strategy Forum at our Sydney Design Centre I had the pleasure of welcoming participants to our venue and I spoke about true innovation being not just something new for it’s own sake – but a better way of solving a problem. The big innovation stories today are coming … Read More
