In customer experience, nothing has changed. And everything has changed.

In customer experience, nothing has changed. And everything has changed.

By Emily White

While the fundamental principles of customer experience are timeless, consumer expectations and behaviours are not. Friendly and efficient customer service no longer cuts it; consumers now expect personalised service. Speaking at a recent Mirvac Property Group event, our co-founder Chris Severn touched on why customer experience has changed, and how companies are responding. Why have … Read More

So, do you service design?

So, do you service design?

By Sean Lurie

Almost every time I tell someone I work in service design the reaction is an awkward smile coupled with slight head tilt and a slow, courteous nod. The blank, confused look in their eyes telling me that yes, I am about to explain to someone what it is I do. After explaining that service design … Read More

Why design thinkers need to care about blockchain

Why design thinkers need to care about blockchain

By Colin Smith

Last month, Blockchain hit the ‘height of inflated expectations’, with bloggers predicting the downfall of every industry from financial services to tertiary education, and even government for good measure. This is a stretch for a tool that essentially brings trust to the internet, by recording data in many places rather than just one. However many … Read More

The end of the road for customer journey mapping

The end of the road for customer journey mapping

By Colin Smith

I’ve just finished reading Altimeter’s excellent ‘2016 State of Digital Transformation’ report (1), and one stat jumped out at me: ‘Only 25% of companies undertaking digital transformations have mapped their customer journeys’. *Sharp intake of breath from the UX and CX purists*, but this sounds like progress to me. According to John Seely Brown, ‘the … Read More

Tick tock – Part two

Tick tock – Part two

By CEC

“A watched pot never boils” Is your wait time certain? Humans are great at imagining and complaining about things. We recall in vague terms the amount of time we’ve been waiting, (research suggests on average we overestimate waits by 23%). If you do not set expectations or provide clarity about the wait time your customers … Read More

Tick tock – time’s up

Tick tock – time’s up

By CEC

Most of us hate waiting. Our lives have been tainted with the negative experiences of waiting, but all most of us know about waiting is that we hate it. Companies know that customers hate waiting so much that they turn their physical queues into self-serve at every touch point. Unfortunately, this moves the waiting experience … Read More

Is there enough spice in the experience you design?

Is there enough spice in the experience you design?

By Rahul Kakkar

According to the ABS, 28% of current Australian residents (about 6.7 million) were born overseas, including myself. To illustrate this point, in the past I had often found myself to be the ‘token Indian guy’ at an Aussie BBQ. Surprisingly, on a recent NSW Government project, our Director found that he was the ‘token white … Read More

Who really owns the customer experience?

Who really owns the customer experience?

By Jake Blecher

Business silos are like rogue microstates. They‘re often a bit territorial, sometimes to the point that walls and minefields spring up along their borders, and occasionally relationships with their neighbours break down until they all but refuse to cooperate. When this happens they also have a tendency to announce that they are doing great on … Read More

The product trap, revisited

The product trap, revisited

By Laurence Crew

In my post from June, I talked about the importance of customer experience over product features, especially in commoditised markets like financial services and telecommunications. But a question remains – why do we even talk about products if we are really in the business of providing services? Is there any problem with this? The idea … Read More