Services

Service design

We are expert service design and innovation practitioners who partner with organisations to transform service delivery and customer experiences.


Featured case study


Scope Australia

Transforming service delivery in the disability sector

We helped Scope Australia transform the way it delivers therapy through co-design and market strategy – ensuring they could respond and embrace changes brought about by the National Disability Insurance Scheme (NDIS).

A father and son sitting together and reading a book.

What we do


Understand the current state

We work to understand your existing service experience, including the systems, processes and team structures that deliver it, in order to identify opportunities to improve customer and business outcomes.


Design the future state

With an understanding of customer and community needs, and business constraints, we work to prototype, test, and blueprint service experiences and the ‘back of house’ supports to deliver them.


Continuous improvement through data

We design monitoring and evaluation frameworks, bringing together existing data sources into coherent dashboards and reports that tell you whether your service is delivering its goals.


Want to deliver exceptional service experiences?

Get in touch

Subscribe to Paper Giant

Once a fortnight we share our thoughts on design-related topics, review thought-provoking articles and share what's happening in and out of the studio.

Three paper airplanes flying through the air into people's inboxes.
Paper Giant

Paper Giant acknowledges the Wurundjeri and Boonwurrung people of the Kulin nation, and the Ngunnawal people as the Traditional Owners of the lands on which our offices are located, and the Traditional Owners of Country on which we meet and work throughout Australia.

We recognise that sovereignty over the land has never been ceded, and pay our respects to Elders past, present and emerging. Aboriginal and Torres Strait Islander people are advised that this website may contain images and voices of deceased people.