Service Innovation

We transform how organisations design and deliver services. Our service design practice brings together strategy, research, and design to create services that work—for users and for the organisations that deliver them. From co-design workshops through to service prototyping and spatial design, we help teams move from insight to implementation.

Service design
Co-design
Service prototyping
Spatial design
Customer experience

Featured case study

Supreme Court of Victoria

Empowering Court Users: A UX Strategy for Accessible Justice at the Supreme Court

We worked with the Supreme Court of Victoria to re-design their user experience. The archetypes we developed are now used as a training tool for staff, so that they can continue to sustainably improve their user experience themselves.

Roya Azadi, Strategy Director, and Reuben Stanton, Managing Director, stand in front of two white board sharing findings as part of the Supreme Court of Victoria project.

Our approach

We start by understanding the current state—mapping the service as it exists today, identifying pain points and opportunities. We involve the people who use and deliver the service throughout, because they know things that research alone won't reveal.

We design through making—creating prototypes, testing them with real people, and refining based on what we learn. Our service blueprints show the full picture: customer journeys, touchpoints, backstage processes, and the technology and policies that make it all work.