Outstanding experiences don't happen by accident;
They're designed.

Thinking for CX leaders who want to drive customer-led change

Organisations don't always have a systematic process to create ongoing experiences that customers truly value. This collection of articles answers real business challenges that leaders face and provides solutions on how to create meaningful experiences where everyone wins.

Recent Design Thinking Customer Journey Map Service Innovation Research & Insights

White papers

We regularly write and publish White Papers to share our perspectives and insights generated from the work we undertake with our clients.

Customer service being written on a post-it note

Service Design Australia

The basics of Service Design. Excellent reading if you're struggling to move beyond the idea that improved service levels and increased profits are incompatible.

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Ideation is not innovation - wall of customer touch points and channels

Customer experience ideation is not CX innovation

Creating ideas (aka ideation) isn't the same as innovating. Why? Because true innovation creates real value, bridging the gap between nice to have and must have.

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Proto outside-in thinking graphic

CX outside-in thinking

User-centred design delves deeply into customer's unmet needs and wants. It's been used successfully overseas to retain customers in an increasingly competitive market. But why are Australian businesses reluctant to use it? Find out here.

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Proto employee identifying key themes on a white board

Designing outstanding customer experiences

As Australia's service economy continues to grow, the quality gap between what companies perceive their service experience to be and the reality (according to their customers) needs some serious attention.

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Two people holding up question mark signs against their face to depict customer study

Customer experience for franchises

Who is the customer? In the case of a franchise, it's not always clear. We uncover the ways experience design for franchise organisations differs from traditional business models and drive increased franchise revenue.

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View of a high-rise office block from below to show scaling CX

Brand-driven CX service innovation

How a global icon elevated their customer service standard to new heights by successfully combining the traditionally opposing forces of business rigour and design empathy.

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Happy customer making a transaction in a small boutique shop

Transform CX vision into tangible action

How to balance improved customer experiences and hard commercial sense? First you must ask the right questions, but it's what you do with the answers that really counts…read more here.

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Customer viewing metrics on an ipad to analyze CX Results

CX insights and business metrics = service innovation

Prove the commercial viability of your customer centric project and gain the trust of decision makers by using traditional management approved metrics.

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In the media:

Alan Kohler Interview with Damian Kernahan 07 March 2019

Qantas talking business Alan Kohler

This week, Damian had the pleasure of speaking to Alan Kohler on his Podcast, 'Talking Business', about how Proto pioneered the introduction of Service Design to Australia, how the industry has changed over ten years...

Chris Smith Interview with Damian Kernahan 06 March 2019

2GB Chris Smith show interview

When a new product comes onto the market, whether it's a car, a mobile phone, some fitness gear, furniture, it goes without saying that it would have gone through some extensive testing. Products are given all sorts of tests like being dropped, crashed...

Money Magazine interview with Damian Kernahan 01 March 2019

Are you being served?

When a designer tests a new product like a care or a computer, they build prototypes and give them hell. Crash them, drop them, hand them to people to poke and prod. It's all done in the name of fixing faults and proving reliability so they are...

Proto Employees during co-creation workshop 14 February 2019

Why you can't afford to fail at CX in 2019

In 1976 Apple launched. The business would go on to change the game, setting the bar for customer experience (CX). Seamless customer experience and intuitive designs gave customers exactly what they wanted, making other service experiences...

We've also been featured in: Inside Small Business Startup Daily Dexus KBB Digital

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