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.
We regularly write and publish White Papers to share our perspectives and insights generated from the work we undertake with our clients.
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.Download the PDF
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.Download the PDF
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.Download the PDF
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.Download the PDF
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.Download the PDF
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.Download the PDF
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.Download the PDF
Prove the commercial viability of your customer centric project and gain the trust of decision makers by using traditional management approved metrics.Download the PDF
07 March 2019
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...
06 March 2019
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...
01 March 2019
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...
14 February 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...
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