← INTERSECTION18 Conference Prague, September 6-7, 2018

Iain Barker Karina Smith


Growing Human-Centred Design Across Queensland Government, Australia

Thursday, September 6
14:15 – 15:00
Conference Room

→ Slides → Video


Iain Barker
Co-Founder and Principal, Meld Studios

Karina Smith
Principal, Meld Studios

Queensland Government faces complex service challenges that design is uniquely placed to address. With a drive to put customers at the centre service delivery, the Government is on a journey embed design practices at scale in order a more customer-centred approach to designing and improving government services.

Meld Studios worked alongside OSSSIO and other state government departments to apply an human-centred design approach to developing a framework for building design capability. This resulted in a solution appropriate for and specific to the context of government, accommodating the diversity of roles, existing processes, culture and constraints.

We co-designed a capability building framework that contextualises human-centred design specifically within government, acknowledging the nuance of operations and integrating with existing processes. We engaged with staff in a diversity of roles and levels across government agencies to create a shared understanding of the environment in which services are created and delivered including people involved and existing processes. Together we identified the factors that contribute to the successful adoption of design, and the constraints and challenges unique to the government context.

This approach to embedding a human-centred design mindset and practices was piloted on a series of live projects with design problems that involved customer service centres, culture change, physical and digital service experiences, from research through to prototyping and testing of concepts.

Our work has had a huge impact on how staff across agencies and partners to Queensland Government work. This work won Best in Class for Service Design and Good Design Award® of the Year at Australia’s Good Design Awards. You can read more about that here: Meld Studios awarded Australia’s top Good Design award