I’m told that one of the greatest skills I have is the ability to translate my day-to-day interactions into lessons on how to become a more customer-focused organisation. Useful? Absolutely!
Hundreds of times each day I find myself observing ordinary interactions from the outside – seeing different perspectives on the situation. By doing this, I’ve learned that it’s often the little things that make the difference to our experiences – a well-placed sign, a pause to listen, a quick check of quality or a little empathy. Simple things, but a critical part of a customer-focused strategy.
These observations of ordinary life provide great insights, and help me work with clients to design great organisations and experiences.
These observations are my 3rdViews. What are yours?
Adapting to remote facilitation
As experienced facilitators, the 3rdView team loves nothing better than bringing participants and a problem together in a room for a conversation. Thanks to remote working, we’ve enjoyed testing and translating our facilitation fundamentals in [...]
It’s time for a Human-Centred approach
It’s interesting to see how we take things for granted until they are taken away, and how we adapt when they’re gone. It’s early April 2020 in Brisbane and change is all around us. For [...]
Focusing on Humanity
The first quarter of 2020 has challenged everyone in our community. We’ve seen bushfires and floods. Now COVID-19 is creating health, employment, and financial uncertainty like never before, and we have no idea how long [...]
Design learnings from a visit to Japan
In early April 2019 I was lucky enough to visit Japan for the first time on a family holiday. Our top priority was enjoying the spectacular Japanese scenery with the cherry blossoms in full bloom. [...]
A (retroactive) history of Service Design styles
Brett Camilleri graduated from QUT with a MPhil (Service Design) before joining 3rdView. Inspired by 3rdView office banter he considers... "How do classic design styles correspond with modern services?" As a design nerd, I found [...]
3 ‘Customer’ questions every CEO needs to answer
Are customers really important to your organisation? Make sure your executives can answer three critical questions... The Australian banking royal commission has placed consumers in the spotlight. We’ve heard countless stories of consumers who have lost faith [...]
Engage a Design Partner: What’s stopping you?
Design is still a new approach to problem-solving in many organisations. Engaging a Design Partner will kick-start your program, so what's the secret to ensuring your first engagement is successful? In a recent round of [...]
3 places for ‘Design’ in Schools
3rdView is passionate about both Design and Education. As we head Back to School for 2019, it's a great time to consider where we can encourage Design in our schools! Next week Queensland schools will [...]