It’s time for a Human-Centred approach

2020-04-06T05:11:52+00:00

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 most people, ‘work’ has changed one way or another – got busier, gone remote, gone altogether. Just a month ago our economy was strong, kids were at school, holidays were being planned, and we could drop in to the local restaurant or coffee shop to catch up with friends and colleagues. Today we’re staying home and our human connection has been limited to our household [...]

It’s time for a Human-Centred approach2020-04-06T05:11:52+00:00

Focusing on Humanity

2020-03-17T06:33:51+00:00

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 it will last. We all feel vulnerable in some way, and each of us will react differently. In times like these it can be helpful to reflect on our core purpose, and focus on what really matters to us. For 3rdView, ‘Humanity’ is central to everything we do. We help bring human insights from customers and employees to business decision-making. Our Human-Centred approach connects people, [...]

Focusing on Humanity2020-03-17T06:33:51+00:00

Design learnings from a visit to Japan

2019-05-07T06:50:30+00:00

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. We weren’t disappointed and enjoyed the amazing sights, sounds, tastes and experiences throughout our two week adventure. As the trip unfolded it didn’t take me long to think about what it would be like to be a Human-Centred Designer in Japan and how it compares to Australia. In particular I noticed some aspects of life in Japan that were central to the customer experience. Japan’s [...]

Design learnings from a visit to Japan2019-05-07T06:50:30+00:00

A (retroactive) history of Service Design styles

2019-03-26T07:30:37+00:00

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 myself in a conversation with the other 3rdViewers about service design and its history. Whilst service design has matured as a discipline in the 21st century, it’s still quite new; if architecture is the grandfather of the design discipline, Service design is still ‘in utero’. When I think about the discipline, I realise that we’ve only just begun to write the history of service design. [...]

A (retroactive) history of Service Design styles2019-03-26T07:30:37+00:00

3 ‘Customer’ questions every CEO needs to answer

2019-02-04T02:22:48+00:00

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 in the system and the people who run it. It will take a long time to fully restore trust in the sector. There are many learnings for the financial sector. This is also an opportunity for executives in other organisations to ask critical questions about their culture and customer interactions. 3rdView has been helping organisations to improve customer-focus and customer experience for a decade. We’ve [...]

3 ‘Customer’ questions every CEO needs to answer2019-02-04T02:22:48+00:00

Engage a Design Partner: What’s stopping you?

2019-02-03T23:03:33+00:00

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 research with 3rdView clients a fascinating insight emerged... it is actually really difficult to engage a Human-Centred Design (HCD) Partner. Many research participants told us they were only successful after showing fierce determination within their organisation that HCD was a necessary and critical part of their response to a challenge they were facing. If you’re looking to introduce a partner to help shape your organisations HCD journey, [...]

Engage a Design Partner: What’s stopping you?2019-02-03T23:03:33+00:00

3 places for ‘Design’ in Schools

2019-01-21T23:44:04+00:00

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 welcome over 800,000 kids for the 2019 school year. Year 12 students will experience the final year of the ‘OP’ system, while Prep students will start their journey as the ‘Class of 2031’. It’s an exciting time to be a student. Technology is changing the way we learn, the jobs we do, and the way we work. Students are connected like never before, and literally [...]

3 places for ‘Design’ in Schools2019-01-21T23:44:04+00:00

Queensland CX Trends 2019

2019-01-07T00:47:00+00:00

  A new year… fresh opportunities, a sense of optimism, and a chance to regroup, and reset priorities. We could do this any time of year, but there’s something about the Australian summer that means we seem to draw a clear and fresh line in the sand – pardon the pun! As 2019 kicks off, it’s worth thinking about what lies ahead for our organisations, our customers, and our staff. As leaders in customer experience design in Queensland, 3rdView has looked at the trends in our community, and have identified three that we think will shape the customer experience landscape [...]

Queensland CX Trends 20192019-01-07T00:47:00+00:00

Perfectly Imperfect

2018-11-04T00:50:36+00:00

“Perfectionism is increasing and that’s not good news”. A recent Harvard study tells us that young people are becoming increasingly perfectionistic, and that this is impacting their mental health. Meanwhile, every time we run our Customer-based Design programs senior business people remind us of the expectation of ‘getting it right first time’, regardless of their role or task. They celebrate being given ‘permission’ to prototype, being able to put something rough on the table and refine based on genuine feedback during our course. If everyone is feeling suffocated by perfection, why do we continue to pursue it? It seems that [...]

Perfectly Imperfect2018-11-04T00:50:36+00:00

New year, fresh perspectives

2018-11-04T00:50:02+00:00

Happy New Year! A new year brings the opportunity for a fresh start and big ideas. Unfortunately, most of us struggle to maintain the momentum past the first fortnight. We take on too much, and when the ‘busy-ness’ of the year takes hold, the opportunity for positive change is lost. For many businesses, improving customer experience is a high priority, but it can seem hard to start once the year cranks up. In 2016, Forrester reported that over 70% of businesses named ‘improving the customer experience’ as their top priority. If improving customer experience is on your list for 2018, [...]

New year, fresh perspectives2018-11-04T00:50:02+00:00
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