Get to market ahead of the game and be sure your new solution is on point. Your customers will love it. You can deliver it. It makes great business sense.
To get there, you must consider the human element. Because there is always a human element, whether you’re launching a desirable product, revitalising an existing product or taking the cost out of delivery. That human element has the potential to thwart a solution or increase its cost. This is why game-changing solutions come from human-centred design. Human-centred design works forwards from proven problems. By investigating, testing, learning and iterating in logical leaps, you reliably create services and products that work for your customers and for you. As we form a project team with you, we’ll help you understand human-centred design. You’ll grow your internal capability to design iteratively using low-cost prototypes to test solutions before making big investments.
Service and Product Design
A game-changing approach to creating excellent services and products with Human-Centred Design
1. Understanding the customer’s problem
Customers buy only one thing: a solution to their problem as they see it. That’s why your project will start with research into what makes your customers tick. Workable ideas for your new service or product will spring from intimately understanding what your customers value.
2. Designing for desire
For humans, everything begins with desire, which is why only desirable solutions succeed. You’ll see how to design for your customers’ desires — never losing sight of what you’ll be able to deliver and what makes sense for your business.
3. Imagining the possible
Creativity is the engine of service and product design. By imagining the impossible, we stretch the boundaries of the possible. You’ll channel your imagination to create real-world impact. You’ll be surprised what turns out to be possible when you start with the impossible.
4. Delivering a solution that works
Ideas are exciting, but solutions are what’s rewarding, which is why we stay with the project until the solution is proven. Your project will lead to a minimum viable product (MVP), and you’ll have our digital experts to advise on integrating the winning solution into your systems. We can help you create a roadmap towards an ambitious vision of the future. That way, we can work together to deliver within today’s constraints. At the same time, we can show you how to keep an eye on the future.
Are you looking to minimise risk in designing commercially successful products and services?
Whether you need human-centred design for a new product or service or to reposition something that’s already in the market, you can draw on our track record of developing successful products and services for businesses, government departments and community organisations. At the heart of our process is the idea of leaving the client with more skills in innovation and design. We don’t arrive, interrogate, deposit and leave. Instead, we form a team with your people, embedding the skills your organisation needs to innovate perpetually and faster. If combining your expertise with ours to design desirable, feasible and viable products and services sounds like how you’d like to approach unlocking growth, we’d love to hear from you. You’ll learn where our methodologies have worked in analogous circumstances.
Tom Kerr | Leading your WAVE team
Tom Kerr has led high-profile projects that relied on human-centred design methodology to uncover opportunities and solve complex challenges for governments and large organisations. Tom’s experience runs from foundational research through strategic design, service and product design, including designing and delivering technology solutions. The work done by teams led by Tom has been presented to global decision makers and has changed the way government departments work.
For Tom, stories are everything. Once you understand the story, you have what you need to design the tools that make things better. However, understanding the story means understanding the context, as well as the people. Finally, design means being able to communicate, taking the conceptual and making it tangible for the people needed to make a solution viable.
Innovation is about different as much as better
A product or service doesn’t have to be better than what’s already on the market. It can be enough to create a point of difference or to deliver differently. A good product brilliantly aligned with the customers’ needs will outperform a great product that misunderstands the customer.
When applied properly, innovation methodologies minimise risk and maximise the chances of finding a game-changer:
1. By ensuring desirability — being certain what problems matter to customers and aligning solutions to the customers’ needs and context
2. By weeding out ideas — dismissing ideas that won’t be loved by customers, can’t be implemented or don’t make business sense
Need the proof? Explore our case studies
A model for ongoing innovation in a large government organisation
Embedding human centricity to drive innovation for one of the most complex government service systems in Australia
Designing a holistic approach to remote work for government
Supporting a Federal Government agency to create a desirable new vision of how work might be supported for a regionally-based team, regardless of location.
Have an idea but struggling to make it real? We’ll facilitate a half day workshop to prototype your idea and build a plan to test it with customers.
Are you unsure how to connect with your customers to understand what they really think of your products and services? Call and have a chat to us about how to gain impactful customer insights to deliver game-changing products and services.
Struggling with ideas on how to make your product or service better? Join us for a rapid 3 hour idea generation and prioritisation session with our expert creatives.
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