Services
Design Thinking
"Fall in love with the problem, not the solution"...
Creative problem-solving (AKA design thinking) is usually at the heart of most of my work. I've taught design thinking at RMIT University and helped organisations embed it into their ways of working. I've facilitated design workshops and sprints with diverse stakeholder groups for business and industry forums.
Service Design
A service experience should be like going to a good theatre production, with the audience, performers, stagehands, musicians, lighting technicians and equipment all perfectly synched to have a great experience.
I work with organisations to map out current and future state service blueprints and journeys for products, services, and employee experiences.
Research
Over the years I have developed a tried and tested approach to qualitative research capturing attitudinal and behavioral insights (using conventional and off-piste techniques). I've conducted a diverse range of studies and synthesising the data into digestible and compelling presentations that tell the story and engage the audience.
Innovation & Lean Validation
During the heady early years of start-ups, I learned many techniques that I still use today to rapidly generate and validate idea's for products and services, that help businesses decide whether to 'pivot, persevere or perish' with their hunches.
CX Design & Strategy
I'm well versed in working at the intersection between what the business thinks it wants and talking to customers about what they actually need, then helping decision-makers strategically align priorities to find the sweet spot between desirability, feasibility, and viability.
Consultancy & Capability Assessments
There's plenty of evidence that shows companies that champion human-centered design, Customer Experience and Innovation are likely to increase customer retention, employee satisfaction, and of course revenue. I'm available for consults, and assessments and can help you plan how to get from A to B.
“Neil brings a wealth of experience from many industries and markets, level-headed, and is not afraid to roll up his sleeves and get out in the field. Great operator”
Sean Burns, Change & Redesign Manager - Delivery & Innovation