How do people figure out what information and advice they can trust when navigating complex healthcare experiences? With Healthdirect, an Australian Government-funded health information and advice service, we set out to explore the individual health journeys of everyday people, unpacking the highs and lows of their healthcare experiences. 

In partnership with a recognised Australian strata management company, we supported a deep analysis of their strata management processes. The goal of the project was to understand how actual work was done, where challenges occurred, and what opportunities existed to improve employee performance, satisfaction, and customer experience. 

With an Australian-based global engineering company, we talked with engineers, customers and partners to learn what underpins success in the delivery of complex infrastructure projects.

Working with AMP Bank, one of Australia’s oldest financial institutions, we joined the Goals 360 project. Over several years, Christopher provided Lead Service Designer support to an industry-leading Design & Innovation Team, led by noted innovation specialist Dr Munib Karavdic.

With FibreTrace, we talked to some of the world’s biggest fibre producers, textile manufacturers and retailers to understand how to improve fibre traceability from source to store.

With one of Australia’s leading financial advice software providers, we explored the challenge of helping people understand and plan for their retirement. Moving beyond basic and boring retirement calculators, we took people into a world where different choices (‘lifestyle levers’) could radically change their future retirement experience.