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I’m a service designer, design strategist, information designer formerly based in Wellington, New Zealand, now based in Canberra, Australia. I’ve been in the design game (starting in the graphic and brand space) since 1998, focused on user experience and usability since 2000 and service design as a specialisation since 2002. Until 2011 I was focused on introducing and embedding service design to a public sector organisation and building the practice as a sustainable capability (they are un-named because that was their proviso for me to reference my work from there – go figure). Since 2012 I’ve been co-principal at Design Managers Australia (DMA) working with a like-minded design spirit (because that’s crucial for me) and still focused on the public sector client (because that matters to me). It’s a move that has seen me very happily practicing, challenging and being challenged by this magnificent bastard called service design!

This blog is a record of design that resonates with me – in particular – information design, service design, design strategy, design thinking in business, and designers.
The resonance inspires, delights, frustrates and helps me grow my knowledge.

Any views or opinions reflect the world I practice in as a private individual (and designer). Though I may occasionally reference my work context any views expressed are my own.

For my views in 140 chars or less I’m @skewiff
For my views (literally) of where I currently live check out Nah, It’s Canberra

:: Mel Edwards

19 Comments leave one →
  1. Andre Pennycooke permalink
    18 June, 2010 11:03 pm

    Love both the site and the thinking, thanks so much for the inspiration and knowledge.

    • 18 June, 2010 11:35 pm

      Wow. Thanks so much for the comments. There’s a few blogs I love that also inspire so it’s nice (and a duty me thinks) to share the learnings. Circle of life, baby.

  2. 27 June, 2010 6:21 pm

    Hi Mel Greetings from Melbourne we’re developing a social learning community around customer experience. Loved your customer mapping material. We would like to create a “toolbox” of materials about customer journey mapping. We’d be delighted with any help you can give (or we can give you). The site is at rgds Ray

  3. Helen Jessica White permalink
    6 July, 2010 8:29 am

    There are lots of things to learn on your site. Good job, Mel! Would really appreciate if you could share your Customer Experience Map with us.
    Please e-mail to helen.jessica.white{/at/}
    Regards, Helen J.

  4. servicedesigningau permalink
    15 November, 2011 8:39 am

    Hi Mel, thanks for the RT, hope to meet you next Thursday night.

  5. 14 February, 2012 2:46 pm

    Congratulations on your new role and THANK YOU for this blog – I’ve really enjoyed learning from you.


    • 14 February, 2012 3:46 pm

      Thanks for your kind words 🙂 I love doing this blog and being part of the world wide conversation. And I am very excited about the future!!

  6. 18 April, 2012 4:57 pm

    I’m so thankful I came across your blog! (From Andy Polaine’s site)
    I’ma fledgling design researcher in the Philippines, and I’ve been having trouble finding resources and “mentors” to ask/learn from about best practices and practical advice. Your insights into the research process are really helpful. Good luck in continuing to do great work!

    • 18 April, 2012 6:06 pm

      Thanks so much for your nice words. I intend adding more posts on research because it’s so important to the design process – it’s so vast too! Good luck yourself with growing your experience and knowledge. ‘Read > do > share then repeat’ is my best advice 😉

      • 4 May, 2012 4:15 pm

        That’s simple, but useful advice. Thank you! It’s my dream to get to work with people like you someday. Looking forward to more posts!

  7. 5 July, 2012 7:07 pm

    Nice blog!
    Greetz from Holland

  8. 25 August, 2014 8:00 am

    Hi Mel. Love your latest article about starting, in order to finish. I’ve has similar meanderings resulting in visual outputs. … which are best shared, no matter how sketchy…
    Thanks for your angle.

  9. jake permalink
    18 June, 2016 12:32 am

    What software/programs/apps do you use to make your customer experience maps such as this one?

    Click to access cxexample_highres_desonance.pdf


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  3. Customer journey mapping: Klantervaring als inspiratie voor strategie en ontwerp - Customer Scope

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