Ever been in a situation in your organisation where you’ve done all the research, spoken to all the subject matter experts, created a beautiful service, but it’s a flop with your customers. The service just doesn’t perform the way you thought it would.

It’s an experience lots of organisations have, and Mallory Allsopp, business Architect and our special guest today, did not want to have this experience when working with her client, Konekt, an organisation that provides organisational health and risk management solutions.

In today’s show we’re joined by Mallory and Jo Taylor, Huddler and strategic designer, to talk about a project they worked on together where they helped an organisation do things differently — they used human centred design for the first time. We hear their insiders tips on how to bust assumptions in the organisation, how to help folks in the organisation feel comfortable with a design approach, how to ask the right questions to get the information you need to design truly great services.