I am enrolled in a Masters by research at University of Technology Sydney.
My research is practice-based and consists of a case-study whereby I am exploring the design and use of a suite of design artefacts I created for a specific human-centred design project within a commercial organisation. The social nature of human-centred design practice and the contextual factors that inform the use and design of artefacts are being explored.
I believe that well considered artefacts can help enable customer-centred thinking within organisations and can potentially result in improved service experience to customers.
Reflections on Service Design, Frameworks, and the Service Organization
Design Management Review, June 2012.