Service Design Agency · Senior Team Since 2008

Service design is the practice of organising an organisation’s people, processes, technology and touchpoints so a service works for the people who use it and the people who deliver it. Where UX design focuses on a single product or interface, service design looks across the whole journey a customer has with you over time, including the back-office systems and staff behind each interaction. Conduct has delivered service design and research work for the NDIS Quality & Safeguards Commission, DHHS and Medibank.

UX (user experience) design shapes how a person moves through a single product or interface. Service design shapes the whole service around them: the staff, processes, policies and systems that produce each interaction. The two are complementary. A service blueprint sets the direction, and UX design delivers the individual touchpoints within it. At Conduct the same team works across both, so research, service blueprints and interface design stay connected.

Most engagements begin with discovery: research with customers and frontline staff, journey mapping, and analysis of how the current service runs against how it is meant to. From there we map the service end to end, surface the points where it breaks down, and produce a future-state design with the systems, processes or policy changes needed to reach it. You finish with clear, defined outcomes: service blueprints, journey maps, research artefacts and a prioritised set of recommendations your team can act on.

CX is the customer’s perception of your organisation across every interaction. Service design is the discipline that shapes what produces that perception: the people, processes and infrastructure behind the experience. CX tells you how the service is landing; service design gives you the means to change it. The two sit together, which is why Conduct delivers customer experience and service design from one team.

Service design suits organisations whose service spans multiple channels, teams and systems, where the experience depends on more than a single product. Government agencies, health and aged care providers, utilities and large enterprises are typical, particularly where a service has grown complex over time or where policy and operations need to move together. Conduct has worked in these settings since 2008.

Yes. Conduct is on the GovCMS panel and has delivered service design, UX and accessibility work for the NDIS Quality & Safeguards Commission and DHHS, where we have consulted on UX and accessibility since 2017. We work to Australian Government accessibility and digital experience standards and have current experience with state and federal procurement panels.