Some companies seem to have an uncanny ability to build product and service experiences that mean something to their customers, stand out from the competition and allow them to charge a premium.
These companies would say that innovation comes from the quality of the questions you ask, not the number of ideas captured in an ideas box. This is the core of Human-Centered Design.
We provide Human-Centered Design Consulting, Coaching and Courses to help you deliver innovative outcomes and build this capability in your organisation.
We’ve used this approach to get people up to speed and delivering innovative outcomes in large organisations and small.
The Core of Human-centered design
CASE STUDY: Starting @ RSL Care
A 48% New Employee Failure rate (new employees leaving within 6-8 months of appointment) at RSL Care, Queensland was financially unnerving. It was also unsettling for RSL Care’s clients and existing employees.
The decision to use a Human-Centred design methodology to explore, understand and define the problem through the perspectives of their
customers caused jitters. But the opportunity to move from ‘traditional, knee-jerk’ solutions was enticing.
RSL Care Queensland slashes its New Employee failure rate by over 50% and makes a MASSIVE financial saving
Tough Problem helped us rapidly accelerate a corporate integration process. They listened to the brief, responded with a sense of urgency & quality, assembled the right team for our needs & commenced working with us in a true partnership fashion. The proven techniques, processes, training materials and tools they provided, enabled us to quickly get on with it. [Tough Problem] offer a practical, accessible, adaptable consulting service which helped QSuper achieve its objectives through a new and innovative approach.Tracey McFarlandHead of Integration Program
I knew that tough Problem would bring a pragmatic approach to designing, documenting and implementing our requirements, and that they would be capable of completing this intensive piece of work within the prescribed deadlines... They compiled a response that was both comprehensive & addressed The Rock’s requirements, but they also positioned it to meet the future needs of our organisation. Overall, they delivered a great “fit for purpose” outcome for The Rock.Stuart McDonaldFmr CEO , The Rock
Tough Problem was engaged by the C&K Association Limited’s Board to undertake a strategic and operational review following the resignation of the former CEO. After working with the Tough Problem team, the leadership team gained a better understanding of the business and the service to our key stakeholders. The guidance and assistance they gave us in developing focused initiatives to improve our total organisation was invaluable. Tough Problem was able to provide key insight on parts of the business that surprised a number of our long standing employees! They are a master of turning complexity in simplicity. With the help of Tough Problem we were able to improve our overall service to the front line staff, our head office accountability to each other and generate the largest surplus in C&K history. It was a great team to have around in our time of need.Mel ComerfordActing CEO C&K Association Limited