Neoteny Service Design

I cant overstate how important my time working at Neo was. I joined their team as someone with a scattering of technical skills and a view of design that I knew best and it was the customer who was wrong if an idea didn’t land as expected in the (assumed) target market.

I instead learned how to listen to customers, research a market landscape, propose strategic interventions, design complex services and products and then validate those designs through constant testing, iteration and improvement. It was a humbling experience to work on projects with elderly customers, differently abled people, kids, parents, young couples, and the proudly independent, hearing that they all have unique wants and needs that can indeed be designed for if the design team is just willing to listen.

Our most complete deliverable in this period was a total overhaul of Woolworths’ online presence, and along the way we also worked on game-changing work for Qantas, Virgin Money and other major players.