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Michael Burke writes about the importance of applying human-centred design principles to digital service design and how Liquid used this practice to deliver the My Aged Care website to older Australians, their families and carers. 

We are often faced with the choice between doing the right thing and the easy thing.

As we work on increasingly challenging customer experience problems, it becomes ever more important that we begin the process with the best customer insight and CX strategy. The best insight and strategy come from experience, so this week I’m delighted to announce that Liquid has appointed the very highly regarded Fiona Armstrong, as a new Customer Experience Director. 

Liquid recently ran one of our annual team building adventures, The Wild Moose Chase, even though the whole team was in lockdown. Although this is normally a city-wide, highly physical and social game, our online version was so successful that we’ve decided to make this year’s game freely available to anyone who’d like to play it with their teams.

At Liquid, we are taking the threat of COVID-19 very seriously. We have been furiously handwashing while we get to grips with what we believe is happening and developing our contingency plans.

For 10 days in early January 2020 I attended the renowned Digital Life Design (DLD) Conference in Munich and then participated in elements of the annual World Economic Forum (WEF) at Davos. Both events were an immersion in the conversations, themes, problems and solutions that will affect the world for the next 10 years at least. 

The Mandarin recently published a case study highlighting Liquid's approach to digital service design. Our Creative Director, Andrew Duval sat down with The Mandarin to talk about the strategies behind some of our most successful service design projects within government.

It's October 24th 2019 and it’s the first time a DLD event has been held in Australia and we couldn’t be happier about our involvement in bringing them here. Led by Steffi Czerny and her wonderful team, this mature and sophisticated group, founded in 2005, provides an opportunity to meet and collaborate with renowned digital thinkers, innovators, makers, founders and funders.

The new My Aged Care website was recently recognised at the Digital Transformation Agency’s (DTA) Australian Government Digital Awards for Outstanding digital delivery: product or service.

The DLD (Digital Life Design) is an interdisciplinary, international network for people eager to change the world, through creativity, research, business or personal involvement in a cause close to their hearts.