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Challenge

Impact Solution

The challenge of this project was to deliver a state of the art health facility in one of the most remote and hottest towns (over 50 degrees in summer) in Australia, 1200km from the nearest capital Perth. It needed to do so whilst providing highly culturally appropriate healthcare to the Martu desert communities, among the most remote and traditional communities in Australia. To do this the project needed to be imbued with humanity and deinstitionalise the experience. Above all it needed to provide a place where Aboriginal people felt comfortable to increase presentation rates, fundamental to closing the gap.

This project is deeply rooted in place and imbued with humanity that engenders community ownership. It does so by cladding the building in rammed earth using earth from the site, incorporating art from female and male artists from the 5 communities, incorporating 150kW of photovoltaics that produce 100% of electricity when the sun shines (more than 85% overall) and landscaping with more than 4000 endemic plants. Above all, this is achieved by genuinely involving Aboriginal people and respecting / reflecting people, culture, and Country. This was all achieved within the standard Commonwealth Government funding for similar buildings.

“This project was the result of extensive consultation by the architect with the community being part and parcel of the design of the building. They have a lot of input in what they wanted to see in the finished product. An example is how the Martu elders and others from all the four desert communities and Newman have been incorporated into the project. The outcome has been embraced by the community and been a great success with remarkably high presentation rates. This shows the community are comfortable here and enables PAMS to extend our wellness activities.” Robby Chibawe PAMS CEO

51 —51AWARDS

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PUNTUKURNU AMS HEALTHCARE HUB ARCHITECTURAL DESIGN

COMMERCIAL AND RESIDENTIAL

DESIGNED BY Kaunitz Yeung Architecture David Kaunitz Emma Trask Marni Reti

COMMISSIONED BY Puntukurnu Aboriginal Medical Service

DESIGNED IN Australia The project provides a state-of-the-art healthcare facility which is deeply rooted in place and imbued with humanity engendering community ownership. This is central to physically representing the ethos of the client and increasing presentation rates. Above all this is achieved by involving Aboriginal people and respecting / reflecting people, culture and Country.

CHALLENGE The challenge of this project was to deliver a state of the art health facility in one of the most remote and hot towns (over 50 degrees in summer) in Australia, 1200km from the nearest capital Perth. It needed to do so whilst providing highly culturally appropriate healthcare to the Martu desert communities, among the most remote and traditional communities in Australia. To do this the project needed to be imbued with humanity and deinstitionalise the experience. Above all it needed to provide a place where Aboriginal people felt comfortable to increase presentation rates, fundamental to closing the gap.

SOLUTION This project is deeply rooted in place and imbued with humanity that engenders community ownership. It does so by cladding the building in rammed earth using earth from the site, incorporating art from female and male artists from the 5 communities, incorporating 150kW of photovoltaics that produce 100% of electricity when the sun shines (more than 85% overall) and landscaping with more than 4000 endemic plants. Above all, this is achieved by genuinely involving Aboriginal people and respecting / reflecting people, culture, and Country. This was all achieved within the standard Commonwealth Government funding for similar buildings.

IMPACT "This project was the result of extensive consultation by the architect with the community being part and parcel of the design of the building. They have a lot of input in what they wanted to see in the finished product. An example is how the Martu elders and others from all the four desert communities and Newman have been incorporated into the project. The outcome has been embraced by the community and been a great success with remarkably high presentation rates. This shows the community are comfortable here and enables PAMS to extend our wellness activities." Robby Chibawe PAMS CEO.

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SRG HOUSE ARCHITECTURAL DESIGN

INTERIOR DESIGN

DESIGNED BY Fox Johnston

COMMISSIONED BY Katrina & Conrad Johnston

DESIGNED IN Australia A 1970s heritage semi of unorthodox geometry in Sydney, is re-engineered for contemporary family life. Within the original building, extra rooms were created, the structure and links to the landscape strengthened, and original materials referenced in a modern way. A new self-contained apartment adjoining the garage adds multi-generational accommodation.

CHALLENGE The three-level semi zig-zags across a steep waterfront site on Sydney Harbour facing west. The original concrete and glass curtain-wall building had few operable windows and air-conditioning equipment occupied half the lower ground floor. Challenges in the brief included: turning the two-bedroom air-conditioned house into a four-bedroom sustainable home catering for children and grandparents; opening the building up to its cool central court-garden, and improving its environmental performance. Other challenges were rationalising leftover spaces in the tight plan, and unifying the under-utilised lower ground floor with the rest of the house.

SOLUTION The concrete superstructure was stripped and restored, interior linings removed and the fixed-glass walls replaced with timber-framed sliding doors and windows, opening the house to its cool adjoining courtgarden. On the lower ground floor, level changes were rationalised to create a new garden sitting room, air-conditioning units removed and the space reconfigured into two bedrooms. The redeveloped garage adds an in-law apartment, linked internally to the house. The interior's rigid geometry was softened and streamlined with built-in joinery and a warm, textural palette of materials echoing the home's original era: cork, wool, timber and brass.

IMPACT The project illustrates how well-designed buildings of the past can be reborn, and serve not only as private homes, but cultural markers. Beyond its architectural legacy, the project makes an environmental and ethical point of conservation and reuse. Restoring the original structure has saved embodied carbon and avoided material waste. Environmental performance and indoor air quality are dramatically improved with new and expanded windows for cross-ventilation, along with high-performance glass, facade insulation and hydronic heating to concrete floors. Socially, the impact of bringing two generations together in two homes on one property is immeasurable.

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PRAHRAN SQUARE ARCHITECTURAL DESIGN

URBAN DESIGN AND PUBLIC SPACES

DESIGNED BY Adrian Stanic, Director, Lyons Landscape Architecture: ASPECT Studios

COMMISSIONED BY City of Stonnington

DESIGNED IN Australia Prahran Square, Victoria, is one of the largest national open air plazas, marking a symbolic transformation for the community. The pre-existing carpark has been transformed into a diverse public realm, with multi-modal landscape spaces. It is now a lively community hub. Prahran Square incorporates an urban park, square, streets, carpark and retail spaces, therefore its uses are varied. It's designed for intimate encounters to large scale events.

CHALLENGE The purpose of Cato Square was to create a meaningful and functional public space. An unremarkable car park breeding antisocial behaviour was reimagined into a diverse public realm for the community. The design for Prahran Square had to meet two critical client objectives: creating a safe and flexible public open space and providing a solution for increased local carparking. The aim was also to make the most of opportunities to collaborate with both the community and artists to create a space that would appeal to a broad range of people and artists.

SOLUTION All cars were removed from the ground plane through a two level underground carpark below the Square. Instead of completely disconnecting the carpark from the ground level, the edges of the square were raised to form streetscapes, allowing natural light into the carpark below, facilitating visual connections to the street. This increased visibility and clear wayfinding which were key to prioritising pedestrian safety. The streetscape edges also accommodate the carpark entry, stair access, retail spaces and service areas. A product of community collaboration can be seen in the immersive digital art installation by Ramus and Material Thinking, 'The Pipes'.

IMPACT The space ebbs and flows with the mood of each day and the people that occupy it, allowing the community to define it's meaning. This flexibility and accessibility is key in creating a safe public realm. By giving space back to the people, Prahran Square has already transformed a community. Its true potential will be realised over time as the community transfers their identity to make the place their own.

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A BETTER, KINDER AWESOME COMMUNICATION DESIGN

BRANDING AND IDENTITY

DESIGNED BY Lieve Torbeyns - Sgt Purple

COMMISSIONED BY Spencil

DESIGNED IN Australia A Better, Kinder Awesome is a brand designed for Spencil, which makes quality, affordable Back to School gear for kids. It overtly rejects the idea of being an ‘exclusive’ kids’ brand, used for status, unlike its competitors. The purpose of the brand is to support mums and dads to support their kids to thrive. It is centered around helping parents raise happy kids. It's joyous and inspiring.

CHALLENGE Spencil's major competitor utilized pester power to get kids to badger their parents into buying them expensive gear that they would use at school to hold status over other kids. The founder said that as a Mum, she hated that and that Spencil strives to be on 'Team MaD' (Mums and Dads), which we translated and defined as 'supporting mums and dads to support their kids to thrive.' They wanted a brand that adds extra value, sparks happiness, and fosters friendship amongst kids. They offer products for kids, but always with the parent in mind. Something awesome for everyone.

SOLUTION We re-oriented the business from a brand only relevant during the Back to School retail frenzy to a brand centred around helping parents raise happy kids - 365 days a year. We created a brand identity with a smiling logo and a happy, playful, empathetic feel. We made compostable mailbags, recyclable envelopes with 101 re-use ideas and created a parent portal with tips on how to support their kids to thrive. We reimagined their tone of voice, elevated the visual design and moved the logo to a less prominent position to tone down the idea of being a 'brand name' brand.

IMPACT The result has led to massive growth for Spencil with triple sales. Spencil is becoming a more resonant brand whose purposeful values shine through especially with how we changed to compostable mailbags and recyclable envelopes with 101 re-use ideas. The 'A Better, Kinder Awesome' parent portal has an enormous potential to make a positive impact by offering tips, ideas, and inspiration on how to support kids, how to connect with them, improve their relationships, create confidence, foster inclusivity, spark creativity, imagination, and happiness.

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SINGLE USE AIN'T SEXY COMMUNICATION DESIGN

PACKAGING

DESIGNED BY Single Use Ain't Sexy

COMMISSIONED BY Single Use Ain't Sexy

DESIGNED IN Australia We have saved up to 125,000 single-use plastic soap bottles from Australian landfill, by replacing them with our revolutionary 'just add water' dissolvable hand soap tablets and sexy matte white glass reusable soap bottles.

CHALLENGE Our project is responding to dual challenges: Single-use plastic bottle consumption - Australians use 130 kg of plastic per person each year and only 9% of it gets recycled. Unfortunately our single-use plastic bottle usage is unsustainable & our 'throw away culture' in general is out of control.

Transporting water - Moving heavy water-based products (such as bottles of liquid soap) is expensive & unnecessary. Whether by sea or air freight, this places an enormous strain on our supply chain & produces significant carbon emissions.

SOLUTION Our project is solving dual challenges: Single-use plastic bottle reduction - Just one of our reusable glass soap bottles can save up to 25 single-use plastic bottles from Australian landfill each year. We are making it simple, easy, affordable & fun for everyday Aussies to reduce their single-use plastic bottle consumption in their homes. Not transporting water - We are enabling Aussies to leverage water (a resource they're already paying for) at the source, where it comes out of their taps at home. This ensures our customers minimise their carbon footprint in the supply chain by not shipping water-based products.

IMPACT Social impact - Our cutting edge just-add-water soap tablets have made a significant positive impact in the lives of tens of thousands of everyday Australians. Our product has empowered them to have a direct, tangible impact on being more sustainable.

Commercial impact - Our innovative business model has set a new benchmark in the personal care space, having revolutionised the sustainability of the just-add-water category. We have sold out twice in our first year in business. Environmental impact - Our product has had a significant positive impact on the environment, having saved up to 125,000 single-use plastic soap bottles from Aussie landfill.

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CURIOUS GASTRONAUT™ COMMUNICATION DESIGN

PRINT

DESIGNED BY Nalisha Chouraria

COMMISSIONED BY Nalisha Chouraria

DESIGNED IN Australia Curious Gastronaut™ is a whimsical game about exploring the world of food through play, for ages 5+. It aims to inspire children to be curious and take that first bite to possibly be rewarded with a surprising discovery and become confident, healthy and adventurous eaters.

CHALLENGE Only 5% of Aussie children are getting their daily recommended veg. Children can be suspicious of trying new food and feeding them a healthy and varied diet can be stressful or impossible for parents. They spend anywhere between $70-$150/hr on consulting nutritionists and dieticians to change their child's relationship with food. Although there are games in the market, very few focus on food and none on teaching kids HOW to eat. Additionally, parents are looking for screen-free alternatives that are engaging, educational and provide meaningful play experiences for their children and for families to enjoy together.

SOLUTION Children use play to explore the world, why not the food world? Curious Gastronaut™ invites children to become Gastronauts and explore the edible world like astronauts explore space-through curiosity, bravery, exploration, imagination & experimentation. By bringing the endless benefits of play to the table, Curious Gastronaut™ invented a revolutionary method to teach children about food and life skills such as cooking and eating. Although a food game, it makes NO mention of food, gives the child agency and encourages them to reimagine food and experiment from ground up rather than existing recipes, making it appealing to selective eaters and budding chefs.

IMPACT Adventurous eaters grow up to become confident, happy and healthy eaters which leads to a happy and healthy nation. Curious Gastronaut™ is more than a game. It's about providing new, consistent, happy and playful food experiences to children to build a positive relationship with food for the rest of their lives. The aim is to make all things food and eating enjoyable and create healthier futures for families through tiny wins and do it in the most whimsical, innovative and playful way possible. Curious Gastronaut™ is a proud supporter of OzHarvest. Each sale donates 2 meals to vulnerable Australians.

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THE HUMAN SIDE OF THE NATURAL DISASTER EXPERIENCE DESIGN RESEARCH

DESIGNED BY Symplicit Thriving Communities Partnership Keith Diamond and Adele Baxter (Symplicit) Tracy Collier and Jacinta Oakley (Thriving Communities Partnership) COMMISSIONED BY Thriving Communities Partnership Energy Queensland Suncorp DESIGNED IN Australia Floods, fires and global pandemics. How can design, and collaborative design research, make a difference? What if we understood disaster recovery as a service that can be designed? After a disaster, people interact with businesses, governments and community sectors. How does that complex ecosystem support people to respond and recover?

CHALLENGE Following the North Queensland Monsoon Disaster of 2019, Thriving Communities Partnership (TCP) set out to understand and evaluate how the service and support ecosystem impacted on the local community's experience and influenced their ability to respond and recover. The purpose of this initiative was to identify actionable, cross-sector, people-centred improvements that support communities to recover and thrive when faced with disaster. The challenge arose as TCP's partners such as utility providers, banks, insurers and community organisations, acknowledged that improving their own services would have limited impact on community wellbeing unless the other services people need are also improved and aligned.

SOLUTION This project applied a human-centred design approach, typically applied to single products or services, to design a new way to understand a whole-of-community journey. Deep contextual interviews were conducted with residents and small business owners impacted by the North Queensland Monsoon. These interviews created more than 2000 data points and we created new analysis methods in response to the complexity of the findings. We developed two community journey maps, with an associated insights report, to illustrate the positive and negative impacts on community resilience. Six community stories highlighted key experiences to build empathy and simplify the complexity for research users.

IMPACT By using people-centred narratives to demonstrate the interconnectedness of residents, small business owners and organisations, we have created a common starting place for understanding and change. The collaborative focus of the research has brought organisations together across sectors. 10 organisations were involved in its development, and over 120 organisations have engaged with the findings, journey maps and case studies. They have committed to actions including developing inclusive communications and aligning responses to ensure everyone can access the support (financial, psychological, etc) they need to recover. Organisations taking human-centred approaches and working collaboratively in this manner build trust and loyalty.

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RESPONSIVE SPACE OPERATIONS CENTRE DESIGN STRATEGY

DESIGNED BY Deloitte Experience Design Deloitte Monitor Deloitte Cyber Risk COMMISSIONED BY Saber Astronautics Australian Space Agency DESIGNED IN Australia Saber Astronautic was selected by the Australian Space Agency to establish the first Mission Control Centre for Australia. This Responsive Space Operations Centre (RSOC) is located within the Australian Space Discovery Centre as a commercial enterprise in order to grow the market and manage space operations as a sovereign capability. We undertook the the Go-To-Market strategy, Commercial and Operations model and customer and public facing Experience Strategy to make sure it is set up for success from the outset.

CHALLENGE The space sector is an emerging industry in Australia, and Saber Astronautic were awarded the role as the commercial operator for the mission control centre to be located in Adelaide. Deloitte was engaged by Saber to assist with the Go-To-Market strategy, Commercial and Operations model and customer and public facing Experience Strategy. Located within the publicly accessible ASDC there is a need to ensure that the physical environment not only meets the operational requirements of Saber's public/private business model but the expectations and needs of different audience groups including customers, suppliers, STEM students and the general public.

SOLUTION Saber Astronautics embarked on a journey to design how their Responsive Space Operations Centre (RSOC) will become the leading mission control centre in Australia to drive the democratisation of space. Deloittes' role was to: 1. Articulate the go-to-market strategy to deliver unique value proposition to reach target customers and achieve competitive advantage 2. Define the physical & experiential requirements 3. Resolve the operating model as required to deliver and execute the vision. 4. Establish a cyber security function to detect and protect against identified threats. 5. Define and validate the RSOC role in matching of downstream demand with upstream capability.

IMPACT This is an emerging industry with huge potential for growth across enterprise, jobs, skills and technology and the Deloitte strategy for the RSOC envisages the commercial, industry enabling and social role it will play in bringing together Australia's space ecosystem. A successful RSOC will deliver sovereign capabilities in the fabrication, launching and operations of satellites and support growth of the Nation's space industry. The RSOC will support national and international joint missions, including NASA's planned Missions to Mars. Satellite data is essential across industry and will directly support our abilities across agriculture, transport, insurance, education, health and other applications.

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ROADSET DIGITAL DESIGN

APPS AND SOFTWARE

DESIGNED BY Danielle Shannon, Project Manager Duncan DeBruyn, Digital Designer Linnea Freeman, Designer Laura Walls, Copywriter Ramiro Azar, Developer COMMISSIONED BY Australian Road Safety Foundation Russell White, Donna Caley DESIGNED IN Australia Despite the millions spent on road safety awareness, road trauma remains the leading cause of death among young Australians. RoadSet transforms the way road safety education is delivered to appeal to teens. It is an interactive road safety learning experience designed to equip young people with the skills and knowledge they need to become better, safer road users. Commissioned by the Australian Road Safety Foundation and the Federal Government, Roadset features ten interactive learning modules and was designed for Year 9 students.

CHALLENGE Despite the millions spent on road safety awareness programs, road trauma remains the leading cause of death among young Aussies - particularly those in their early teens. Hospitalisations grow year on year, while our smartphone obsession has led to a distraction epidemic on Aussie roads. ARSF knew the way they had been talking to teens wasn't working - and that the time had come to rethink their approach. They approached us with a challenge: design an experience that teens would actually connect with, and transform their topline vision into a thoughtfully-designed digital solution with the potential to change behaviour and save lives.

SOLUTION Our research uncovered a powerful insight: teens learn differently to adults. Their brains are wired towards the positive: they're forever seeking the dopamine hit they get from feelings of reward and pleasure. It's why they're easily distracted, hate being preached to and are addicted to their smartphones. So, we designed a solution that embraced these behaviours and psychological drivers instead of overlooking them. We involved teens in our design process, swapping scaremongering, passive learning and preaching for a narrative-driven approach, relatable characters and conversational tone-of-voice. And we created immersive interactions that gamified the experience and empowered them to learn independently.

IMPACT In just 6 months, over 40% of Australian secondary schools signed up to Roadset. Overwhelmingly positive feedback from teachers and students has led to ARSF submitting a new funding application to the Deputy PM's office to expand the concept to other age groups. We measured the program's impact by comparing the results of our user entry and exit surveys. When asked to assess their knowledge of road safety topics on a scale of 0-10, students' self-ratings increased from 5.2 beforehand to 7.1 upon completion. Similarly, students' understanding of their responsibilities as road users improved significantly, jumping from 4 to 8/10.

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ACTION AUDIO DIGITAL DESIGN

INTERFACE

DESIGNED BY AKQA Tennis Australia Monash University Blind Tennis Association Blind Sports and Recreation Victoria COMMISSIONED BY AKQA Tennis Australia Monash University DESIGNED IN Australia Action Audio is an accessibility system for sports broadcasts that allows blind and low vision fans to follow the sports they love. It uses real-time ball monitoring technology and spatial sound design to give audiences insight into what’s happening, when it’s happening, without the need for visual information. It received global media attention when launched at the 2021 Australian Open tennis tournament.

CHALLENGE For the approximately 600,000 Australians living with blindness or low vision, the experience of broadcast sport is severely compromised. Televised coverage relies overwhelmingly on visual information, while radio commentary is often too slow to give fans a true sense of the live action. Our challenge was to use existing technologies to improve the broadcast experience for blind and low vision people, and allow them access to real-time match information in a way that is easy to understand, non-distracting and that could be enjoyed socially by people of all visual abilities.

SOLUTION Action Audio is a system for bringing real-time ball and player movements to life through spatial audio. The system uses data from ball tracking technologies generally used for point adjudication. By using this data as a feed, and translating it through a series of sound design principles, we can make on-court events 'viewable' through audio. The system was co-designed with blind sports fans to ensure the experience is as legible and enjoyable as possible. Design principles include: social consideration, the adoption of sound languages familiar with the blind sports community, accentuation of tension points and removal of distracting elements.

IMPACT Action Audio launched during the finals of the 2021 Australian Open tennis tournament to a global audience of millions. It was provided as a free audio stream through the AO website, and simulcast on Vision Australia Radio.

For many blind sports fans, it was the first time they could follow the Open live, alongside friends and family. The initiative received global media attention, including features in Fast Company, Digital Trends and Adweek. The ubiquity of the ball monitoring technology creates a huge opportunity for Action Audio to be implemented across many global events, and discussions to do so are ongoing.

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MCA.ART DIGITAL DESIGN

WEB DESIGN AND DEVELOPMENT

DESIGNED BY Pollen Livdeo MCA Digital Team

COMMISSIONED BY Museum of Contemporary Art Australia

DESIGNED IN Australia MCA.Art offers visitors to the Museum of Contemporary Art Australia (MCA) an easy-to-use, interactive guide of artworks. Visitors scan artworks to prompt audio and video guides featuring artists and curators profiles and learning activities for kids. Accessible to people with access needs, and available in multiple languages.

CHALLENGE We are naturally curious beings. We want to understand the meaning and story behind things that inspire us. This is no different for thousands of visitors to the MCA. The team were tasked with helping visitors connect with the stories and ideas of contemporary art in a way that creates access for all, regardless of ability and augments the in-gallery experience, enhancing not competing with the art itself. Along with this, the emergence of COVID-19, lockdowns and social distancing, meant we needed to provide an interactive gallery experience to people who could no longer visit the MCA in person.

SOLUTION MCA.art provides visitors to the museum an interactive guide directly to their devices through a web browser. Visitors can connect to the Museum's freely accessible in-house wifi network, scan artworks to access audio guides, view videos featuring artists and curators, review artists' profiles and access learning activities for kids. Accessible features support those with visual or hearing impairment, while multiple languages cater for the multicultural audiences that visit the MCA. Bringing the stories behind the artworks to life, MCA.art creates a new layer to the MCA experience.

IMPACT Artists have embraced the tool helping to create the content and finding it gives them new ways to express the concepts at play in their works. We also believe that art is for everyone and MCA.Art is a key initiative in helping make this possible. It provides audio guides, captioned videos and dedicated Australian sign language (AUSLAN) tours. People have enthusiastically shared their joy in using this new way of experiencing art. One commented that a small number of students who are on the autism spectrum "were very absorbed by it and found the interface easy to navigate."

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CYLITE HP-OCT ENGINEERING DESIGN

DESIGNED BY Cylite Cobalt Design

COMMISSIONED BY Cylite

DESIGNED IN Australia The HP-OCT is a diagnostic ophthalmic and optometric device, using world-first 3D imaging to provide micron-accurate measurements of the eye. Its cutting edge opto-mechanical design, high speed image acquisition and advanced parallel software processing integrates the functions of four existing instruments into a single, automated platform.

CHALLENGE Optical Coherence Tomography (OCT) is a non-invasive imaging technique that uses light waves to scans and create a 3D image of a patient's eye. Existing devices use a single beam scan; an imaging process that can create artifacts due to the eye's normal movements. The HP-OCT uses a revolutionary optical and imaging processes to allow instantaneous measurement of the eye, eliminating motion artifact. Cylite engaged Cobalt with the challenge of developing this technology into a world-class device that would help improve clinical outcomes for patients and clinicians through faster, and potentially more accurate diagnosis and treatment.

SOLUTION The HP-OCT's design expresses its embedded technology in human terms; presenting as user (patient / clinician) friendly, while efficiently integrating its complex opto-mechanical and electronics core. Patients of all ages and sizes are accommodated by the instrument's proportions, geometry, and the fluid automated patient alignment system. The design is an example of world class plastic part design that includes over-molding, structural plastic part design and the demanding material performance and safety requirements of a class 2 medical product. A clever DFMA strategy was deployed to achieve the minimalist style, whilst the efficiency of its assembly supports being manufactured in Australia.

IMPACT Approximately 90% of blindness and vision impairment among both Indigenous and non-Indigenous Australians is preventable or treatable if detected early. Screening patients with eye conditions currently requires a multitude of diagnostic devices to build a clinical picture. In a world-first, the HP-OCT™ instrument provides complete 3D image of the eye, with highly precise (micron level) measurements of key optical properties of the eye. The HP-OCT streamlines the screening process by integrating the functions of four instruments into a single platform. Based in Melbourne, the HP-OCT spotlights Australia's ability to redefine a currently internationally dominated Ophthalmic MedTech industry.

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MUFID NEXT GEN

SOCIAL IMPACT

DESIGNED BY HY William Chan - Design Constanza Cardinali - Project Management Inti Bonomo - Education John Scott - Engineering World Innovation Summit for Education

COMMISSIONED BY Qatar Foundation

DESIGNED IN Australia & Greece Mufid (Arabic for 'useful') is a world-first technology and education toolkit empowering young migrants in refugee camps to improve their environment through the circular economy. Developed with refugees, plastic waste is transformed into 3D-printing filament to create shelter construction elements. Beneficiaries gain design/STEM skills for economic empowerment in host communities.

CHALLENGE The Global Refugee Crisis impacts youth disproportionately due to a lack of education and employment opportunities. With 85% of jobs in 2030 yet to be invented, the World Economic Forum states that technology, mathematics, architecture and engineering support the future skillsets required. This challenge is compounded by the inadequate living environment of refugee camps which become the new homes of asylum seekers globally. As a protracted crisis, refugees increasingly live in camps long-term. The opportunity exists to disrupt the traditional charity and humanitarian aid model of 'top down' handouts and short-term, emergency-based solutions though design thinking and social impact innovation.

SOLUTION Mufid trains refugees in design thinking by applying STEM skillsets to refugee camp contexts. Through action-based learning, we empower refugees with future-oriented soft and technical skills for the evolving employment market. Our approach feeds into existing initiatives in digital fabrication, sustainability and the circular economy by reducing environmental impact in communities. Mufid tackles plastic waste in camps, identified as a major problem by refugees in Greece. Using the open-source desktop tool, discarded plastic is upcycled into 3D-printing filament, allowing useful construction elements to be designed and 3D-printed. Refugees co-design meaningful, physical solutions as 'architects' of their own environment and future.

IMPACT Mufid leverages open source technologies toward the agency and empowerment of vulnerable communities. By making additive manufacturing and 3D-printing more accessible and inclusive to refugees, the project generates social capital and future skills - ultimately envisioning refugee camps as innovation hubs. The UX design focuses on dignity by involving local youths from host communities to collaborate with the refugee population. The commercial model operates by partnering with local architecture firms already engaged with the refugee crisis. Outcomes have included the design and printing of building and structural hardware. The environmental-based curriculum teaches sustainability, waste, material and economic value through upcycling plastic.

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PRAHRAN SQUARE PRECINCT DESIGN

DESIGNED BY Adrian Stanic, Director, Lyons Landscape Architecture: ASPECT Studios

COMMISSIONED BY City of Stonnington

DESIGNED IN Australia Prahran Square, Victoria, is one of the largest national open air plazas, marking a symbolic transformation for the community. The pre-existing carpark has been transformed into a diverse public realm, with multi-modal landscape spaces. It is now a lively community hub. Prahran Square incorporates an urban park, square, streets, carpark and retail spaces, therefore its uses are varied. It's designed for intimate encounters to large scale events.

CHALLENGE The purpose of Cato Square was to create a meaningful and functional public space. An unremarkable car park breeding antisocial behaviour was reimagined into a diverse public realm for the community. The design for Prahran Square had to meet two critical client objectives: creating a safe and flexible public open space and providing a solution for increased local carparking. The aim was also to make the most of opportunities to collaborate with both the community and artists to create a space that would appeal to a broad range of people and artists.

SOLUTION All cars were removed from the ground plane through a two level underground carpark below the Square. Instead of completely disconnecting the carpark from the ground level, the edges of the square were raised to form streetscapes, allowing natural light into the carpark below, facilitating visual connections to the street. This increased visibility and clear wayfinding which were key to prioritising pedestrian safety. The streetscape edges also accommodate the carpark entry, stair access, retail spaces and service areas. A product of community collaboration can be seen in the immersive digital art installation by Ramus and Material Thinking, 'The Pipes'.

IMPACT The space ebbs and flows with the mood of each day and the people that occupy it, allowing the community to define it's meaning. This flexibility and accessibility is key in creating a safe public realm. By giving space back to the people, Prahran Square has already transformed a community. Its true potential will be realised over time as the community transfers their identity to make the place their own.

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WHILL MODEL C2 PERSONAL MOBILITY PRODUCT DESIGN

AUTOMOTIVE AND TRANSPORT

DESIGNED BY WHILL

COMMISSIONED BY WHILL

DESIGNED IN Japan WHILL is a personal mobility device for everyone, including people who have difficulty walking. Addressing the negative stigma as well as the antiquated design and function of wheelchairs, the product aims to help people overcome not only the physical, but the emotional and psychological, barriers that limited mobility can impose.

CHALLENGE It all began with a single wheelchair user's voice: "I've given up on even going to the grocery store just two blocks away." The user had given up on simple tasks like going to the local grocery store because he was self-conscious and had difficulty navigating obstacles: Even a small bump on the road represented a major headache.

SOLUTION Conventional powered wheelchairs position the user to sit in a passive posture. With its unique form, WHILL gets the user to be in a more active position. The intent is to fundamentally change the attitude of the user and perception of surrounding people through an active design language. Wheelchairs usually have about an inch of ground clearance due to its small front casters, making it difficult to maneuver curbs at store entrances and sidewalks. WHILL incorporates large omni-wheels to navigate across obstacles while maintaining a tight turning radius. Rollers on the omni-wheels allow it to glide sideways for increased maneuverability.

IMPACT With the world's population over the age of 60 drastically increasing over the next several decades, 900 million people worldwide in 2017, and expected to more than double to 2.1 billion people by 2050. There is a huge opportunity and need to address current and future mobility challenges.

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LAVO™ GREEN ENERGY HYDROGEN BATTERY PRODUCT DESIGN

COMMERCIAL AND INDUSTRIAL

DESIGNED BY University of New South Wales - Hydrogen Energy Research Centre (Sydney) Providence Asset Group Design + Industry (D+I) GHD Varley Group Ampcontrol Evergen Nedstack Fuel Cell Technology Enapter R & R Murphy

COMMISSIONED BY LAVO™

DESIGNED IN Australia The LAVO™ Green Energy Storage System acts as a solar sponge, integrating with rooftop solar to capture and store renewable green energy for use when it is needed. It is the world’s first integrated hybrid hydrogen battery that combines with rooftop solar to deliver a sustainable, reliable, and renewable green energy source for residential and commercial properties.

CHALLENGE The challenge was to transform the scientific discovery into a commercially viable product, the world's first Green Hydrogen Energy Storage System, providing residential and commercial customers with a clean, safe, and reliable form of energy independence. The development required coordinating a diverse group of Australian companies to bring this revolutionary technology from the lab through to commercialisation. All partners needed to work in tandem, applying their respective expertise to develop a high-quality solution that would provide superior performance and be aesthetically pleasing to all major global markets.

SOLUTION LAVO™ technology is the result of over 10-years of research and development led by scientists at the University of New South Wales Engineering (Sydney). The system utilises patented LAVO™ Hydride to store hydrogen in metal alloy to enable the world’s first, safe, long-term capture, hydrogen battery within a secure vessel. The system works by using electrolysis to split water into Oxygen and Hydrogen. Oxygen is released into the atmosphere, Hydrogen is sent for storage in patented LAVO™ Hydride, before converting back to electricity through the fuel cell. Integrating with rooftop solar, the system generates green hydrogen to be stored safely for future use. LAVO™ Hydride Storage Vessels provide a 30-year product lifetime (20,000 cycles of storage and charge), approximately two times longer than that of any comparable market alternative.

IMPACT LAVO™ represents the capability of Australian research institutions, investors, innovators, scientists, designers, engineers, and manufacturing partners to develop a world-class green energy solution to help tackle our global energy problems. LAVO™ provides energy security and protection in case of outages. The system allows households and businesses to live green, off the grid, replace diesel generators and avoid power bills entirely. The solution is perfectly suited to complement and even replace diesel generation on edge of grid or in remote communities. LAVO™ has taken 5,000 pre-orders with domestic and international customers as of May 2021.

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MILIEU CLIMATE® PRODUCT DESIGN

CONSUMER ELECTRONICS

DESIGNED BY Milieu Labs® Design + Industry (D+I)

COMMISSIONED BY Milieu Labs®

DESIGNED IN Australia "Milieu Climate® smart thermostat monitors the environment of any room with an array of built-in sensors and controls the temperature remotely using your voice assistant or the Milieu Climate® app. It allows you to design your environment by controlling the room temperature and monitoring air quality, humidity, pressure, sound, lighting, and motion/occupancy. Reduce your overall energy consumption and save on bills.

CHALLENGE Most existing thermostats enable the ability to monitor and control only one factor in the home/office environment - temperature. Milieu Climate® was designed to integrate an array of sensors to enable true monitoring of the indoor environment: temperature, air quality, humidity, pressure, sound, light, motion + occupancy and also needed to enable true HVAC system control via a smartphone application. Milieu Climate® required a focus on usability, a small form factor that would house all sensors and would elevate the aesthetics of the category.

SOLUTION Milieu Climate® gives you the ability to design your environment, reduce your overall energy consumption + save on bills. Monitor the environment of any room with its built-in sensors and control the temperature remotely using your voice assistant or the Milieu Climate® app. Built using high-quality design materials, the Milieu Climate® is made to last. It talks via Wi-Fi to the Smart Base giving you enhanced control over HVAC systems. The Milieu Climate® app allows you to control the smart thermostat and design your ideal space at any time, from anywhere. You can manage multiple hubs, giving you control over multiple locations. Portable hubs can be grouped under properties, and you can even switch between hubs for added convenience.

IMPACT Milieu Climate® makes maximising the comfort, safety, and energy efficiency of home/office HVAC systems more intuitive than ever. Better for the home, better for the planet, great for the wallet. Some users with HVAC systems utilise a 'set once and forget approach'. Milieu uses a combination of sensors to help automatically adjust settings for optimal operation. The more efficient operation of home/office HVAC systems has the potential to lead to incredible energy savings and significantly reduce the home/office emissions over the course of just one year. The Milieu Smart thermostat also shows you the air quality of a room - helping to monitor the health of the home.

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KENWOOD TITANIUM CHEF PATISSIER XL KITCHEN MACHINE PRODUCT DESIGN

DOMESTIC APPLIANCES

DESIGNED BY Kenwood Limited

COMMISSIONED BY Kenwood Limited

DESIGNED IN United Kingdom Hailing from the United Kingdom, the new Kenwood Titanium Chef Patissier XL will inspire at-home bakers to create complex recipes by making tricky baking tasks as simple as pushing a button. This machine is more than just a mixer, and will help bakers excel at even the most complex recipes, delivering expert results effortlessly.

CHALLENGE When developing the Titanium Chef Patissier XL the FULL Range was taken into consideration. Designers used a platform approach across the range's core technology, ensuring the benefit from economies of scale, differentiation with a compelling trade-up proposition and complex first - the most technically complex machine first. Value analysis research was conducted to identify what Bakers care about. The overarching objectives were to strengthen Kenwood's authority in category and for the Patissier specifically, the professional mixer segment. The design recipe for success was to develop a benchtop mixer with the highest perceived value to increase conversion and attract new consumers.

SOLUTION The value analysis research identified & qualified what bakers cared about and designers were able to bring these to life creating desirability through innovation, developing new baker relevant features. The Titanium Chef Patissier XL personifies superiority & durability, providing confidence and inspiring bakers to create complex bakes. The design holds true to its iconic Kenwood 'C' shape, housing an abundance of relevant baking features. Imperative to its design success was to ensure simplicity in use and to balance this, all the main features have been aligned on two major axes centered on the bowl and the control dial.

IMPACT Kenwood is an expert in food preparation products, combining a deep love of good food with a complete understanding of how people like to cook and eat. This expertise has led to the design of the Titanium Chef Patissier XL, giving culinary devotees the confidence to imagine, learn and create complex bakes from scratch. This new design enhances the Kenwood range with a superior and innovative benchtop mixer expanding new market opportunities to Kenwood. The R&D investment in new technology platforms will be leveraged across the full new chef range to maximize the ROI.

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PRESTO SALON HAIRBRUSH CLEANER PRODUCT DESIGN

DOMESTIC APPLIANCES

DESIGNED BY Outerspace Design Comfortel

COMMISSIONED BY Comfortel Furniture

DESIGNED IN Australia Presto is an Australian-designed electric brush cleaner that makes it easy to remove hair from hair brushes. Presto by Comfortel solves the manual task of hairbrush cleaning and results in a faster, more thorough and more hygienic experience for hair stylists and their clients.

CHALLENGE As a leading supplier to the hair salon industry, Comfortel identified that cleaning hair from hair brushes was a manual task that needed a more efficient and consistent way to be performed. This would improve cleaning standards and client experience within salons. Comfortel was determined to solve the problem, and worked out that the solution had to be: • Compact so it doesn't take up too much bench space • Compatible with a wide range of hairbrushes • Fast and efficient at performing the task • Easy and intuitive to use and maintain • Quiet to operate • Complimentary to salon interior aesthetics

SOLUTION The Comfortel Presto Brush Cleaner works by inserting a brush and cleaning with rotating synthetic fibres. The interplay of the rotating bristles, hair catchment and rear vent creates a patented cyclonic airflow which efficiently collects both hair and hair care product particles that are often hard to remove from the brush. The debris is ejected and trapped in the removable canister enabling touch-free disposal when full. This effective cleaning tool leaves brushes free of hair and product debris, allowing the salon to sterilize with ease. The modern curves and ergonomic shape make it a stylish addition to any salon.

IMPACT Presto is a unique product with a universal design language making it intuitive to understand and use. It has created export sales in new markets and created commercial and distribution opportunities for Comfortel in countries around the world, including the key markets of the EU and USA. The transformation of brush cleaning from a frustrating inconvenience to an enjoyable activity makes it easy for stylists to clean their brushes and sterilize frequently. Hygiene concern is at an all time high worldwide. Presto helps minimise cross-contamination enabling salons to operate safely, providing peace of mind for salon owners, stylists and clients.

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STOOL DOLLY PRODUCT DESIGN

FURNITURE AND LIGHTING

DESIGNED BY BoardGrove Architects Holly Board Peter Grove

COMMISSIONED BY MPavilion

DESIGNED IN Australia BoardGrove Architects’ seating design for MPavilion 2020 responds to the need for 'physical distancing' in times of pandemic. Stool Dolly considers how individuals can informally create separation through spatial means. The Australian design is reminiscent of paper dolls connected by out-stretched limbs, as each Stool Dolly can be positioned at ‘arm’s length’ (1.5m) or interlocked.

CHALLENGE It was very important that the MPavilion stool commission respond cleverly and positively to the challenges brought on by the pandemic. The key design brief was to create seating for audiences to enjoy MPavilion's cultural programming of events apart from each other, yet still together - for patrons to feel safe in a crowd, but not alone. It was also necessary that the stools be stackable, lightweight and easy to reconfigure. Another consideration was durability to ensure the stools last a 4-month season of daily events, as well as be easy to clean and disinfect.

SOLUTION BoardGrove Architects responded to the MPavilion's design brief both practically and playfully. Mimicking the concept of children's paper dolls standing apart from each other but still touching, the stools allow people to sit the stipulated 1.5m apart, whilst still feeling a sense of togetherness and connection. The colourful palate evokes a sense of positivity and delight. Stool Dolly is stackable and versatile, easily reconfigurable to suit different event types and interlockable to allow groups to sit next to each other. Stool Dolly is made from ply which is lightweight and durable and the smooth paint finish allows for easy disinfecting.

IMPACT Stool Dolly's interconnected design creates a genuine sense of intimacy and closeness at a time when people are being forced to stay apart. It innovatively allows people to gather as a community whilst still abiding by physical distancing rules. The whimsical and colourful design brings a light-hearted joy during a time of stress and uncertainty. The significant positive social impact of the Stool Dolly design was very apparent throughout the MPavilion season, giving people a feeling of safety and security and diminishing the sense of social anxiety caused by the pandemic.

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THE CUSTOMFLOW C90 PRODUCT DESIGN

HARDWARE AND BUILDING

DESIGNED BY Dr Matthew Dingle A/Prof Matthias Weiss Prof John Duncan COMMISSIONED BY Dr Matthew Dingle A/Prof Matthias Weiss Prof John Duncan DESIGNED IN Australia FormFlow’s C90 creates a discrete bend in the corrugated sheeting used in buildings. It has been designed to produce an airtight, structural connection at corners that enhances fire proofing and enables new solutions for sustainable and low-cost building fabrication. The Australian designed product is also aesthetically pleasing, exciting both architects and designers.

CHALLENGE The challenge was to develop a building product that is Australian-made and both aesthetically pleasing and functional. Current timber frame building construction leaves gaps in the building portfolio at the corners and the roof ridges where capping pieces need to be installed. This makes the building prone to ember attack during bushfires and facilitates air flow which reduces energy performance. The aim was to develop a new building product that enhances fire and energy performance while at the same time facilitating new solutions for low cost and sustainable building manufacture.

SOLUTION FormFlow's C90 is a sharp bend across corrugated iron. It allows a single sheet wrapped around a corner or over a roof or ridge peak to form a simple, clean, gap free joint. This creates a mechanical connection between wall or roof segments so the corrugated sheeting can function as a structural element rather than just a cladding material. The C90 reduces internal framing and opens new, efficient ways to fabricate and assemble building products. It is airtight and eliminates ember penetration while providing an attractive and aesthetically pleasing alternative to the current method for finishing wall to wall corners.

IMPACT Based on the C90, FormFlow has developed new building systems that address housing affordability and provide shelter for disadvantaged and marginalised groups by making building construction more efficient, faster and at lower cost. The C90 transforms corrugated iron, a product ubiquitous in Australia, into a structural and aesthetically pleasing building element that enables the development of innovative new building solutions. It delivers a sustainable competitive advantage to Australian companies that can be leveraged internationally. Environmentally, it eliminates gaps in the external envelope of buildings to improve thermal efficiency, decrease environmental impact and reduce the threat of ember attack during bushfires.

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PEAK INVERTED INCENSE BURNER PRODUCT DESIGN

HOUSEWARES AND OBJECTS

DESIGNED BY SKEEHAN Studio Tom Skeehan Rachel Byron George Shvili Ryan Robinette

COMMISSIONED BY ROU House

DESIGNED IN Australia The Peak Inverted Incense Burner by ROU turns the quiet practice of burning incense on its head. By concealing the incense stick inside a minimal and handcrafted aluminium vessel, the polished brass lid creates a gentle flow of smoke and fragrance. Designed in Australia, PEAK celebrates materiality and daily rituals.

CHALLENGE The overall project goal and brief was to re-imagine the way incense behaves with the built environment. Consider the ritual and process of burning incense and create a unique object that celebrates materiality, local manufacturing and the value of good design.

SOLUTION This object responds to the way we behave in an ever-changing built environment. Considering the function of burning incense and exploring new ways to control the experience. This new approach demonstrates a user-centred approach to object design, placing the function and user interaction at the core of the concept.

IMPACT The homewares / object space is heavily saturated with an array of products that often build on previous typologies and perceived functions. The Peak Inverted Incense burner literally flips this narrative and delivers a truly unique sensory experience.

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REDIROOM - INSTANT PATIENT ISOLATION ROOM PRODUCT DESIGN

MEDICAL AND SCIENTIFIC

DESIGNED BY Care Strategic Design + Industry (D+I) GAMA Healthcare

COMMISSIONED BY GAMA Healthcare

DESIGNED IN Australia The Rediroom mobile cart transforms into a fully operational isolation room in under 5 minutes - with just a single person operating it. With a HEPA-filtration system, this Australian designed product also removes 99.5% of infectious droplets from the air to ensure the isolation room is fully air-filtered.

CHALLENGE 1 in every 10 patients in an Australian hospital has a health care-associated infection. Despite that staggering statistic, the rise of antibiotic resistance and our experiences with the COVID-19 pandemic, we still have a shortage of isolation spaces in healthcare. That forces infectious patients to be cared for on an open ward, spreading infections to those around them. Rediroom was conceived to solve that problem. That meant it needed to be suitable for the most common healthcare associated infections and be easy to decontaminate.

SOLUTION Rediroom is the world's first mobile isolation room. It transforms from a mobile PPE cart into a fully operational patient isolation room around an existing bed space. It can even be deployed whilst the patient is still in bed - safely isolating bed bound patients. Because Rediroom is mobile, it allows hospitals to increase their isolation capacity wherever it's needed - rather than sending patients to a spare isolation bed on an unrelated ward as is common practice. The physical barrier and hands-free entry/exit help limit spread of contact pathogens and reduce the risk of hand transmission. In-built HEPA and carbon air filters remove 99.5% of respiratory droplets down to 0.3 micrometres before returning infectious air to the open ward - more efficient than an N95 respirator.

IMPACT Originally designed to address the spread of antibiotic-resistant organisms within healthcare, Rediroom had an accelerated roll-out across the globe in response to the COVID-19 pandemic. The National Health Service (UK) has purchased more than 300 units (Feb, 2021) and Rediroom has generated more than $10 million (AUD) sales since launch. That success is driving international expansion plans. Beyond COVID, the WHO is promoting physical isolation as a vital step in preventing the spread of key hospital pathogens.

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FLITEBOARD ULTRA PRODUCT DESIGN

SPORT AND LIFESTYLE

DESIGNED BY Fliteboard Pty Ltd Katapult Design Tekt Industries

COMMISSIONED BY David Trewern

DESIGNED IN Australia Fliteboard is an electric hydrofoil that gives the sensation of flying over water. ULTRA is the evolution of the iconic Fliteboard eFoil, custom designed in Australia for extreme performance for advanced riders.

CHALLENGE The brief was to further refine Fliteboard to improve the general UX, reliability and manufacturability, whilst delivering a new elite level performance board enabling advanced riders to progress as the sport continues to grow. ULTRA's unique design needed to allow riders to attempt previously impossible moves, such as landing backflips or extreme wave jumps, whilst remaining connected to the board. This required a smaller, lighter and more responsive eFoil, without compromising the deeply considered design, hardware, electronics and software Fliteboard is renowned for. ULTRA specifically needed to set a new global benchmark for useability and performance.

SOLUTION Every detail of ULTRA is custom designed to achieve maximum performance. At just 4"2', ULTRA's reduced swing weight, chined rails and refined hydrodynamic fuselage are game changers. Add in adjustable, factory fitted footstraps and you have a board that delivers expert riders improved performance and responsiveness. Re-designed eFoil electronics enable direct, wireless communication between the handset controller and the eFoil. The subsequent removal of the external receiver and data cabling created a simpler UX, improved production outputs and addressed reliability issues. Revolutionary new wings allow advanced riders to achieve maximum speed, turns, wave riding, jumps and more.

IMPACT

From the outset, Fliteboard's aim was to create the world's best eFoil. This singular focus has taken the company from a start-up with a vision to a global leader, pushing boundaries for electric hydrofoils. Our investment in simplification, safety and performance has been met with outstanding feedback. ULTRA boards have been in high demand with advanced riders. A talented and passionate Fliteboard team has been built to deliver strong after sales support to a growing, global customer base. Fliteboard is emission free, wake free and virtually silent helping accelerate the shift towards more environmentally friendly powered marine craft.

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SCUTE FISHING ROD CASE PRODUCT DESIGN

SPORT AND LIFESTYLE

DESIGNED BY Wade Kalajzich Adam Goodrum

COMMISSIONED BY Wade kalajzich & Adam Goodrum

DESIGNED IN Australia SCUTE is a fishing rod case for rod storage and transport. The Australian designed product provides secure rod storage in-situ or during travel for 6 rods. The design combines practical and useful features to ensure maximum rod life and performance.

CHALLENGE Most available fishing rod cases are 'end opening'. They are difficult to pack. They require all rods to be unloaded or loaded at the same time. Available 'end opening' and 'side opening' cases have ineffective rod restraint and rod separation; rods are easily damaged. Existing cases have not been designed to be locked to a vehicle and are susceptible to heavy impacts, tampering and theft. So we designed a fishing rod case that is strong, lightweight, restrains and separates individual rods, is easily adjustable without tools, is lockable, quick to load and unload and integrates with car rack storage systems.

SOLUTION The SCUTE design solution is based on two proprietary aluminium extrusions. The extruded profiles have two key features. 1. Interlocking edges. 2. A double sided (internal / external) channel. The interlocking edge creates two full length hinges which are extremely strong and allows SCUTE to open into a 'wide' side opening position. The double-sided track provides a 'full length' mounting structure for all internal and external fittings without additional machining. In addition to their utility, these two features eliminate a large amount of post processing in comparison to using standard hinges and fitting mountings which require machining, and fixing hardware.

IMPACT Every angler has at least one broken rod story, but they don't like using rod cases, why? Because existing rod cases do not work very well. They are slow to pack and unpack. Most rod cases require all rods to be removed at the same time and rods regularly get damaged while in a rod case. So we reinvented the fishing rod case. The result is a rod protection system that goes well beyond a case for your rods when you fly. SCUTE is the permanent rod storage solution for home, car and air travel.

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COMMUNITY OF EXPERTS SERVICE DESIGN

COMMERCIAL SERVICES

DESIGNED BY Emma McRobert Jarrod Fehlmann Lisa MacDonald Nadia Hudson Mark Weathered

COMMISSIONED BY Emma McRobert

DESIGNED IN Australia Community of Experts reinvents what it means to give amazing customer care. It’s a truly customer-centric model and an industry-changing transformation. Every customer is matched to a dedicated team empowered to solve their needs. Community of Experts is Optus’ largest-ever operational transformation, intent on creating lasting customer relationships.

CHALLENGE Traditional contact centres are notorious for giving customers the run-around. Customers are forced to navigate complicated phone menus and get bounced between representatives with specialised knowledge. Centred around maximising operational efficiency, this model can come at the cost of the customer experience. We wanted to become Australia's most loved everyday brand, one that creates lasting customer relationships. We were challenged to create a service that was customer centric, required zero transfers, had communities supporting different channels (voice, messaging), provided multiple skill sets (e.g. financial services, service, tech) and used customer experience to inform performance.

SOLUTION We wanted to give our customers amazing care. We designed Community of Experts to exceed all expectations, to give customers the best care experience imaginable. No barriers, no dreaded call-centre run-around - we own and solve it. We created multi-disciplinary, collaborative teams to solve customer needs, including contract renewal, billing assistance, or answering product questions. The best thing is, customers return to the same Community of Experts, with the Expert handling the call or message responsible for the customer's enquiry end-to-end. We implemented Communities after an iterative design and piloting process, with 3,500 employees supporting customers during the COVID-19 crisis.

IMPACT After implementing Community of Experts, Optus recorded sharp jumps in performance. This was especially true for customer experience, with some communities experiencing record-high NPS, Issue Resolution, and record-low Transfer Rate. Our Experts are happier too - we consistently score high in employee engagement thanks to the new model. However, one of the greatest impacts of transforming to Community of Experts was the ability to support customers experiencing hardship after the devastating Queensland bushfires, COVID and the NSW floods.

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THE INNOVATE CURRICULUM: SCHOOL-BASED DESIGN THINKING FOR SUSTAINABLE FUTURES SERVICE DESIGN

EDUCATION SERVICES

DESIGNED BY Darren Menachemson Ian Thompson COMMISSIONED BY The Ed Institute Pty Ltd ACT Government DESIGNED IN Australia Innovate is a sustainability-focused curriculum for school-aged changemakers. Innovate teaches young people how to use design thinking and systems-level innovation to tackle the biggest challenges of society. Students create solutions that work for their local school community, but have the potential to scale for global impact.

CHALLENGE The world is in a transitional period. It faces major sustainability challenges already being felt in people's day-to-day lives. Education is critical to how society responds. School systems are hungry to adapt their learning to recognise changing needs of society, environment and the fourth industrial revolution - but they don't always know how, and often lack the resources - particularly in communities experiencing vulnerability. So how do we give young people tools, mindsets and inspiration to accelerate their role as as tomorrow's leaders, change makers and disruptors, ready and empowered to design a sustainable future - irrespective of socioeconomic context?

SOLUTION Innovate is more than a curriculum: it's a pedagogy system. It teaches young people (aged 12+) how to have impact on complex sustainability challenges using design thinking. "Innovate" helps them zoom into the human experiences / motivations underlying their sustainability challenge, and zoom out to understand the wider system. Through a combination of human-centred design and systems thinking, groups of learners research their issue, ideate locally implementable, globally scaleable solutions, and prototype, pitch and deliver the highest potential one. Innovate adapts to any sustainability challenge with content from the frontiers of public good design, engaging and empowering students and educators alike.

IMPACT The first implementation of the Innovate Curriculum was co-designed with ACT Government and piloted in early 2021 by a Canberra school. It received strong teacher and student engagement, inspiring powerful thinking on the topic of sustainable transport. The Innovate curriculum's Sustainable Transport implementation will be rolled out to a broader range of schools shortly and is available under subsidised / pro bono models for schools in need in developed / developing countries. The curriculum was inspired by a previous, multi-award-winning curriculum which we co-developed with ACT Government, that focused on healthy behaviours; and by our experience adapting design thinking education for disadvantaged USA communities.

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