Relates to

Single Digital Presence
Design & user research, Discovery & strategy
Civic tech, Open design, Whole of government
Innovator, Marketer

What is open design?

A design artefact is open if anyone is free to use, reuse and redistribute it. Importantly, this means open design elements are NOT subject to copyright and are NOT owned by one person/organisation/agency. More about open design

Salsa’s open design services

Salsa offers a range of services around open design in Australia and specifically for government agencies. We can help you design, build, package and manage shared resources with:

1. Strategy and vision workshops
Helping you define who your clients or customers are, their real needs, and the opportunities to deliver better service experiences. We use proven human-centred design techniques to solve real problems.

2. Customer journey mapping
We help you map your end-to-end service delivery through different channels and service streams. For example, the process of obtaining and renewing your driver's license. We have a mature toolkit that helps you understand gaps and opportunities. Sometimes just mapping your end-to-end customer journeys can deliver immediate quick wins.

3. Persona development and needs identification
We help you develop personas (key characteristics, drivers, needs, etc. of your website users) that show you how people interact with your services and products. Our personas represent a cluster of service interactions and behaviours that together dynamically cover the entire service ecosystem.

4. Customer research
We are passionate about helping you discover the unique world of your customers and their needs. We apply learnings of qualitative data (thick data) as a lense to effectively view and make sense of quantitative analytical data (big data). This provides tactical insights and practical service improvements.

5. Experience design, co-design and service innovation
At this point we understand your service vision, we have worked through various lenses to understand your customers' experiences, we have talked to your customers, looked at all the data and we understand the problems and opportunities. Now we work with you to apply our cumulative wisdom and creativity to design delightful service and product solutions.

6. Low-fidelity and high-fidelity clickable prototyping
We believe in making it and breaking it early. Having tangible prototypes in our clients' hands gives them a realistic understanding of the product or service. Prototyping is key to good design development. It allows practical, real-life testing for all stakeholders. Clickable prototypes ensure a high level design testing and finessing before a single line of code has been written.

7. Design asset management and open design principles
Sharing is caring. The days of individual siloed government services and products are over. There’s no point reinventing the wheel when there’s an abundance of design knowledge and assets out there. We help you document design assets that can be shared at your will today or tomorrow. We help you set up a system to manage your design artefacts and digital assets.

Salsa provides a low-cost, high value-add customer journey mapping and persona development package to create immediate service improvement. All of the above services can be customised into packages to suit your unique service and product improvement goals. Simply fill out the contact form at the bottom of this page and we'll get back to you.

Get in touch

Click the button below or call us on 1300 727 952 for an obligation-free chat about your agency’s needs.

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