Thoughts on human-centred design and reports from industry meet-ups.

This site is a thank you to all the community organisers and speakers who share their knowledge to help others build their skills. I report back on Service Design, CX, UX, and agile meet-ups and write about what I’ve learned in my design practice and work-life.


Hi, I’m Eri

I’m a service designer and design manager from Sydney. I follow a human-centred and participatory approach to help organisations refresh customer strategy, improve staff and customer experiences, and design and deliver new products and services.


It’s the customer brief

The work I do starts with an understanding of customers and users. I mine insights from reports, I draw on the knowledge of staff, and sometimes I conduct new research. The aim is to uncover something new and build a shared understanding of people’s needs to solve obvious and less obvious problems.

I call it the customer brief.

Here are some of my most popular posts about design research tools I use to build those briefs.