Great experiences can happen by accident, but what if we create them?
Every interaction a person has with your organisation shapes how they feel, what they understand, and whether they choose to engage again.
Touchpoint Co-design helps organisations uncover the underlying cause of frustration points, identify opportunities, and design experiences that are clearer, more meaningful, and easier to navigate.
Designing better experiences for people, communities and the environment.
Meaningful change begins with understanding the world we share, the people within it and the systems that shape our experiences.
Touchpoint Co-design works with organisations to explore complex challenges, understand community needs and develop thoughtful, practical approaches to positive change. From environmental initiatives and community programs to public-facing services and educational experiences, we help connect people with the information, places and ideas that matter.
Through research, stakeholder engagement and collaborative design, we uncover overlooked opportunities and turn insights into meaningful experiences, clearer communication and practical strategies.
Human-centred design for social, community & environmental impact.
We bring together research, service design, storytelling and tangible design to help organisations engage communities, communicate complex ideas and create experiences that encourage understanding, participation and positive change.
The Design Process
Discover
Understand people, context, challenges, and opportunities through research.
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Define
Identify insights, priorities, and opportunities for improvement.
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Develope
Develop ideas, concepts, and experiences through collaboration.
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Deliver
Gather feedback and improve solutions before implementation.
Initial Consultation
For organisations exploring a problem, opportunity or project.
A focused conversation to understand what is happening, who is affected, what you want to achieve and what support may be appropriate.
Includes:
- Initial consultation meeting
- Review of relevant background information
- Initial problem or opportunity discussion
- Recommended next steps
- Brief summary
Ideal for: Community organisations, not-for-profits, government, education and environmental organisations that know something needs to change but aren't yet sure what the project should look like.
Research Package
Understand the problem before deciding what to do next.
Research helps organisations develop a deeper understanding of complex challenges, the people affected by them and the opportunities for meaningful improvement. This creates an evidence-informed foundation for future strategies, services and experiences.
Research may include:
Reviewing existing information and documents
- Stakeholder mapping
- Interviews and observation
- Site visits
- User and community research
- Co-design activities
- Experience analysis
- Identifying problems and opportunities
- Synthesising research findings
Deliverables may include:
- Research findings and key insights
- Stakeholder maps
- User or community profiles
- Journey maps
- Problem and opportunity areas
- Recommendations
- Research report or presentation
Ideal for: Community, social, environmental, education and government projects where organisations need to understand people's experiences and involve those affected in shaping future strategies.
Prototype Development
Turn ideas into something tangible enough to explore and test.
Prototyping allows organisations to investigate potential solutions, gather feedback and refine concepts before committing significant resources to implementation.
Depending on the project, this may include:
- Ideation methods
- Rough concept designs
- Prototyping
- Co-design workshops
- Testing and evaluation
- Visualising concepts
Includes:
- Prototype development
- Iteration
- Testing
- Feedback
- Refinement
Ideal for: Projects that need to explore a proposed service, program, experience, communication or other solution before deciding how to implement it.
Co-design Sessions
Bring people together to explore challenges and develop solutions.
Facilitated sessions help organisations, stakeholders and communities contribute their perspectives, generate ideas and work collaboratively on design challenges.
Sessions may be used to:
- Explore a problem
- Understand different perspectives
- Generate ideas
- Develop concepts
- Develop prototypes
- Test ideas
Includes:
- Session planning
- Facilitation
- Design activities and materials
- Documentation
- Summary of outcomes
Ideal for: Community-led initiatives, environmental programs, place-based projects and organisations that want the people affected by a project to help shape its direction.
Implementation Support
Move from an approved design to practical action.
Support organisations in applying the strategies and concepts developed through the design process, helping projects progress from planning into implementation.
May include:
- Implementation planning
- Project coordination
- Testing and refinement
- Supplier or partner liaison, where appropriate
- Post-implementation evaluation and adjustments
Ideal for: Organisations that have completed research and design and need support putting the agreed approach into practice.
Evaluation & Follow-up
Understand what worked, what changed and what could improve.
Return to a project after implementation to assess whether it achieved its intended outcomes, understand people's experiences and identify opportunities for further improvement.
May include:
- User and community feedback
- Observation
- Interviews
- Experience reviews
- Outcome reviews
- Identification of unintended issues
- Recommendations for adjustments and improvements
Evaluation can be commissioned as a follow-up review or incorporated into a larger implementation project.
Ideal for: Organisations that want to assess the effectiveness of a service, program, initiative or designed experience and make informed decisions about what to improve next.
Let's talk about your next project
Have a meanigful community, social or environmental challenge you'd like to explore?
Perhaps you're developing a community initiative, working on an environmental program, rethinking how people experience a place or looking for a better way to communicate an important idea.
Book a free initial consultation with Touchpoint Co-design. We'll discuss your project, the current challenges you are facing, what you'd like to achieve and whether service design could help.