Transformation

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Overview

In an era of AI-driven change, service design is the bridge between emerging technologies and meaningful human outcomes. Australian organisations are under pressure to rethink how services are delivered, experienced, and governed—yet transformation efforts often fall short without a design-led, people-first approach.

Altamir brings together service design, systems thinking, and transformation strategy to help organisations reimagine their services from the ground up. We work across departments and disciplines to uncover pain points, streamline operations, and co-design future-state experiences that are efficient, inclusive, and ethically aligned.

Our approach is grounded in participatory design and responsible innovation. We help clients move beyond pilots and prototypes—toward scalable, human-centred transformation that embeds trust, usability, and impact into every touchpoint.

Why it matters:

  • Align services and systems with evolving user needs and community expectations

  • Reduce inefficiencies and fragmentation across organisational processes

  • Build adaptable, future-ready service models that embrace AI and digital change

What’s at stake:

  • Poorly designed services increase friction, disengagement, and operational waste

  • Siloed transformation efforts lead to inconsistent experiences and missed opportunities

  • Lack of human-centred design amplifies exclusion and ethical risk in AI systems

“Human-centred design reduces rework and project costs by up to 50% by identifying system inefficiencies and unmet user needs early in the process.” — *IBM Institute for Business Value, *Design Thinking Drives Business Value, 2023

Our Services:

  • Current-state discovery and experience mapping
    Gain deep insight into how your services actually work — across people, systems, and touchpoints.

  • Future-state visioning and service blueprinting
    Co-design smarter, more ethical and efficient service models that align with organisational strategy and user needs.

  • End-to-end service transformation planning
    Develop structured, scalable roadmaps that connect your strategic goals with real delivery milestones.

  • Stakeholder engagement and co-design facilitation
    Bring the right voices into the room — staff, customers, clinicians, regulators — to shape services that work in the real world.

  • Operating model and capability design
    Align processes, teams, and tools to deliver seamless, responsible, and future-ready services.

  • Integration of service design with AI, data, and digital programs
    Ensure emerging technology enhances service delivery without compromising ethics, trust, or usability.

  • Benefits realisation and delivery oversight
    Track outcomes, measure impact, and govern transformation to ensure it delivers on its promise.

Resources

Download Altamir’s Regulatory Readiness for Responsible AI

A compliance checklist to evaluate organisational readiness across privacy, transparency, bias, and legal obligations in AI deployment.

Industry Insight

Join the masterclass on Service Design

Whether you're working in government, healthcare, not-for-profit, or a corporate service environment, this masterclass will enable you to approach transformation with clarity, creativity, and confidence.