Iain Barker is a principal at Meld Studios. He has over 15 years experience using qualitative research and design techniques to help public and private organisations create successful products and services. He is passionate about helping organisations understand, explore, refine and realise new opportunities so they obtain maximum business value.

Originally from the UK, Iain has been living and working in Sydney, Australia since 2004.

Service design cannot be practiced to its fullest extent without the capability of capturing and expressing what a service is. Service mapping is both a process and an artifact doing just that, capturing the touchpoints, roles, systems, contexts and intent within a service. Drawing on their work with some of Australia’s largest organisations and smallest start-up businesses, Janna DeVylder & Iain Barker from Meld Studios will share practical insights applicable to anyone wanting to use service mapping in supporting businesses. Janna and Iain will walk through the immense business and operational value around the value of mapping a business’ current-state service delivery and identifying opportunity areas; expressing the service future state; and articulating the service roadmap of getting from today to the future. Whether there is an entire project dedicated to this exercise, or a portion of the mapping can be done within a smaller project scale, there is always a place for a business to start.

Together with Janna DeVylder