An innovation lab to change how people work, learn, and collaborate

Australia Post

We created an Innovation Lab to drive creative problem solving, human-centred design, and collaboration across the organisation while nurturing a culture of learning, experimentation, and customer commitment. The challenge wasn't just designing a physical space, but creating a multi touch experience that genuinely excited people to work in new ways and made innovation feel accessible, not abstract.

Using experience prototyping, we simulated real scenarios, tested assumptions, and built empathy for how teams would actually use the space, ensuring the lab supported behaviour change, not just activity.

Outcomes

• Developed an end to end service model for the Innovation Lab
• Designed a spatial blueprint defining zones, functions, and behaviours within the lab
• Defined technical and operational requirements aligned to real user needs
• Used experience prototyping to uncover hidden assumptions and refine decisions early
• Enabled close collaboration between CX, interior design, and technical teams
• Delivered a lab concept grounded in empathy, usability, and cultural impact