Service Design
Designing and improving services across channels and moments that matter.
- Journey mapping
- Service blueprinting
- Experience redesign
- Opportunity identification
Consultant
Carla Sarli
Strategy & Service Design Consultant
I am Carla, a service design consultant blending research, strategy and visual thinking to connect meaningful customer experiences with tangible business outcomes.
I help organisations design and improve complex services across digital and physical channels, particularly where customer experience, operations and delivery need to work together. With more than 15 years of experience since 2008, I bring a cross-disciplinary practice shaped by consulting, teaching, writing and service design.
Selected organisations
In Australia, I have worked with Tier 1 organisations including NAB, AGL and EnergyAustralia, as well as selected Tier 2 clients. Previously, across Latin America, I collaborated with global organisations including Meta (Facebook), PepsiCo, Bayer, AB InBev, DirecTV, Shire, The Coca‑Cola Company, Golden Arches, Millicom and AbbVie.
Australia
NAB
AGL
EnergyAustralia
Selected Tier 2 clients
Global clients
Meta
PepsiCo
Bayer
AB InBev
DirecTV
Shire
The Coca‑Cola Company
Golden Arches
Millicom
AbbVie
How I help
Designing better services in complex organisations.
I partner with organisations navigating complex service environments, helping teams understand challenges, align stakeholders and shape services that connect customer needs with operational and business realities.
Strategy
Turning insight into clear direction, priorities and decisions.
- Service strategy
- Insight synthesis
- Opportunity framing
- Strategic recommendations
Transformation
Helping teams move from understanding to action and implementation.
- Aligning teams around service vision
- Translating insights into roadmaps
- Supporting service innovation
- Connecting design with delivery
Selected work
Recent work shaped by service complexity.
My portfolio includes selected work across banking, digital engagement and service transformation. Because it contains confidential client work, it is shared on request only. Please email me or connect with me on LinkedIn if you would like to review it.
Writing & Speaking
Writing as part of my practice.
Writing and speaking are part of my professional practice, and teaching and research have been an important part of my professional trajectory. I have published articles and essays mainly in Spanish in indexed journals and edited books, and have presented at conferences such as UX Australia.
Iris Alba’s Graphic Work at Sudamericana Publishing House
Book chapter analysing the graphic work of Iris Alba and its role within the history of Argentine publishing design.
Book chapter — Iris Alba: Gráfica, Flecha Books
2025
Story Showing: The Use of Infographic Resources to Present Research Results
Conference presentation exploring the use of infographics and visual artefacts to communicate design research outcomes.
Design Research Conference — UX Australia
2023
Infographics as an Artifact
Book chapter examining conceptual frameworks and production strategies used in the innovation of infographic design at Clarín newspaper.
Book chapter — Thinking Design, Ediciones Infinito
2021
The Social Studies of Science and Technology as Theoretical–Methodological Tools for Analysing Design Processes
Research conference paper applying Science and Technology Studies as analytical frameworks for understanding design processes.
34th Research Conference SI+
2020
On How Modern Typographic Design Slips Through Clarín’s Redesign and Infographics — A Review on 60 Years of History
Peer-reviewed article examining the evolution of typographic and infographic design in Clarín through sixty years of editorial transformation.
Journal article — InfoDesign: Revista Brasileira de Design da Informação
2019
About Carla
A cross‑disciplinary approach to service strategy and organisational complexity.
Carla Sarli is a strategy and service design consultant based in Melbourne with more than 15 years of experience working across Latin America and Australia. Since beginning her career in 2008, she has collaborated with global organisations, regional leaders and complex service businesses navigating transformation.
Her work focuses on helping organisations navigate complexity and design services that connect customer experience with organisational outcomes. She specialises in environments where services span multiple channels, teams and systems — situations where clarity, alignment and strategic direction are essential.
Across her career, she has worked with global brands including Facebook (now Meta), PepsiCo, Bayer, AB InBev, DirecTV, Shire, The Coca-Cola Company, Golden Arches, Millicom and AbbVie, as well as Tier 1 Australian organisations such as NAB, AGL and EnergyAustralia.
Focus areas
- 15+ years of experience since 2008
- Complex service environments
- Banking, energy and digital platforms
- Customer and operational experience
- Insight-led strategy and visual frameworks
Contact
Let’s work together.
If you’re exploring how to improve a service, align teams around customer experience, or shape a service strategy, I’d be happy to connect.
This site is designed to be simple, clear and easy to evolve — a home for consulting work, selected writing and future case studies.