Service Design
Designing and improving services across channels and moments that matter.
- Journey mapping
- Service blueprinting
- Experience redesign
- Opportunity identification
Strategy & Service Design Consultant
Carla Sarli
I help organisations navigate complexity and design services that connect meaningful customer experiences with tangible business outcomes.
Selected organisations
In Australia, I have worked with Tier 1 organisations as well as selected Tier 2 clients. Previously, across Latin America, I collaborated with global organisations.
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 clarity in complex service systems.
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.
Writing & research
Writing as a 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.
View publication →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.
View presentation →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.
View book →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.
Read article →Journal article — InfoDesign
2019
About Carla
A cross-disciplinary practice for complex organisations.
I am a Melbourne-based service design and strategy consultant with more than 15 years of experience working across Latin America and Australia.
I specialise in environments where services span multiple channels, teams and systems — situations where clarity, alignment and strategic direction are essential.
With a background spanning graphic design, research, teaching and consulting, my practice brings together analytical depth and visual precision to make complexity understandable and actionable.
Contact
Open to selected collaborations.
If you are exploring how to improve a service, align teams around customer experience, or shape a clearer strategic direction, I would be happy to connect.