Over two decades, I’ve had the privilege of designing and transforming some of the most complex service systems in Australia—across justice, mental health, primary care, family violence, and community wellbeing. From co-leading the establishment of Victoria’s first Statewide Trauma Service, to guiding the redesign of reintegration systems in corrections, to implementing culturally safe service models and practice with First Nations Leaders, my work has always been about more than reform—it’s been about repair, reflection, and reimagination. 

At Ruqi, we understand that changing a system isn’t just about structures and frameworks—it’s about people, context, and values. We approach system and service design as an opportunity to listen deeply, challenge assumptions, and co-create models that are coherent, culturally responsive, and built to last. It about energising people to share in the system and service.

Our Approach to Complex System and Service Design

We use proven, evidence-informed approaches that draw from systems thinking, trauma-informed design, codesign methodologies, and implementation science—tailored to the specific needs of each organisation or sector.

1. Context and Listening

We begin by understanding the system as it exists—its people, policies, relationships, and purpose. This often includes:

• in-depth interviews

• mapping and workflow reviews

• qualitative and quantitative data analysis

This step is about building a full picture of what’s working, what’s missing, and where drive for change lives.

2. Collaborative Diagnosis

We work with your team and stakeholders to explore:

• the core purpose 

• pain points, bottlenecks, and missed opportunities

• unspoken norms and power dynamics shaping service access and experience

This phase ensures that redesign efforts are not surface level but get to the root of the issue.

3. Co-Design and Prototyping

Together, we design new models, pathways, or structures that are:

• Grounded in lived and living experience and expertise

• Tested through continuous feedback loops

• Grounded in and responsive to cultural, contextual, and community needs

We use tools like journey mapping, theory of change development, and low fidelity prototyping to keep this stage accessible and creative.

4. Testing and Refinement

We support implementation through:

• Pilot planning

• Evaluation design

• Adaptation based on feedback

• Identification of enablers and risks

This phase ensures our design is viable and embedded, not just aspirational.

5. Capacity Building and Embedding

Sustainable design depends on the people who carry it forward. Over the years, I’ve seen too many well-intended redesign efforts stall at the point of implementation—not because the ideas weren’t sound, but because the follow-through wasn’t supported.

At Ruqi, we create the safety net so that that doesn’t happen. We help build the internal capability needed to turn intention into action and change into practice. This includes:

• Staff training and reflective practice

• Leadership coaching and development

• Governance and accountability structures

• Practical implementation guides and decision-making tools

Our aim is to ensure that new ways of working are not just introduced—but understood, embedded, and sustained by those who lead and live them every day.