Mon Rappell is the General Manager of Customer Experience at Relationships Australia NSW. Leading a multi-disciplinary division of designers, researchers, practice leaders and communication professionals, they are a passionate advocate for Lean Human Centred Design to uncover and solve previously intractable problems and new challenges. Having started out as an academic and furniture designer, Mon has been at the forefront of service design in Australia, leading purpose-driven organisations including the ABC and TAFE NSW through transformations in their approach to customer experience.