01From A$1,500 + GST
Product Doctor
Something isn’t working.
Product Doctor is a concentrated senior review of your product, service or digital experience.
Book the doctorThe house of better.
We help teams make better things happen.
Products. Services. Customer experiences. New ventures. Ways of working.
We work with organisations when something needs to be understood, untangled, redesigned, built or moved forward.
Tell us what’s stuck
Design. Build. Teach.
01 / What we do
Bring us the thing that needs work.
We’re a design and innovation studio working across product, customer experience, service design, strategy, transformation and emerging ways of working with AI.
We help teams understand complicated problems, decide what deserves attention, redesign what needs changing and turn ideas into useful things.
02 / Ways to work with us
Four good places to start.
No theatre.
A lot of making.
02From A$2,500 + GST
The Unfuckery Day
One complicated problem. One focused day.
We bring the right people together and work through it.
Unfuck this03From A$3,000 + GST
CX Rescue
Find the friction. Fix what matters.
CX Rescue provides a concentrated view of where the experience is breaking down and where improvement will create the most value.
Rescue the experience04From A$2,000/month + GST, depending on involvement
Fractional Experience Lead
Senior judgement when you need it.
We join your team for an agreed amount of time each week or month.
Borrow some experience03 / Selected evidence
Useful work leaves a mark.
Receipts,
not theatre.
OneShift business growth following the redesign. The case study notes that the work was one contributor, not the sole cause.
ShareCover clients within the first two weeks after launch.
NRMA customers involved in validating a redesigned claims experience across 15 weeks.
Some of the organisations we’ve worked with
American Express.University of Queensland.CGU.Disney Interactive.NSW Telco Authority.Coles.SEEK Asia.City of Sydney.UNICEF.Optus.Sydney Dance Company.Commonwealth Bank.Department of Jobs.Fox Sports.Woolworths.Insurance Australia Group.Macquarie University.Telstra.Customer Service NSW.Atlassian.Travel Insurance Direct.Westpac.NSW Department of Education.University Admissions Centre.National Australia Bank.BSkyB.
04 / AI and work
Make the work better. Keep the humans useful.
AI changes what teams can make, how quickly they can make it and where human judgement matters most.
- Redesign workflows around what people and machines each do well.
- Prototype useful AI-enabled products and services.
- Help teams build confidence through practical experiments.
- Keep customer value ahead of novelty.
05 / Design. Build. Teach.
Three verbs. One way of working.
Design
Understand what’s happening, make the problem visible and shape a better way forward.
Build
Turn the thinking into prototypes, services, products and practical tools people can use.
Teach
Leave teams more capable, more confident and less dependent on outside help.
06 / The studio
Senior people. Direct involvement.
Velvet Onion was founded by Charbel Zeaiter, a designer, educator and innovation leader with more than 25 years of experience working across products, services, customer experience and organisational change.
We bring in trusted friends when the work needs them. No oversized team. No account-management relay race. The people doing the thinking are the people in the room.
07 / Start here
Tell us what’s stuck.
A product behaving badly. A customer experience causing grief. A team going around in circles. Tell us what’s happening. We’ll tell you how we’d approach it.
Your enquiry goes directly to the Velvet Onion team.