SHiFT Spark is a structured transformation engagement designed for organisations ready to rethink, redesign or strengthen how their services and experiences work in practice.
You can see the friction your participants, clients or staff are experiencing. You can feel the operational strain sitting underneath the day-to-day. Teams are compensating for systems that no longer quite fit, services have evolved over time without a deliberate redesign, and important experiences are being shaped by circumstance instead of intention.
Most organisations don't lack commitment or care. They lack the time, structure and internal capacity to step back and redesign the experience properly.
So the work stays on the wishlist while another quarter passes, another operational workaround becomes permanent, and another participant or staff member quietly disengages.
SHiFT Spark creates the space, structure and strategic support to redesign those experiences properly; collaboratively, practically and with implementation in mind from the beginning.
Together, we explore how the experience currently works, identify where friction and opportunities exist, and co-design a future state that is grounded in both human experience and operational reality.
Some organisations arrive knowing exactly what needs redesigning. Others use Catalyst first to identify where the greatest opportunity exists.
Every organisation experiences friction differently. Choose the lens most relevant to your organisation right now.
Sustainable change happens when the people delivering the work are involved in shaping it. Spark is collaborative by design, helping build ownership, alignment and implementation readiness throughout the process.
Ideas are only valuable if your organisation can realistically implement and sustain them. Every recommendation is shaped around your operational environment, constraints, capacity and existing systems.
Transformation does not happen when the final document is delivered. Spark includes implementation planning, capability transfer and 90 days of stabilisation support to help the work continue beyond the engagement itself.
From idea to making it happen, together.
The timeline flexes depending on organisational complexity, stakeholder involvement and whether participant research is included. The work doesn't stop at handover; it carries 90 days of support beyond it.
Then: 90 days of implementation stabilisation support
Fortnightly check-ins, strategic guidance and implementation support to help maintain momentum and embed the work sustainably. You're not implementing alone.
Every Spark engagement produces a tailored set of strategic and operational artefacts designed to support implementation, alignment and sustainable change. Depending on scope, outputs may include:
A clear picture of how the service or experience actually functions in practice, with friction, gaps and opportunities made visible.
Research synthesis that captures how people are actually experiencing your services; including what's working and where the friction lives.
Co-designed future-state experiences built collaboratively with your team, grounded in operational realities and human-centred principles.
Roles, systems, handoffs, touchpoints and metrics documented in a format your operations team can work from immediately.
Prioritised opportunities and a practical Now / Next / Later implementation pathway with ownership recommendations and momentum actions.
Knowledge, tools and frameworks transferred to your team so the work continues beyond the engagement; not locked away in a consultant's system.
Also included
Four steps from discovery conversation to ongoing implementation support.
We begin with a strategic conversation to understand your organisation, what challenges or opportunities are emerging, and whether Spark is the right fit. If it is, we define the scope, priorities and engagement approach together.
Through discovery, stakeholder engagement and experience mapping, we build a clear understanding of how the service or experience currently functions in practice.
Working collaboratively with your team, we develop future-state experiences, operational approaches and implementation priorities grounded in your organisational realities.
The engagement concludes with handover, capability transfer and a structured support period designed to help the work continue beyond the project itself.
Different organisations need different levels of support depending on where they are in the transformation process. You can enter wherever you are.
Identifying opportunities
Typically $5,000–15,000 + GST
Best for: identifying opportunities, understanding friction points, strategic prioritisation, transformation readiness.
See the CatalystYou’re here
Typically $35,000–65,000 + GST
Best for: service redesign, participant and staff experience transformation, operational alignment, implementation planning.
Book a discovery callFor ongoing evolution
From $3,000–15,000 + GST / month
Best for: implementation support, strategic advisory, capability building, ongoing service evolution.
See the PartnershipTypically $35,000–65,000 + GST
Depending on scope, organisational complexity and level of engagement.
This investment includes:
Spark is designed for organisations seeking more than recommendations alone. The value comes from creating clarity, alignment and practical momentum for meaningful and sustainable change.
Payment schedules are tailored to engagement scope and organisational requirements.
I trained as an industrial designer in Buenos Aires, but the longer I worked inside organisations, the more I realised the real challenge was rarely the product itself. It was the experience around it.
The systems people had to navigate. The invisible friction teams compensated for every day. The gap between what organisations intended and what people actually experienced.
That shift led me from designing products into designing services, experiences and organisational systems. My work sits at the intersection of strategy, service design and implementation; working closely with organisations delivering complex human-centred services, particularly in community, social impact and regulated environments.
The goal is never transformation for transformation's sake. It is creating services and systems that better support the people delivering them and the people relying on them.
That’s the lens I bring to your work.
“Catalina helped us go from a dull process to an exciting experience that gets way more and better results. She knows our people and their needs. She designed a game that replaced our career progression process and gets our supported employees talking a lot more openly and creating better plans for their careers. That’s just one little part of the work she’s done for us.”
Manda Zoric
Experience and Quality Manager, Waverley Social Enterprises
Catalyst is designed to create clarity and identify where transformation opportunities exist. Spark is a deeper transformation engagement focused on redesigning and strengthening a specific service, experience or organisational system. Many organisations begin with Catalyst before moving into Spark, though it is not required.
Not necessarily. Some organisations arrive with a clearly defined focus area, while others need support identifying where the greatest opportunity for improvement exists. The discovery process helps shape the engagement accordingly.
Spark is collaborative by design. The level of involvement depends on the scope of the engagement, but generally includes leadership conversations, stakeholder participation, co-design sessions and implementation planning discussions throughout the process.
Some organisations continue independently using the tools, systems and roadmap developed during the engagement. Others transition into a SHiFT Partnership for ongoing strategic and implementation support.
Yes. Much of this work is specifically designed for organisations operating within complex funding models, workforce pressures and compliance requirements. Recommendations are always shaped around what is realistic, sustainable and operationally achievable within your environment.
We’ll talk about which Spark fits, what the redesign needs to cover, and whether the timing is right.
No pitch, no pressure.
