Steve Baty is recognised as one of the global leaders in the use of design approaches to the integration of customer-centredness and systems design with architectural and engineering practice. Steve has spent the past decade driving forward the customer experience of Sydney’s new Metro rail service, conducting ethnographic and evaluative research activities over hundreds of hours. His work has informed the design of four Sydney Metro services, and helped to shape the way Sydney Metro stations and precincts are designed to ensure that the customer experience is paramount. In addition to his current role at Meld Collective Steve has held numerous roles including: Co-founder – Meld Studios, CEO – Australian Design Council, and published co-author – Designing Tomorrow (2023).