Bringing together strategy, dialogue and design to create  more human experiences & more effective organisations

Human-centred, Future-focused

Think Human was born in 2016 (originally as Mel Lambert Consulting) out of a vision to bridge the divide between what human services aspire to do and how they actually operate. We rarely have a blank canvas when it comes to developing services and systems. Nor do we always have the time or the skill-sets to think differently about what we do everyday in human-facing systems. That’s why we use the word ‘redesign’ to capture the value we offer.


The hardest work is not to imagine something new, but to translate what we already do day to day into something that can create breakthrough change for individuals and communities. We start, always, by ‘thinking human’.

“Think Human is easy to deal with, responds quickly, and is flexible to your needs.


Mel is energetic and engaging. Our customers find her easy to work with, which results in positive outcomes for us and our stakeholders.” 


—  Alex Lewis | Customer Consultation Lead

Our Services

We offer a range of services to help organisations, government agencies and businesses to deliver better services to their customers and communities, whilst building happier and more connected workplaces. All our services are based on best emerging practice and tailored to your needs. 'Off-the-shelf' is not our style!


Our Programs

We offer a small number of programs to complement our service offerings, that focus specifically on navigating key life transitions and designing positive habits. These can be tailored to suit organisational or community settings.


Our People

Building the team that meets your needs

Mel Lambert

Facilitating redesign and leading change

Mel Lambert is our founder. Think Human was created out of her desire to help organisations and government agencies genuinely put people at the centre: to 'think human' in all that they do, from strategy development to service design.


Mel had 20 years experience working in the not-for-profit and government sectors in Australia and the UK where she held development and innovation leadership roles prior to setting up her own business in 2016. She is a qualified Prosci® and Tiny Habits® practitioner and an experienced facilitator, public participation practitioner, co-designer and strategist.

Lyn Flaherty

Exploring perspectives to facilitate change

Lyn Flaherty joined Think Human as a Consultant in 2020 to pursue her belief in the importance of lived experience and to focus on listening to and acting on the voice of customers to drive organisational change to improve customer experience.

Lyn has held both national and state-based senior marketing and customer research management roles  within the corporate and not-for-profit sectors.  She is a qualified Prosci® and IAP2 practitioner and is an experienced project manager, researcher, community engagement facilitator, co-designer and analyst. Lyn is currently studying a Master of Social Work.

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Kelly McLean

Magnifying stories of lived experience

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Kelly is a massive supporter of a person-centred, "nothing about us, without us" approach. Think Human is an opportunity for her to apply her lived experience of life long disability to improve things for others. Her 11 years working in the not-for-profit disability sector has provided her with exposure to clients of different ages, cultures, experiences and challenges.

With a BA in Library and Information Management, Kelly brings research, analytical and data management skills. Her Certificate 4 in Disability Work and Diploma in Youth Work, have grown her passion for public engagement, community service, and empowering others to achieve their goals.

Kieron Howland

Bridging the technical and human

Kieron is a lover of clear and efficient process design. Think Human, as a for-purpose organisation, has been an opportunity for him to apply his analytical skills to his desire to improve things for people. His technical background has been valuable in allowing Think Human to adapt to the current environment which requires remote and hybrid engagement.


With qualifications in Behavioural Science, software development and project management, he brings a robust yet pragmatic approach to data collection, and an insightful approach to analysis. He has worked in stakeholder management across private, public and not-for-profit sectors.

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Our Principles


We are passionately human-centred and collaborative. We are committed to working with you, not just for you.

The Right People

We are obsessive about getting the right people involved, which means anyone who has a stake in the outcome.

Human connection

We believe real human connection makes everything work better - communities, organisations and systems.


We aim to bring a spirit of hospitality to everything we do, recognising the difference and uniqueness of all people. We acknowledge that this can sometimes be hard.