Blog

Ideas and observations inspired by our work

How to listen harder for deeper conversation and insight

The secret to working with people - a set of techniques for building trust, understanding and encouraging people to open up...

Incubation – or why ‘sleeping on it’ leads to better research insights

We all instinctively know that some things are best slept on… but why is this?

How to design a positive Gift Aid experience

Eight key design principles for anyone needing to consider how Gift Aid is presented and sold to visitors...

Where do you start when designing for behaviour change?

By understanding the stages people go through when changing behaviour we can be more effective in instigating change...

Making the case for visiting your users

We get used to the normality of our own lives, so it can be easy to forget just how different other people’s lives and needs can be...

In-store digital customer experience

Zooming out and looking at the big picture is the best way to prioritise how we can use different technologies across a customer journe...

Don’t miss the basking whales

Last summer I was invited to stay with two families I'd never met on the other side of the World...

Experiencing a service through the lens of the user

Your customers and users probably understand your system in a very different way from you and your design team