What we do

Thousands of services are now delivered digitally, from applying for a passport through to listening to your favourite music.

Technology has driven this shift and services have often been designed around the technical capability of the system rather than genuine user or customer needs. The result: clunky processes with unintuitive touchpoints and interfaces.

Imagine waving goodbye to these frustrating experiences. By designing for and with the people that use them we can make a real difference to their experience of the service and your organisation.

If you need to launch or update an existing digital service…

We can run discovery research or alpha design sprints to uncover user needs and explore concepts with real users. We can help you define and validate a clear shared vision for the service.

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How we worked with the UK Cabinet Office and Surevine to run discovery and alpha design sprints for an online community for cyber professionals.

If you are responsible for the day to day running of a digital product and you need a design and research partner…

We can work in parallel with your development team and integrate design research and user interface design as part of an agile process.

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How field research with mechanics across the UK helped DVSA ensure the new MOT system was intuitive and easy to use.

If you know your digital services need to be better but you don’t know where to start, whether you are meeting user needs or what might be possible…

We will help you understand your customers, evaluate your service and explore ideas and opportunities for improvement so you can focus investment on areas that will make the biggest difference.

If you are knee-deep in a digital transformation programme and you need to make smart decisions based on evidence, if you know thorough customer research is needed to inform your strategy and concepts and to convince others in your organisation of an approach…

Our work will provide the empirics to justify or challenge your thinking, customer experience mapping and design prototypes will engage the wider team in the change ahead.

If you’re faced with delivering change on your web platform and you need to make smart decisions, but you need hard evidence to support assumptions and prototypes that bring the research and thinking to life...

We will uncover what your customers really want, show you what’s possible, and give you a road map detailing where next for your platform.

If you have a sprawling portfolio of digital products and services and you’re thinking about re-platforming...

We can help you explore how the portfolio might be better integrated through design and technology and we can explore your customers’ omnichannel experiences. We can create and validate a unified design language that can be rolled out across multiple products.

If you need to go out to tender with a digital project, but you’re unclear of its scope...

Our work will help you explore exactly what you and your customers need so that the project gets off on the right footing and technology suppliers can provide accurate quotes

If you are experts in technology and you can build any system, but you’re not sure if you’re building the right system...

We help you understand your users and create and interrogate design concepts so that when you start development you can be sure you will be delivering a system that meets real needs.

If you are experts in delivering public or third sector services, but you would like to know how the services might be improved or re-designed...

We can work with your service users to help you evaluate and improve what and how you deliver. We can use a combination of evaluation techniques and co-design workshops to deliver useful and actionable insight.

If you need to increase orders, sign-ups and conversion on a high-traffic ecommerce site and you know that attention to detail and changes to the user interface will have a direct affect on revenue....

Our methodical customer-centred approach to optimisation and conversion projects combines data, analytics and primary research to deliver significant improvements to your customer journey.

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How our work contributed to a significant increase in mobile conversion and subsequent sales for See, the UK’s biggest ticket seller.

If you need to re-platform a high-revenue ecommerce business without damaging sales and conversion, you’d also like to improve the customer experience...

You may already have a technology supplier in mind - we do lots of work on Hybris projects - but you want to work with UX specialists to design the information architecture, the customer journeys and the interfaces. Our evidence based approach to design is the best way to mitigate risk for a platform turning over millions in revenue.