User research and service design for government and public sector

We help people working on government and public sector services understand users and design interactions.

If you need to launch a new service or update an existing one, we can run a discovery phase to explore user needs and an alpha phase with design sprints to prototype ideas and explore concepts. We work with users throughout the process.

We’re very familiar with the Government Service Manual, we often refer our non-government clients to sections of the manual as best practice in service design.

We can work in parallel with your agile development process or as a remote team delivering a specific outcome.

You can engage with us directly or through the digital marketplace.

Discovery phase

If you need to launch or update a service, our rigorous approach will answer the question: who are our users and how can we best meet their needs?


Discovery research usually involves contextual or lab-based user research, stakeholder workshops and experience mapping.


Four to 12 weeks, depending on the scope of the research.


How we worked with the Cabinet Office to run discovery and alpha design sprints for an information sharing service

Alpha phase

We explore hypotheses through a series of design sprints where we prototype concepts and iteratively test and refine these with users.


During the alpha phase our design process involves running workshops to explore and define hypotheses, sketching ideas, journey mapping or storyboarding, creating clickable prototypes and running user research to evaluate ideas prior to producing high fidelity design.


Depending on the scope of the service, alpha phase projects can last from four to 12 weeks.

Beta and live

During beta and live phases of projects, we often work in parallel with the development team to deliver regular rounds of tactical user research on releases.


We can flex our effort from a few days a month through to providing a full in-house user research team.


How we worked with DVSA to deliver regular rounds of contextual user research for the new MOT system