Services

Using design thinking, we solve problems, find opportunities, and ultimately lay a future-fit foundation for your organisation.

You at the heart of the process

4 key steps to ensure our work together results in the action your business needs. We’ll help you…

Clarify your ambition

Setting a North Star

Understand your customers

Gathering the evidence

Enable your workforce

Improving Digital Maturity

Co-create tangible outcomes

Turing insight to action

User Centred Transformation®

A trademarked value proposition that combines essential components of the user Experience with an organisation's Capabilities to deliver it, and by extension, the extent to which it has a progressive and future fit Culture.

A methodology that extols all the virtues of well-practiced User-Centred Design and extends to measurable transformation of an organisation (both behaviour and output) and its customer engagements - superseding the overused and often misunderstood term 'Digital Transformation'.

Methodology

Grounded in the principles of User Centred Transformation®, our approach considers the 3 C’s — Company, Customer, and Co-creation — as a collaborative whole.

The tried-and-tested process to achieve this is structured into four key stages:
1. Foundation – Set the Ambition
2. Discovery – Gather the Evidence
3. Synthesis – Engage the Team
4. Outcomes – Take the Actions

Methodology

Grounded in the principles of User Centred Transformation®, our approach considers the 3 C’s — Company, Customer, and Co-creation — as a collaborative whole.

The tried-and-tested process to achieve this is structured into four key stages:
1. Foundation – Set the Ambition
2. Discovery – Gather the Evidence
3. Synthesis – Engage the Team
4. Outcomes – Take the Actions

Foundation - Set the Ambition

  • Onboarding

  • Vision & objective setting

  • Research hypothesis (Roles & Goals)

  • Recruiting the right people

  • Asking the right questions

Discovery – Gather the Evidence

  • Internally (Company):

    • People, Process & Culture audit

    • Senior stakeholder engagement

    • In-depth staff interviews

    • Broad employee-base surveys

    • Team workshops

    • ‘Change Measurement Matrix’

    Externally (Customer):

    • Primary research-led approach

    • In-depth interviews

    • Group workshops (Discovery Days)

    • Contextual enquiry (Field studies)

    • Online surveys / Usability testing

    • Social listening (where required)

Synthesis – Engage the Team

  • Share research findings

  • Co-design workshops

  • Humanise customer data (Personas / Experience Maps)

  • Service Blueprinting (Aligning Company & Customer)

  • Strategic recommendations

  • Target Operating Models

  • Prioritisation of outcomes and actions

Outcomes – Take the Actions

  • Assign teams to each outcome project

  • Define project goals, KPIs, and success criteria

  • Co-learning workshops

  • Design Sprints

  • Rapid prototyping (Alpha > Beta)

  • Team training & coaching

  • Job descriptions

  • Fractional leadership roles

  • Funding bids support

  • Transparency in working (Show & Tell)