We’re human-first
Our Research & Service Design Practice is for organisations creating new services and experiences.
Organisations who’re trying to improve the lives of their employees and the people who use their products and services with sustainable change, but are struggling to understand and include users, overcome legacy drag and harness new technologies and ideas.
Our practice combines intensive research with rigorous design cycles to imagine and deliver fresh, fulfilling experiences users love.
Unlike rigid consultancies or touchy-feely studios, we invest in deep user understanding users and iterative design cycles that never stop improving.
For the first time, public-facing organisations can deliver the kinds of services and experiences people expect from the world’s most innovative brands.
We like to watch. And then scribble on things.
User research
We study target users to get actual, empirical insights. This helps us understand their unique needs and pain points. We then work with users, designers, and stakeholders to build impactful, user centred solutions.
By using:
- Human-centred ways of working, based on real user needs
- Inclusive and accessible thinking
- Collaboration with users, designers, and stakeholders
- Data-driven insights using qualitative and quantitative research methods
Service design
Understanding how people, processes and technology combine to produce service experiences. We identify ways to increase the value of those experiences, both to the people using and providing the service.
By using:
- A people-first mindset
- Making it visual
- Serious collaboration
- A ‘think big, start small’ approach
- Design to deliver
Content design
We make it easy for people to use complex digital products and services. We achieve this by putting the end user at the heart of everything we do. From the structure of information, to clear, concise, and user-friendly instructions, letting them achieve their goals.
By using:
- User research to understand the user needs and challenges
- Information architecture so we can organise content in a way that is easy to understand and navigate
- Copywriting, using plain language, avoiding jargon, and tailoring to the specific audience
- Editing to ensure content is consistent, accessible and meets user needs
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