Strategic Service Design
Rapidly changing business and social challenges create opportunities that demand new services, approaches, and interactions to thrive.
Design is key to moving ideas from concept to implementation—quickly and effectively—and is playing a fundamental role in transforming our world.
Design itself is evolving, embedding deeper into organisations and operations while involving clients, users, and customers more directly.
Service design supports strategic working by mapping and aligning understandings, promoting visual working, and facilitating effective conversations and documentation.
Service design also helps organisations to join the dots, and uncover the true value of services and service improvements, now and in the future.
User-Centered Design
Design works best when everyone is involved—but who is “everyone,” and what do they need?
User-centered design (UCD) helps create accessible, inclusive products and services that deliver value for everyone.
We combine service design, psychology, and interaction theory to understand user and project motives, ensuring interfaces, systems, and processes are effective, intuitive, and engaging.
AB testing and user interviews are useful, but workshops, deep collaboration, and co-design uncover deeper needs and concerns. Addressing these “pain points” unlocks some of the most rewarding and valuable ways to improve workflows or business outcomes.
Knowing your users well allows you to tailor content and visual language, creating consistent narratives and seamless experiences across digital, social, and offline platforms.
Accounting for user limitations enables strategies and improvements that ensure your products and services are effective, accessible, and inclusive.
We’re also pioneering researchers in cognitive accessibility and unlocking neurodivergent potential, pushing boundaries to create better experiences for all.
Systems
Systems are often reduced to software and hardware, with the human element treated as secondary or an afterthought.
We reverse that perspective, placing the human first while viewing technology as just one part of the bigger picture. While understanding tools like NLP, DDaT, and SaaS is essential, we also prioritise legal, moral, and cultural frameworks—and finding ways to help people collaborate effectively.
Taking a systems approach isn’t a quick fix, but it’s a proven strategy for meeting today’s needs while preparing for the future. It can uncover new opportunities, markets, and valuable revenue streams.
We recognise that legacy systems and emerging challenges can create complexity and delays. Using a systemic, pragmatic approach, we tackle and resolve problems across the project lifecycle or product development process.
Fluent in “design” and “geek,” we collaborate with developers, coders, data experts, and systems architects across Europe and beyond.
Bringing It All Together
Making the most of agile, collaborative approaches requires expertise in multiple design practices: data, communications, media, technology, platforms, systems, digital development, infrastructure, research, communities, culture, and psychology.
With 25 years of experience, we’ve supported start-ups, innovative enterprises, and design-led businesses. Our approach is grounded in hands-on creative work and in design practices that integrate Agile methodologies and GDS (Government Digital Service) standards.
By integrating design, UX, and systems thinking, we uncover, develop, and align platforms, strategies, tools, and processes. The result? Solutions that are easy, effective, and even enjoyable for people to use—all while meeting project goals.
This approach drives our own projects, collaborations, and consultancy work.
Ready to find out what we can do for your organisation? Let’s talk.