We create digital services that meet the needs of your users. Digital services should be designed for function and intuition. They must flow.

So when building a new service – or redesigning one that already exists – it is essential to understand what the user expects. Intelligently-designed services encourage users to return. They can also improve efficiency and push down costs. This might be through channel shifting (say, by moving customers from phone to web), yielding good usage data, and cutting down the need for human processes.

Our researchers and service designers help organisations see things through the eyes of the demanding customer. Analysis of behaviours and transactional data, layered with deep insight from interviews and focus groups, forms the foundation for our design.

Capabilities

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    User research
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    Usability testing
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    Interaction design
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    Prototyping

Key benefits

An experienced team of researchers

Understanding user’s behaviours, needs, motivations can only be achieved through research. That’s why we’ve built a team of user experience specialists with expertise in qualitative and quantitative research.

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    Interviews and focus groups
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    Usability testing
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    Observation techniques
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    Quantitative surveys
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    A/B testing
service design team 3

Building a service based on research data

Once the research data is collated, our service design team uses that insight to build a prototype of how the service ought to look like.

Our user-centric approach to service design has consistently helped our clients pass their GDS assessments and deliver.

Use design to improve efficiency

User research and service design are not just about making life simpler for users. They also help to create a more efficient organisation.

Designing a user-friendly website helps reduce incoming phone calls because visitors can easily find what they are looking for. This in turns means you can operate more efficiently and ultimately reduce costs.

service design team 3

Building a service based on research data

Once the research data is collated, our service design team uses that insight to build a prototype of how the service ought to look like.

Our user-centric approach to service design has consistently helped our clients pass their GDS assessments and deliver.

Use design to improve efficiency

User research and service design are not just about making life simpler for users. They also help to create a more efficient organisation.

Designing a user-friendly website helps reduce incoming phone calls because visitors can easily find what they are looking for. This in turns means you can operate more efficiently and ultimately reduce costs.