Approach

Involving stakeholders in the design process brings a deeper understanding of needs and wants, better ideas and a stronger internal connection to the outcomes.

We are experts in recruiting and facilitating lived experience user workshops for clients who wish to ensure they’re involving and engaging with rich insight from diverse communities. We have worked with members of the public to critique exhibition design, provide inclusive design recommendations for city centres and helped us to identify opportunities to make our forests and countryside more welcoming and inclusive.

User testing is also of paramount importance to the verification of a well-considered project. Be it signage design and placement in rail or aviation environments, or the testing of new software in a safety-critical control room, we are able to work with users to provide all-important feedback that determines the future direction of a project, process or programme.

We work with many clients who want to have a better understanding of their customers or users. Who are they? Why do they behave or think as they do? What do they want or need and how should that drive the services that we provide? How will their needs change so we can plan for the future?

We use research to make sure we are addressing the real problem and expand our collective understanding of that problem space. We provide our clients with a user and data-driven, real-world research and insight service that gets to the bottom of these questions. It ensures that they can rethink or evaluate what they offer their customers with confidence that decisions can be made on evidence and not assumptions. We uncover the reality of customer behaviours and needs.

Customers' experience of your business extends beyond the moment when they are in the building or using the product. We reveal the macro picture and show you their experience from A-Z.

Our human-centred lens sees you through the eyes of your customer. Standing in the shoes of your customers is the first step to real insight.

Our wayfinding experts design signage and navigational tools for organisations; our experience design team creates improved, equitable experiences and services that consider the highs and lows of the end-to-end journey. We have control room design expertise that spans over 40 years, and are skilled in redesigning the user experience across a range of sectors, by combining physical and digital insights and engaging with users themselves.

Different design disciplines bring different skills and perspectives to a problem. In our project teams, we are always looking to take advantage of this and blend our designers and researchers to stretch thinking and create meaningful outcomes.

We use the core tenets of ergonomics - physiology, psychology, experimental design - to bring a rigorous, evidence-based approach, to each and every challenge our clients face.