Our Services

Our work falls into three main areas which align with the major project phases of creating new service. Problem validation confirms that you have a full understanding of the underlying causes of the issues you are trying to tackle. Ideation seeks potential options for tackling these problems, and testing those ideas actually tackle the underlying challenge. Finally Realisation starts the process of making the resulting solution a reality.

We bring a full armoury of techniques from service design and data science to our work – below is a flavour of what a project might look like.

PROBLEM VALIDATION  

We don’t race to find answers. We need to be certain that we have the right question first. That’s often half the job.

Our problem validation work ensures your great idea actually tackles a real problem.

  • STAKEHOLDER RESEARCH
    We get to know your user and providers through quantitative & qualitative research methods.
  • ROOT CAUSE RESEARCH
    We know that an overly narrow focus can reinforce bad assumptions, we get closer to the root of the problem by looking more broadly.
  • PERSONAS & USER JOURNEYS
    We develop real user personas, and full touchpoint mapping of their user journey.
  • PROBLEM DEFINITION
    We don’t race to answers. We need to be certain that we have the right question first. That’s sometimes half the job.

IDEATION

Once we know the problem, we can work with you to explore ideas for solutions, make those problems real, and establish if there is a case for running a pilot.

  • IDEATION
    We discover and develop innovative user-centric ideas during our ideation workshops
  • VERY EARLY CONCEPT TESTING
    Light prototyping and immediate feedback from stakeholders helps shape thinking around ideas early
  • PROOF OF CONCEPT PROTOTYPE
    Lightweight prototyping to allow early testing and refinement of ideas.
  • SERVICE STRATEGY
    Beyond the prototype, we develop vision, goals, positioning and delivery requirements with you, establishing the reality of delivering the service, and reaching the target user

REALISATION

Our lightweight prototype has been validated. We have a service strategy. We need to make this real. It’s time to create a full prototype service and run a pilot.

  • PROTOTYPE DESIGN
    We build a working version of a digital service, or help you create the physical service.
  • USER TESTING
    We release the prototype to some users that we already understand from the earlier work
  • DEVELOPMENT AND UX CYCLES
    We use the user testing to educate a number of refinement cycles to improve the prototype
  • PILOT PROGRAMME DESIGN
    Beyond the prototype, we develop vision, goals, positioning and delivery requirements for the pilot with you – what will success look like?
  • PILOT PROGRAMME OPERATION
    We conduct the pilot programme, using a mix of techniques to gain quantitative and qualitative feedback from a pilot user group.

We never work alone. To deliver the best results we work with field experts, real users, designers, developers, and other stakeholders with subject matter expertise to truly test ideas from the outset.

In this way we discover technical, human, legislative and other challenges and barriers as early as possible – maximising the likelihood of successful outcome for your project.