A process for change

People are at the heart of everything we do

Embedding change into any organisation, service or community takes time, understanding, knowledge, skills and resources.

We apply a four stage design process that will support the delivery of your project and ensure all stakeholders are ready for change:

  • Step 1: Discover user and stakeholder needs through data, research and engagement.
  • Step 2: Define objectives and opportunities with the whoe community.
  • Step 3. Develop solutions through collaboration, prototyping and iteration.
  • Step 4: Deliver solutions, launch to market and measure impacts.

The first step to improving a service is to fully understand the problem. We help our clients gain insight through user research, data analysis and stakeholder engagement. Customer journey mapping helps stakeholders understand a service from different perspectives and identify opportunities for improvements. Prototyping and Service blueprinting will help your organisation and partners make sense of operational changes required to deliver better outcomes.

Tools and Techniques

Over the years, we’ve developed a range of Service Design tools and techniques which we use to help organisations truly understand the needs of their service users and engage communities in meaningful ways. Take a look.

We also draw on Collective Impact processes to help people and organisations collaborate and focus on shared goals.

Our Work