What we do
Here are some ways we can work together. Not sure which fits? Get in touch and we’ll talk it through.
Problem-framing sprint
“We know it’s a mess. We don’t yet know what the problem is.”
Hard problems usually get solved too early and in the wrong shape.
You get a framed problem statement, the competing views mapped, and a recommended path forward.
Good for: new programs before scope is locked, stalled initiatives, reform where people hold competing views.
Typical duration: 2-3 weeks
Customer experience diagnostic
“How is our service really experienced, and what should we fix first?”
A fixed-scope assessment of the current customer experience, what works and what most needs attention.
You get a prioritised view of what’s working, what isn’t and what to fix first.
Good for: existing services under pressure, post-launch reviews, building a case for investment.
Typical duration: 4-6 weeks
Understanding customers you don’t see
“We have lots of data but no real insight.”
A focused qualitative research engagement providing deep insight about real customer and/or staff experiences.
You get the human stories behind the numbers, in a form leaders will act on.
Good for: policy and program design, service redesign, leadership teams who want to reconnect with the front line.
Typical duration: 4-8 weeks
Training and capability uplift
“Build the muscle inside your organisation.”
From a single workshop to multi-month programs, built around your team’s real work. Participants bring live problems and work through them using workshops, coaching and practice between sessions. The outcome is a team that can do this without me: shared language, real skills and momentum that lasts beyond the program.
Courses you can book or bring in-house:
Introduction to Human-Centred Design: Next public session online 1-2 December. In-house variants for the public sector and the built environment.
Intensives: discovery research, customer journey mapping, ideation and prototyping.
Good for: new or growing design teams, government and corporate teams building CX capability, and leaders who need to sponsor this work credibly.
Leadership advisory
“A senior peer to think with.”
A standing one to two days a month as a sounding board. We have run large teams through complex change and carried the responsibility, so we can sit with you as a peer.
We help with sequencing reform, stress-testing big decisions, preparing for difficult conversations, and offering an independent second opinion.
Good for: leaders facing ambiguity without a trusted outside view.
Typical arrangement: Monthly retainer, three-month minimum.
Humanising AI review or workshop
“Before you buy, build or scale AI, make sure it solves a problem people actually have.”
The leadership workshop (half day) asks “should we” before “how can we”. Your team stress-tests proposed AI use cases against real needs, identifies where human judgement has to stay in the loop, and decides what to prototype first with real people.
The initiative review (3-4 weeks) examines an AI project that’s planned or in flight, covering the problem it’s solving, the evidence it’s working, and the risks to people on both sides of the service.
Good for: executive teams under pressure to “do something with AI”, programs at the pilot stage.
Typical duration: half day / 3-4 weeks