Design Services

User Experience Design

We have a distinctly rigorous and behaviour-oriented approach to user experience design.

Our product and service design strategy defines a set of behavioural changes we want to see in our audiences. The user experience design process is then defining exactly what experiences—delivered how, when and in what combination—will create those changes.

These ideas will be expressed in whatever form is most appropriate: diagrams, charts, wireframes, prototypes of varying levels of fidelity.

The process is fundamentally iterative and experimental, drawing on user research, our own expertise, and the results of continual testing to create a rigorous and defensible solution. Where the problem and domain are familiar and well-understood, this process can be very quick. Where the problem is poorly-understood or there is no precedent for a solution, the process can take more time.

We never make innovation or creativity a goal of this process, although our work is often regarded as both creative and innovative.

Instead our process is pragmatic and hyper-logical. The goal is to solve a problem. We believe that through rigorous analysis—understanding business, customer, context, domain content, and all constraints including time, budget, culture, technology and access—then the right solution will tend to present itself.

And if this is the solution to an unsolved problem, then by definition it will be creative and innovative.

While we use a wide variety of experience design techniques and practices, we are fundamentally wary of design theatre. The point of this process is not to hold a lot of workshops or produce a lot of artefacts. The point is to solve a business problem.

So our approach is always fit for purpose. Nothing is cookie cutter and there are no paint-by-numbers templates. Even though we have mature patterns and practices, we always work from first principles and every activity and artefact is tuned to suit the needs of the specific project.

  • Product and service design strategy
  • Persona development
  • User journey mapping
  • Paper prototyping
  • Wireframe design
  • Digital prototyping
  • Service modelling
  • Artefacts for user testing
  • User research
  • Distilling insights
  • Co-design facilitation

User Experience Design Case Studies


An online platform to create long-term behaviour change

What kind of online platform would convince tens of thousands of school staff to change the way they work every day?

View case study