What we do:
  • Intent workshops
  • Service blueprints and business analysis
  • Real world feedback
  • Support for service design, throughout the delivery process

Intent workshops 
It is important to clarify, communicate and confirm the future vision and the investment needed to get there. The simplest of questions can tell us a lot about what we need to do.
  1. Where are we now?
  2. Where do we want to be?
  3. What do we have to do?
  4. How are we going to do it?
Small Workshop

Service blueprints develop the products to clarify, communicate and confirm what your initiative is about and engender an empathetic understanding of user needs.
  1. Intent
    • Outcomes
    • Drivers
    • Benefits
    • Changes
  2. Context
    • What is the user journey now and in the future?
    • What do people say and do, think and feel, about the service?
    • What are the environmental, legislative and regulations impact on service provision?
  3. User experience
    • User goals and pathways
    • Interactions
    • User stories
    • Service concept
  4. Delivery
    • What are the services, processes, organisation and information requirements of the initiative?
Real world feedback 
User-centered and iterative methods help to save money and reduce the risk of service failure by allowing teams to start small and improve the service based on the evidence of real user feedback. 

Support for service design, throughout the delivery process
  1. Discovery 
    • Determine the goal
      • What is the intent? 
      • What are the desired benefits?
    • Conduct user and stakeholder research 
      • Understanding the intent and what it means to users and stakeholders
    • Generate insights 
      • A map of the actual users’ experience of the service
      • User needs for the service (stated, unstated and created)
  2. Alpha 
    • Develop the vision
      • Prototype and validate
    • Evaluate 
      • Define the minimum viable product
      • Get ready for Beta
  3. Beta 
    • Build the minimum viable product 
      • It must be an accessible and secure service 
    • Allow the public to trial the beta 
      • Trial alongside the existing service if there is one
    • Use their feedback to improve the service