We guide organisations through a rigorous process to iterate products, services and culture in ways that change people’s lives for the better
SERVICE DESIGN
We help organisations redesign their services in ways that meet the unmet needs of their service users.
PRODUCTS & INNOVATION
We help organisations create digital, physical and financial products their customers actually enjoy, rather than simply tolerate.
CAMPAIGN STRATEGY
Creating campaigns that tap into universally held beliefs to win people’s hearts, minds and wallets.
Our Clients
Our Principles
Good ideas don’t just happen by accident. We put the right principles in place to ensure your ideation process runs successfully.
Create a canvas, not a painting
User Centred Design and Design Thinking approaches which curate insights and ideas from everyone.
WHEN people don’t participate. Innovate
Experimentation is essential. Prototyping. Feedback loops. Failing fast. Iterating.
EVERYONE HAS UNTAPPED POTENTIAL
Creating magnetic ideas that equip your customers to become the best versions of themselves.
Our Process
There’s more to innovation than coming up with ideas that people think are good. We take you through a tried and tested process that generates and accelerates great ideas. It all begins with insight and a willingness to test, learn and improve.
The types of change we work on
PROCESS CHANGE
Ideas which sound great on paper can fail in practice because they fail to account for the existing processes they are in competition with.
People follow processes subconsciously and consciously, whether that’s in their personal lives around daily routine or in work around their workflows for particular tasks and projects.
We use customer journey mapping to understand the subconscious and conscious processes your customers and service users follow when completing tasks related to your product or service.
BEHAVIOUR CHANGE
Just because a product or service requires people to change their behaviour, it does not doom it to failure.
When Apple iTunes first entered the market, music piracy was on the rise and people were not in the habit of paying for individual music singles. But a significant investment in marketing communications accompanied the launch of the product with a campaign which highlighted the benefits of this new behaviour and in so doing, created a new cultural norm.
We stress test your messaging and positioning just as much as we test the ideas for products and services.
CULTURE CHANGE
Sometimes the barriers preventing an idea from taking off are on the supply-side.
When Toptable.com entered the market with a platform which enabled diners to make table bookings at restaurants, they underestimated the slow adoption by restaurants to use a digital booking system. Most restaurants were still using paper booking systems. A rival platform, OpenTable.com, spotted this opportunity and built an online booking platform which enabled restaurants to digitise their entire booking process. OpenTable.com had the strategic advantage and ended up acquiring TopTable.com.
We factor supplier engagement into every prototype we develop.
Find Out More
We’d love to discuss your current innovation challenge and outline the value we add. Contact Matt Kepple on [email protected] or +44 (0) 20 8123 6253.
Case Studies
