Work across aviation, rail, hospitality, healthcare and public services, for organisations large enough to have the problem and complex enough that nobody inside can see all of it.

Clients usually come to us in one of these situations:

  • A programme that has started and lost momentum
  • A project with budget and intent but no clear shape
  • A problem that needs to be understood before a brief can be written
  • Choosing and steering the agencies who will do the build
  • A problem that has resisted several previous attempts
  • A gap between what customers experience and what the internal numbers report
  • Working out what to build in-house and what to bring in

Clients include:

  • InterContinental Hotels Group (guest experience)
  • LOCOG (London 2012 Olympic Torch)
  • Thames & Hudson (setting design direction across the business)
  • European Broadcasting Union (innovation)
  • South Western Railway (reducing dwell time through root cause analysis)
  • BBC (service design)
  • NHS (reducing violence in A&E, improving the primary care experience)
  • Department for Transport (high speed trains)
  • Warwickshire County Council and Harrow Council (improving council services)
  • WWF-UK (brand and innovation)
  • World Animal Protection (strategy)