World class is making it work.
Organisations like to talk about innovation.
All customers want is for it to work.
What we do
Customer experience and service design at scale
We design spaces to work better for passengers and those that work there. This can include wayfinding, information design, service offering, digital apps, people and capacity modelling analysis to deliver designs at scale.
Managing the design process
We advise on how to best navigate the design process to deliver ‘what the client wants’. This can include design reviews, being a ‘critical friend’ and the concept/benefit guardian.
Operating model design
Developing an optimised operational platform to deliver the customer experience you need.
Stakeholder management
Aligning a range of organisations behind a common understanding of the customer experience.
Research and insight
Understand what customers really want through multiple ways: research, complaints, customer forums, employee engagement, data analysis and behavioural change.
Operational readiness
Taking the theoretical operation model and translating it into operational reality for a successful day-1 go-live and delivery benefits once the process and ways of working are embedded.
Security and immigration optimisation
We have extensive experience in the design and operation of security and immigration checkpoints at airports, railway stations and other transport hubs.
Resilience
We set up Resilience in Design (a cross-sector collaborative forum) to collaborate with leading organisations and help them become more resilient.
Incident management
Working with organisations to prepare and response to incidents.
How’s it going to work?
We start by figuring out how customers, operators and the people who work there really use the space. We look at the bottlenecks where people get frustrated, confused or impeded.
Only when we have carefully observed, listened and analysed will we look at the design of the building and see where we can expand capacity in a constrained environment.
To make spaces work better for passengers and those that work there.
Which in turn will deliver greater profits.
We translate customer requirements into design language. Putting people at the centre of the design process.
We listen
If you really take the time to listen carefully to what customers are saying they will tell you:
when and what they want to buy
where the waste is in the process
and what will make them recommend you to others.
Listening is about more than research
It’s about taking a personal interest in complaints, spending time with the front line teams and using CRM systems to look for clues and trends that add up to real insight.
Listening with humility and an open mind to reconfigure how the organisation sees the experience and what it needs to do to improve it.
It’s mostly about sustained iterative improvement, rather than big steps forward.
We have been making spaces work better for 20 years.
Resilience In Design
A not-for-profit pan-sector collaborative forum that provides a confidential environment for organisations to collaborate and share insights.
Engaging with Experience
Innovate UK funding to understand how to put the customer at the centre of design in the built environment.
Royal College of Art
Working to understand inclusion needs of those people walking and cycling. With Applied Information Group.
Digital Innovation
Working with STAR Alliance to build an app for connecting passengers at airport hubs.