Design driven by human behaviour
Over the last 40 years, our clients have used our blend of human factors, behavioural insight and design thinking to solve a range of business challenges:
Re-framing the problem
Can you help us to better understand our customers and the problem?
Improving performance
How can we get our operation to deliver better experiences and outcomes for our customers? How can we get the best from our people?
Increasing value
How can we rethink our services to bring in new sources of revenue, as well as enhancing the experience?
Innovation & new ideas
How can we use design to re-think our services and bring new opportunities to our business? We’re interested in how design thinking and service design can unlock difficult challenges.
Some examples of our work:
Our Insights
Rethinking airport assistance: Passenger Terminal Today
The airport experience for those requiring assistance is in many respects significantly worse than for the majority of travelers. This needs to change.
Navigating future mobility choices
With many new mobility solutions being developed, we question how these will come together and help citizens to make mobility choices, rather than remain as many disparate solutions.
Kent Integrated Control Centre for Network Rail
Integrating and re-locating the Kent ICCC, which operates 24/7 and is fundamental to command and control of the Kent area which covers 1,095 miles of railway.
The accessible & inclusive culture and heritage experience
For culture and heritage venues, inclusive tourism is a growing market with real commercial benefits that are often ignored.
Designing Consistent Communication: Cutty Sark
Visitor insights developed a clearer wayfinding strategy & design that encouraged exploration and discovery of the famous ship.
Improving passenger experience today
How can airports identify flexible assets and gain small wins to surprise and delight their passengers, without waiting for the next big investment?