Creating services, spaces and products for people

Understanding the perspective of your users is critical to designing a solution they love. We use design thinking to make things work better.

If you want to deliver a tangible impact on peoples’ lives and have a positive social impact, then we’re in. What’s good for your customers & staff is good for your business.

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? Our customer data is telling us ‘what’, but not ‘why’.

Increasing value

How can we rethink our services to bring in new sources of revenue, as well as enhancing the experience?

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?

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 can design thinking and service design can unlock difficult challenges.

We deliver these through a range of services:

Insight into your customer

Defining experience & setting strategy

Designing services

Designing digital / information / spaces

Designing your operation

Co-creating innovation

Some examples of our work:


Integrating and re-locating the Kent Integrated Control Centre for Network Rail
Integrating and re-locating the Kent Integrated Control Centre for Network Rail
20 Feb 2020
Wayfinding to explore and discover National Maritime Museum
Wayfinding to explore and discover National Maritime Museum
21 Jun 2019
Human factors consulting at London Bridge Station for WSP
Human factors consulting at London Bridge Station for WSP
12 Jan 2019
Connecting Al Mouj to nature with wayfinding for Majid Al Futtaim
Connecting Al Mouj to nature with wayfinding for Majid Al Futtaim
04 Jan 2019
Defining the passenger experience vision to secure investment for Dublin Airport
Defining the passenger experience vision to secure investment for Dublin Airport
27 Nov 2018
Designing CERN’s LHCb control room fit for experimental physics
Designing CERN’s LHCb control room fit for experimental physics
01 Aug 2018
Construction of The Emirates Airline, a cable car crossing of the Thames
Passenger perspective and user experience for Emirates Air Line
29 Jul 2018
Keeping passenger experience at the centre of HS2
Keeping passenger experience at the centre of HS2
29 Jun 2018
Crossrail: Abbey Wood Station Ergonomics and Wayfinding
Crossrail: Abbey Wood Station Ergonomics and Wayfinding
17 Jun 2018
Reducing visual clutter by 50% at Schiphol’s New Pier
Reducing visual clutter by 50% at Schiphol’s New Pier
06 Jun 2018
Nudging passengers at La Guardia New York
Nudging passengers at La Guardia New York
06 Jun 2018
Developing a UX digital concept for automotive inductive charging
Developing a UX digital concept for automotive inductive charging
19 Jan 2018
Wayfinding that creates a sense of place at Tate St Ives
Wayfinding that creates a sense of place at Tate St Ives
12 Jan 2018
National Security Control Rooms for a European government agency
National Security Control Rooms for a European government agency
12 Jan 2018
Paddington to Bristol Parkway TMS
Paddington to Bristol Parkway TMS
22 Aug 2017
Co-designing Europe’s first remote airport security screening room at Gatwick Airport
Co-designing Europe’s first remote airport security screening room at Gatwick Airport
13 Oct 2015
Improving communication in 11 Network Rail Integrated Control Centres
Improving communication in 11 Network Rail Integrated Control Centres
12 Oct 2015
Ergonomics and design for Danish Fjernbane’s rail signalling replacement programme
Ergonomics and design for Danish Fjernbane’s rail signalling replacement programme
08 Sep 2015

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.

Micromobility options

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.

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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.

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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.

cutty sark

Designing Consistent Communication: Cutty Sark

Visitor insights developed a clearer wayfinding strategy & design that encouraged exploration and discovery of the famous ship.

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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?