Lead systems thinker
Systems & Service Design
We create a shared understanding of the organisation's current situation – eg. actors, constraints, typical behaviour and dynamics. Through analysis we identify leverage points in the system that have potential for big impact.
We visualise and identify the most significant actors inside and outside of the organisation and pinpoint the most important stakeholders. We facilitate collaborative discussions of what are the boundaries and the scope of the system that we are tackling and why the change is inevitable?
We conduct a study of how people inside the system interact with each other in certain issues. Who are the most networked people (nodes) of the organisation who have most of the invisible or informal knowledge of how the organisation works over the official structures.
We discuss with the stakeholders who are driving the change as well with those ones who are affected by it. But also with the most networked individuals identified in the system via network analysis. We listen to them carefully and try to understand the conditions, typical behaviour, repeating narratives and the dynamics of the organisation.
We arrange the data collected, make sense of how things are interconnected, visualise the system dynamics and identify the potential leverage points for change.
We make sense of the current situation by visualising the most common narratives and the system dynamics: how all things are interconnected and in what ways the communication and collaboration occur, besides the official communication formats.
Collaboratively we identify the most potential leverage points: places within a complex system where a small shift in one thing can produce big changes in the whole system. These can be identified from the ongoing narratives, network analysis and from the visualisation of system dynamics.
Visioning the better
We create collaboratively a vision of the better state that we are aiming for, and what are the wanted and also unwanted consequences after we have intervened to the leverage point identified. Language and narratives are our main tools : how we talk about it describes our perception of it.
We set up temporary structures that enable new ways of working in a spirit of radical collaboration. This way we gently force new connections to emerge among personnel which enables empathy, shared understanding and knowledge about the organisations capabilities that are crucial assets while increasing resiliency.
We co-create interventions to the leverage points. Those can be something concrete, like blueprints of service, or more abstract ones like new rules or ways to communicate. The main point in designing interventions is however cross-functional collaboration where stakeholders from different parts of the organisation exchange thoughts and co-work together and learn to understand each other's thinking and the whole organisation better.
Co-creation forces people to interact, enabling empathy. It increases the possibility of understanding each other's point of view better about the issues at hand. Radical collaboration is a way to co-create without the burden of organisational constraints by setting up temporary teams that are autonomous without titles, hierarchy and with special focus on psychological safety.
Change of organisation is a slow movement towards better conditions, and it happens in the end at the individual level. But it is important to identify and align the key metrics for change in the beginning of our journey. The first indications of change occur in the way people are articulating the situation and change in narratives. We listen to the narratives carefully and follow whether they develop in the desired direction.
We make the strategic vision tangible by connecting the customer experience with business goals and aspirational storytelling.
We design and manage robust customer experiences by centering on your customer needs and their interactions with your company, along the lifecycle of your product or service. A successful customer experience not only leads to satisfied customers, but also streamlining silos, policies, processes and collaboration across teams.
Production resources are precious and should be utilised sustainably to launch thoughtfully designed products & services at scale. Our award winning design team works with your product team in sprints to prototype, test and synthesise product and service visions ready to guide and integrate to your future roadmap.
Experience principles & drivers
Workforces today are increasingly utilising digital tools, remote collaboration and more importantly, highly interdisciplinary. Alignment, purpose and common values are key to arriving at your destined North star. We help frame and validate principles, identify biases and reflections that can be applied to everyday processes and decision-making.
We responsibly craft & lead world class digital products and services at scale. Our award winning and internationally acclaimed success is our proven track record.
Digital brand strategy & execution
High level brand guidelines don’t often translate truthfully down to the digital ecosystem within your organisation. This causes gaps in how your brand is perceived by consumers. Continuous development, quality, fast-changing trends, accessibility etc. are a few key reasons why. We work closely with your brand, marketing and product teams to align and future proof your digital for consistency — enabling long term consumer trust, loyalty and satisfaction.
Digital Product and Service Design
Some might call this full-stack design, but for us, design is one holistic process. We shape visions through strong storytelling and communication. We prototype flows early and often to validate concepts; and maintain close collaboration with content, data and engineering to shape delightful, modern and iconic end experiences that stand the test of time.
Design system foundations
We have extensive experience in building and maintaining design systems from startups to international corporations — across screens to augmented/mixed reality. We help identify and frame the need and scale of your design system, set up solid foundations and maturity in good design & code, and establish strong work-ethics and guidelines in order to scale & adopt efficiently.
Structuring and aligning design and development approaches and ways of working across teams and organisations.
Interim Design Leadership
Growing a design team and capability can often be a complex effort. With our interim design leadership services, we help you build the culture, approach and capabilities successful design at scale requires. Once the scaffolding is in place, we help you recruit the right people for your growth in the mid to long term, and make sure your design capabilities and overall maturity is aligned with your vision and ambition.
Product & Design Management
We help you organise, manage, plan, and operate your design, design teams, and product and service streams in a coherent manner. We do this to support your product owners and technical experts so they achieve their goals sustainably. Our unparalleled experience in diverse consumer, b2b, and industrial environments is at your disposal.
Design maturity indicates the motivation, capability, and ability how well an organisation can deliver user and customer-centric design, products, and services. We help you define your organisation's current maturity level, strengths and pitfalls, and opportunities. Subsequently, we coach and train your key personnel and stakeholders, and we build together with you the new foundations, improved processes, and roadmaps to enhance your maturity, performance, and customer satisfaction.