Our goal is to help businesses set strategy and make crucial decisions on how to meet their customer's needs. This goal is realised through a psychological approach to understanding people and their experience.

The key ingredient in this mix is the ability to gain perspective on real issues and opportunities. We focus on research with users, investigative analysis and a range of collaborative techniques to build this perspective in line with the organisation’s needs. We work with the target customers and the business stakeholders to both understand & interpret our findings. Our approach is inclusive and we encourage cross disciplinary working and collaboration to ensure the insight can be owned & used to change and improve process, product or service for the better.

For each client we focus on the right range of techniques to gather perspective. Some examples of our toolkits are:

Research reviews – helping you know what you know with confidence and identify gaps
Collaborative sessions – bringing groups together to focus on key problems and workshop solutions
Boundary sessions – using expertise and ideas from boundary disciplines to gain perspective
Tracking and analytics – looking at real behaviours and key patterns of use of existing or related experiences
Diary studies & ethnography – understanding users behaviours in the context of everyday use
User centered interviews – structuring and carrying out qualitative interviews to understand needs and issues
Testing with users – gathering feedback and highlighting usability issues with products and services, either in situ or within an laboratory environment

Outputs are tailored to audiences and iterated with stakeholders to ensure needs are met. We often make use of the following:

Information design & Infographics – bringing insights to life by designing the information output in a way that is easy to understand
Segmented breakdown – focusing on different user segments, bringing these to life through personas
Scenario planning – creating use cases and user scenarios to play out and realise real life situations
Video summaries – using film and animation to playback findings using the customers voice
Promising practices – highlighting practices that can be adopted and adapted
Participatory design – working with the end user and the stakeholders to build out ideas into design deliverables
Creative briefs – challenging and working through problems and opportunities using briefs and workshop techniques to build ideas

Change requires strong internal ownership. We use experiential design and ongoing measurement to help our clients drive change:

Immersion sessions – learning by doing, innovating and generating buy in and ownership to planned change or
improvement
Experience design – recommending changes and improvements and creating user experience and design deliverable to specify and detail change
Experience planning – looking at the details of moving from an idea through to implementation and considering the key steps that need to take place
Experience quality measurement – using bespoke systems and tools to set targets and then track changes and improvements to experience quality over time
Process reengineering – getting to the heart of process changes that need to take place in order to realise the planned
improvements
Customer panels – keeping close to the customer and bringing them into the cycle of improvement over time

Our goal is to help businesses set strategy and make crucial decisions on how to meet their customer's needs. This goal is realised through a psychological approach to understanding people and their experience.

The key ingredient in this mix is the ability to gain perspective on real issues and opportunities. We focus on research with users, investigative analysis and a range of collaborative techniques to build this perspective in line with the organisation’s needs. We work with the target customers and the business stakeholders to both understand & interpret our findings. Our approach is inclusive and we encourage cross disciplinary working and collaboration to ensure the insight can be owned & used to change and improve process, product or service for the better.

Efficiency - apply the right solution
The cheapest and cleanest kilowatt of energy is the one you do not use. Achieving this means more than just sealing a building's envelope - it also requires the selection and correct installation of the most energy-efficient technologies. Crucially this means ensuring maximum integration with other technologies used as well as taking a lifetime view incorporating maintenance, monitoring and dynamic operation through effective control systems.

Carbon - reducing emissions
There is of course a direct correlation between energy efficiency and carbon emissions but, as well as more efficient technologies, the use of innovative solutions that reduce overall carbon output over the entire energy supply chain should be encouraged. Moving recovered waste heat from one part of a building to where it is needed elsewhere is a good example of how we can positively reduce the carbon burden.

Renewables - refreshing the energy supply
Renewable solutions for use in buildings are varied and span both heating and power generation. Their inclusion gives buildings a level of energy independence and protection against fluctuations in prices. Increasingly, local and national planning guidelines are demanding a greater, or even minimum, contribution of renewable energy in any given application.