Digital service strategy and design
Let us help you leverage Agile ways of working to design high quality digital services based on rich user insights and iterative approaches to design. You’ll deliver value more rapidly to your customers and users and, through this service, streamline your organisational processes.
CHALLENGES WE SOLVE
Refine or reimagine your services
You want to take your paper-based process online but how can you make it more efficient as you do so? How do you change systems without making life harder for your people? How can you reimagine services entirely? And how can you tell when you know enough about users to start development?
With our expertise in Agile, service design, user research, data analysis and incremental planning, we help you create services that not only satisfy but delight today’s demanding customers and users.
Bespoke digital strategies supporting organisational goals
Incremental implementation plans to deliver early and on-going value
The right tools, skills and methods for user-centric digital service design
THE VALUE WE ADD
Reliable user insights from the start
We help you shape your project from the start, with clear objectives, an incremental roadmap and a plan for managing uncertainty.
We inform your understanding of what ‘digital’ means in your organisation and the role it will play in modernising your service and operating model. We support you in finding early opportunities to deliver value to your users – because the best insights come from real interactions between people and the services being designed for them, rather than from extensive and costly desk research.
OUR APPROACH
Delivering simplicity to service users and providers
With a track record of adding value to many Government Digital Service programmes, our expert consultants support your team to establish best-practice user engagement and bring a fresh perspective to help you find new ways to improve or even revolutionise your service delivery.
CASE STUDY
Office for National Statistics
- Vast improvement in speed, efficiency and cost effectiveness of data collection
- Errors in data entry reduced by over 99%
- 99.5% of respondents now want to complete ONS surveys online as a result
- Additional benefit in providing almost all the functionality required for the 2021 Census
OUR PROVEN TRACK RECORD
Shaping the best experience for users and customers
Here are just some of our achievements in supporting organisations to create user-centric digital services, and to develop and implement ambitious digital strategies.
Award-winning YHA service strategy and design
Worked with the YHA to develop and implement a strategy to fully embrace digital technology to provide the best possible experience to customers. This on-going collaboration has resulted in a 43% increase in bookings, a 300% increase in mobile bookings and multiple industry awards and accolades.
Creating the right service for creatives
Guided Creative Skillset, the Sector Skills Council for the Creative Industries, in shaping the design of Hiive (hiive.co.uk), a community platform for creative professionals established through a combination of public and industry funding, and supported by Channel 4 and the BBC. Launched in 2015, Hiive now has well over 100K members.
Shaping the design of the British Council’s one-stop-shop
Provided strategic recommendations to the British Council to shape the design of its e-commerce platform and selection of Payment Service Provider, key contributions to its three-year programme to bring online payment for all its global educational products into a rich, integrated portfolio.
Expert review for the expert reviewers
Following a strategic review of digital delivery capability and website architecture, we provided Which? with an interim Chief Digital Officer to design its new digital strategy and the change plan that Which? went on to use to implement it successfully.
How will we use the information about you?