Transformation and Service Design

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We help clients understand the value digital can bring to the core of their business and transform ideas for change into action

We help our clients identify, test, size and justify future sources of value – and explain this value ambition to win support. We apply the culture, business models, technologies and ways of working of the internet era to help clients respond to people’s raised expectations. At the core, we help translate ideas for change into action: articulating the roadmap and mobilising the enterprise to move towards the digital ambition – for the future customer experience, business model, operating framework, platforms, products, propositions, and culture.

Experience strategy

Our experience strategy and service design practitioners are experts at designing and leading customer research and uncovering actionable insight. We conduct market and trend analysis and articulate the experience opportunity within and beyond our clients’ sector. We work with designers to illustrate a vision for the customer experience across services, enterprises and whole systems, and define the product and service propositions that underpin them.

Experience strategy
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Strategic counsel to clients

The members of our capability are valuable counsels to our clients, connecting their need to opportunity, helping them get buy-in and build momentum for change and lasting value. We coach senior clients to build digital culture, skills and leadership. Our understanding of and expertise in selling, pricing and scoping a range of digital projects enables us to see the full picture and orchestrate disparate projects into a multi-faceted transformation programme. We make things happen.

Digital business strategy

Our team have extensive experience in generating digitally-led business models, business cases and prioritising transformation roadmaps. We help our clients design the right digital organisation, value-based service model, operating framework, capabilities and governance to deliver against the rapidly evolving expectations of their customers and staff members.

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