Digital product and service design for complex work

Design the service around the task

People rarely visit a digital service for the interface itself. They need to make an application, manage an account, carry out a job or find an answer. Good design helps them complete that task while taking account of the organisation that delivers it.

We work on new products and existing systems where the complexity is already real: multiple user roles, long forms, legacy integrations, operational hand-offs or specialist information. Our team connects user needs with the decisions your product owners, engineers and service staff need to make.

Find the right level of change

A visual refresh will not resolve a broken process, and a full redesign is not always necessary. We examine the journey and its constraints before agreeing the work. The scope may cover information architecture, interaction design, content, interface components or the wider service behind the screens.

Designs are developed in stages, discussed with your team and tested where the important uncertainties lie. Engineers contribute to decisions about feasibility and implementation; researchers help keep the work grounded in the people who will use it.

We document the intended behaviour, including errors and less common states, so the design can move into development without relying on a set of polished screenshots alone. Accessibility is considered throughout, with the agreed requirements reflected in design and review.

Experience with services people rely on

For LV=, our work combined user research, UX and interface design for a flexible car insurance product. We collaborated with the client’s design and development team, refining wireframes and mockups through user feedback and considering integrations within the journey.

For the King’s Awards for Enterprise, design and content work helped applicants understand eligibility and complete an extensive application. Six rounds of usability testing informed the service.

Choose the design support you need

Service design examines the complete experience and the people and processes behind it. UX design focuses on the digital journeys and interfaces people use. User-centred design provides an iterative approach when research needs to guide the solution from the outset.

Can you work with our development team?

Yes. We can provide design alongside your engineers or combine it with our own development work. We agree review points, handover detail and responsibility for checking the implemented experience before starting.