We always make people the priority

We help organisations make decisions based on the needs of people. And that means all people.

People first

For over 20 years, we’ve helped our clients make decisions based on what people need.

We design people-first services and visions using expert research and compelling evidence. And we design people-first organisations using our customer-centricity model.

We know prioritising people is the right approach because it’s helped us consistently deliver results. We’ve found that organisations prioritising people grow quicker, move faster, and have more satisfied employees.

Inclusive design

Making people the priority means considering all people. People with different abilities, ages, financial situations, geographic locations, languages, races, genders and more.

When carrying out research, we always involve people with accessibility needs, and groups that have been underrepresented in the past. And many of our projects have a specific focus on preventing exclusion:

  • We created an inclusive design guide for the NHS to help them create better mental health services.
  • We worked with RM Partners (West London’s cancer alliance) to understand the barriers that seldom-heard-groups face when trying to access healthcare due to COVID-19.
  • We built a more accessible drugs-advice service – Talk to Frank. (This met WCAG 2.1 standards and had a Google Lighthouse score of 91%).

Work like this means less people are excluded from services. That’s better for people, and organisations. Considering disability alone, businesses lose around £2 billion a month by ignoring the needs of disabled people.

Beyond users

Screenshot of an employee tool we created for Zurich. The screen reads 'Meet the Zurich Intermediary Platform. This is a document prepared for John Swiss'.

An employee tool we created for Zurich.

Prioritising people also means designing for those impacted by services – not just the end-users.

Firstly, this involves improving the employee experience. We understand the importance of this through our work designing intranets, HR systems, and our global ethnographic research for Workplace by Facebook.

Secondly, this also means considering how wider society is impacted. For example, we speak to affected families when tackling subjects like gambling, drug-use and mental health.

We’re also excited about the potential to create more ethical and sustainable services in the private sector by considering societal needs. Read more in Our ambition for the future.

What else makes us different

1. We always make people the priority.

2. Our clients tell us we collaborate better.

3. We can prove we deliver more value sooner.