Services
We provide a high-quality and cost-effective Human-centred research, Service and Experience Design outputs for product owners, managers, service leads and other key service makers
We work in a structured process
We’re proud to use a Human Centred Design framework we’ve refined over decades, drawing from the best of social science, design, systems thinking and business analysis.
It’s based, not on a sequence of steps or stages, but as a set of key roles, including: Project Planner, Experience Explorer, Human Centred Designer, Business Analyst and Innovation Guide.
It’s a good tribe, because these are the roles we’ve built the strongest skills. It’s why these are our core services.
We call it Human Centred Design via Cognitive Ink’s Pentad of Pathfinding Peregrinators. We help you find a path to make things better, and to make better things.
What’s in our bag of tools?
Like geographical maps, but for experiences.
Design
We use our insights to design concepts, prototypes and service designs, which we test with real people to validate the effectiveness of our solutions. And we guide organisations along the long path of detailed design and development of a better thing. We communicate what we've learned to stakeholders, employees and leadership. This means that crucial decision-makers get the same message, and directly from the people who carried out the research. We stick around to ensure that the findings are embedded into your organisation for the weeks, months or even years it takes to make decisions about new products, services or policies, and beyond. Our tools include: Concepts, Prototypes, Animations, Fieldguides, Presentations.
Mapping
We make sense of our findings, looking for patterns to show map out how people behave, what they do, what they use and more crucially, why they need it. Our maps shift in scale, from a single person to groups of people, and from single parts of an experience to entire ecosystems. Our tools include: Behavioural personas, Experience journey maps, Service blueprints, Domain and object models, High-level requirements maps
Research
We head into the field to talk to and observe people on their own terms and in their own spaces. Our down-to-earth, ethical and compassionate inquiry, based on well-established social science practices and decades of experience, helps draw people out, to tell meaningful stories and to demonstrate genuine behaviour. Whether they're clients, customers, employees, users or the general public, we help people feel safe and seen, and to tell us not what they think we want to hear, but what moves them most deeply. Our tools include: Ethnography, Workshops, Surveys, Heuristic evaluations, Usability testing
