Our Approach
We design services that actually serve people. Our methodology integrates strategic design, behavioural insights, and systems thinking to create solutions that are both transformative and implementable.
This is service design built for complexity—where real people meet real challenges.
How We Design
Living Systems Focus
Services exist within dynamic ecosystems of people, teams, organizations, and communities. We design interventions that preserve health and wellbeing while adapting to evolving contexts. This is supported by over 25 years of expertise in health promotion and systems design.
Phased Development Process
1. Knowledge & Program Review
Understanding current state, existing research, and emerging insights to build a solid foundation.
2. Service Mapping & Modeling
Identifying key touchpoints, behavioral factors, and intervention opportunities within user journeys.
3. Progressive Prototyping
Using our “drip method” to evolve initial concepts into testable prototypes refined through feedback.
4. Implementation Support
Concrete guidance for putting solutions into practice with sustainability beyond design.
Complexity-Informed Design
- Adaptive Frameworks: Clear direction that responds to disruptive forces
- Systems Orientation: Recognizing interdependencies in your ecosystem
- Resilience Building: Strengthening capacity to navigate uncertainty
- Assumption Testing: Challenging underlying assumptions to address root causes
Evaluation Throughout
- Learning Systems: Feedback mechanisms for continuous adaptation
- User Validation: Testing solutions with actual users in real contexts
- Evidence Generation: Robust data to inform decisions and track progress
- Measurable Success: Clear metrics that honor complexity
What Makes Us Different
Active Consultation: Strategic “sprint” methodologies and micro-consultations that build ownership while respecting time constraints.
Dual Focus: Services that are simultaneously aspirational and immediately actionable—functional, inspirational, pragmatic, and adaptive.
“Telling the Story While Writing It”: Using the design process to strengthen organizational capacity through participation.
Implementation Pathways: Concrete guidance with clear timelines and deliverables, not just recommendations.
Structure + Flexibility: Enough structure to guide action while remaining adaptable to context changes.
Impact in Action
Our methodology has proven effective in significant transformations—helping public health departments transition from pandemic operations and designing more effective cancer support services. We honour lived experience while introducing frameworks that expand possibilities for action.
We deliver implementable solutions that evolve with changing contexts and needs.
Ready to design services that truly serve? Connect with us to explore how strategic service design can transform your user experience and organizational impact.
