Our research is needs-based and people-centred. We specialise in customer vulnerability and inclusion, and our research focuses on impacts, behaviours, experiences and ultimately, outcomes. From lived experience immersion to qualitative and quantitative research, we help firms to first build a strong understanding of customers, and then act on this

From customer journeys to product and service design, we help firms build inclusive design approaches that work for them. Whether it’s our signature “1-3-5” inclusive design sprints, or tools and frameworks that support long term change, we help you improve outcomes for customers in vulnerable circumstances

We work with a wide range of organisations on all sorts of topics, from reviewing and developing strategies around customer vulnerability, to designing new solutions and interventions to support customers. If you’re struggling with a challenge around customer vulnerability and inclusion, get in touch and we’d be happy to talk it through with you