We always begin by identifying people’s needs

Think of these tools as a guide to unleashing your creativity, putting the people you serve at the center of your design process to come up with solutions. Work with an open mindset, ideate, experiment and test.

Build partnerships

If you see possible value in collaboration with other departments, organisations, businesses, or in specialists such as tech start-ups or analysts, partner and see how you can create something better or different.


We don’t hide our high goals or even our failures; we share what we’re doing with the people we work with and the people we work for, the public. 

Keep getting feedback

Identifying real needs means we need to keep testing on real users of the service and take feedback with an open mind. Asking why, and letting them talk freely is much better than just trying to measure clicks or actions.

Keep iterating

To get it right the first time is unlikely. We fail forward, learning from each test with users. This allows us to create fast, explore different assumptions and make something that’s really needed.


By pitching a concept or a vision in a short a video lets us crystallise an idea and find it’s key points; Who, Why and How. Instead of using slides or diagrams, we talk plainly and openly. And it might take many, many takes.

Sketch and visualise

We doodle, scribble and write on whiteboards – a lot. Sharing quick examples helps everyone get on the same page and formalise more abstract ideas. You needn’t be Picasso to work a pen, collage some images or take photos.

Business Value Canvas

One page format for fast  brainstorming of possible business models, this tool helps you prioritise by starting with the user and problem first.

Value articulation canvas

This tool can help prioritise and articulate a concept idea – written down and ‘pitched’ it aims to bring clarity and focus for the whole team.

Vision Video

It’s important to agree and define a common understanding of goals and the Why and Who. Only then the question of How can be worked on. Clear vision engages and communicates.


Using code instead of just static visualisiations in testing a concept makes the process immediately more tangible. Gathering data, quick iteration and remote testing open up too.


Be it low or high fidelity  wireframes, they can be used to test content and hierarchy as well as the medium. Quick wires help in communicating an idea inside the design team, and make ideas tangible.

Gather Feedback 
and iterate

Integrating feedback from real users is vital in getting the solution to a point where it’ll bring actual value.

Sprint Planning

Sprint planning is a clear way for the whole team to prioritise tasks on a linear timeline. The plan is visible in the workspace and is revisited regularly with everyone in the project.

Pattern Libraries

A library that is a living document is taking the styleguide further and involving all interaction patterns as one compiled source.

MLP /MVP Definition

Finding the qualities of the product or service that can gain maximum amount of positive impact with solutions that are not extremely complex to bring to life and iterate on.


Taking a detailed look at all  possible steps and touchpoints that are part of a service experience and mapping them gives a fairly complete, bird’s eye view of the  service.


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