We Design Services That

Work For Everyone

What We Do

Services feel best and are most effective when they work for everyone involved — from policymakers to front-line staff to the citizens they serve. To improve public services, we apply human-centered design methods at both the service delivery and policymaking levels.

Our expert researchers, designers, and strategists work closely with government agencies to frame goals, conduct research with stakeholders, prototype new service programs, and plan for implementation with confidence. We’re committed to feasible improvements that enhance public satisfaction, improve the bottom line, and produce better outcomes.

How Our Projects Run

Our work typically moves from discovery research to collaborative design to formative evaluation.
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Phase 1
Discover

We begin projects by conducting research to understand the current state of a service system. We engage with service providers and users, visualize people's experiences and activities, and identify shared needs.

Context-Setting Activities
  • Research Scoping
  • Fieldwork
  • Service & Journey Mapping
  • Synthesis of User Needs
  • Design Concepting
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Phase 2
Design

In collaboration with the public, front-line staff, and policymakers, we collaboratively design new policies or service offerings. We turn our research insights into design objectives and then develop and test prototypes of new potential programs and tools. At this phase we also define a theory of change to guide subsequent evaluation.

Co-Design Activities
  • Theory of Change Creation
  • Co-Design and Prototyping
  • Design Refinement
  • Pilot Program Planning
  • Outcome Metrics Definition
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Phase 3
Evaluate

Before scaling-up, we pilot new service offerings to ensure their efficacy. Small-scale real-worlld implementations allow us to debug program activities so that new programs can be scaled-up with confidence that any design, technological, regulatory, and human resource requirements have been addressed.

Implementation Activities
  • Feasibility Review
  • Real-World Testing
  • Evaluation
  • Up-Scaling
  • Implementation Planning