We’re a design agency passionate about facilitating meaningful conversations to improve employee and customer experiences.
We help business and government understand the motivations, needs and challenges of both employees and customers and use these insights to improve operations and culture.
Understanding both perspectives and purposefully designing with them helps generate and sustain a thriving ‘people-centric’ culture.
We optimise your operations and culture through our mixed toolkit of:
Service Design / Design Thinking
Lego® Serious Play®
Adopting a ‘people-centric’ approach will positively affect many areas such as:
costs & profitability
customer & employee attraction / retention
product & service innovation
strategic partnership creation
brand advocacy & differentiation
Partner with us
Collaboration is at our core so we can design a facilitation experience to reflect your strategic objectives.
Our interviews and workshops can include customers only, employees only or customer and employees.
Whilst our process is Lego® and Post-it Note® filled, we’re data driven and map your success metrics to project outcomes.
1. Design Research
Through qualitative and quantitive research we help you become more ‘people-centric’ by better understanding your customer and employee motivations, needs, challenges and the contexts in which they interact with your brand.
Where appropriate our qualitative (face-to-face) research will utilise the Lego® Serious Play® method, as opposed to more traditional focus groups or interviews. This innovative research method uncovers valuable insights by allowing participants to think and communicate in a unique way, and differentiates your brand in a competitive marketplace.
2. Strategic Design
A continuation of ‘Design Research’ we use Lego® Serious Play® and various service design / design thinking tools to generate a current (‘As-is’) and future (‘To-be’) understanding of your people, processes, workspace, technology, partnerships and market positioning to support both your customer and employee experiences.
We then work with you to implement the necessary changes in order to achieve your ‘people-centric’ operations and culture.
3. Capability Building
We create bespoke training workshops which immerse your employees in the value of service design / design thinking and Lego® Serious Play® to sustain a thriving ‘people-centric’ culture.
These highly interactive workshops are structured so that participants learn such tools and techniques by applying it directly to their workplace.
Through ‘learning by doing’ participants will leave with numerous insights on how they can immediately improve customer and employee experiences.
4. Co-creation Event
In this digital era, unique, live events are a valuable way to significantly build brand awareness and advocacy.
From helping customers envisage the future of their industry to partnering with them to solve more immediate problems these events allow you and your employees to authentically connect with current and prospective customers in a way your competitors may not.
Our fun, highly interactive, Lego® strewn and Post-it Note® filled events generate engaging and unique content your marketing and internal communications department will greatly appreciate.
5. Lego® Serious Play® Workshop
Lego® Serious Play® is a methodology which boosts business performance by helping teams think differently, communicate better, solve problems and improve decision-making.
Used by many of the world’s most innovative companies such as Google and Microsoft the bricks are used as a medium to construct and to express complex ideas through storytelling and metaphors.
Lego® Serious Play® has multiple applications such as:
1) Team building
2) Sales development
3) Process improvement
4) Organisational change
5) Product & service innovation
6) Business model development
7) Strategy development and exploration
8) Qualitative research (customer & employee)
Dr. Jane Hession
I’m a researcher at heart. I love to learn how various mindsets and life experiences shape the decisions and behaviours of others.
My book ‘Women In The Modern Workplace’ examined how family, finance, networking and mentoring affect a woman’s decision to create a startup. My Phd. analysed the degree to which Polish entrepreneurs leverage the business support services provided by the Irish Government.
I’ve consulted to various Irish Government agencies and for five years managed the business faculty of a college based in Sydney.
I have a passion for creating mindful, progressive learning environments and embedded Positive Psychology and design thinking throughout the entire faculty.
As a certified Lego® Serious Play® Facilitator, I use gameplay in all of my facilitation work with a focus on incorporating fun and creativity into teamwork.
I'm constantly curious with a passion for innovating. I'm innately empathetic and love to understand and assist others.
I have over a decade of director and senior leadership experience and have, since my Masters Degree in 2004, used the principles and practices of Creative Problem Solving and design thinking to guide me…..(plus lots of trial and error!).
I'm a certified Scrum Master and Lego® Serious Play® facilitator and have worked internationally with various companies and design agencies that wish to advance their operations and culture in order to deliver memorable customer and employee experiences.
My passion to teach others innovative, ‘people-centric’ methodologies and frameworks led me to lecture for numerous years in service design, design thinking, jobs-to-be-done, Google Design Sprints and Lean Startup.
I believe business culture should be keenly considered and inclusively designed, yet is still a significantly underrealised asset by most businesses.