About ExperienceLab

A customer insight and service design agency. We are dedicated to working with users to design and deliver better products, services and experiences.

The most successful organisations in the world put users at the heart of design

We’ve been helping them to do it for over 20 years. ExperienceLab has one of the longest stories in UX. Bringing together tried and tested service design methodologies with ambitious and innovative new co-design and strategic processes to ensure that thinking is challenged.

We help you to put user needs at the heart of your design process. Our passion for understanding people and unearthing the truth helps you to build a strong evidence base to give confidence in your decision making.

Our collaborative approach brings together all parties involved within a product, service or experience, to understand all angles and design the best outcome for your business, your people, and your customers. We offer the creativity and agility of an agency, with the structure and rigour of a consultancy and get genuinely excited by making our clients happy.

Achieve your Customer Insight and Service Design Goals with ExperienceLab

A Passionate Team

Fascinated by exploration. A passion for design and innovation. Work with a team that really care about delivering a great result for your project.

High Quality Research & Design

Experts in delivering Qualitative and Evaluative research and Service Design in the UK and Internationally. We provide the best advice and research quality to ensure you get evidence you can trust, at scale.

A Trusted Partner

With 90% of clients coming back to ExperienceLab for multiple projects, we are trusted by some of the biggest brands in the world to deliver time and time again.

ExperienceLab by numbers

20 years

A modern agency with a strong legacy, we've been established for 20 years


clients that we have successfully worked and collaborated with in the public and private sector


Continents where we have undertaken research including the US, China, Japan, the EU and Central America


We deliver research with over 800 people each year, across a range of sectors, backgrounds and nationalities


State of the art studios in London Bridge provide the perfect environment for research and design

Our highly skilled team of researchers and designers are committed to delivering great outcomes through working with service users

Join our teamMeet our team

Trusted by Global brands to put the user at the heart of design


We help you to better understand your users, designing with them, to improve your product or service, and giving them a measurably better experience


Our highly skilled team of researchers and designers are committed to delivering great outcomes through working with service users

Join our team

Our latest thinking

Welcome post-its from the EL team
Life At ExperienceLab

What’s it like working at ExperienceLab? – My first 2 months at EL

I’m Constance Ip, a UX Researcher and Consultant at ExperienceLab. It’s been two months since…

How to apply 6 principles of journalism to UX research and consulting

I’m Katie Sola, a senior UX researcher and consultant here at ExperienceLab. In this post,…

Here’s how (and why) we’re using customer research techniques to understand the impact of Covid-19

How we work, learn, shop, socialise and live changed almost overnight this year. As researchers,…

Lets talk about your objectives

Whether you have a full defined brief, or have a challenge, and would like some input on how to approach it, our experts are here to listen and support.