A customer experience and service design agency dedicated to working with users to design and deliver services that improve experiences, efficiency and outcomes.

Successfully designing and delivering new digital and service solutions impacts people, it’s personal.

So we make sure that our designs and delivery are guided by those most impacted by any changes. Using our structured service design methodology and adopting an agile delivery approach we focus on the end user experience to deliver successful and sustainable improvements.


years of successful delivery to both the public and private sector


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


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


We engage with a large number of participants from a wide array of diverse backgrounds. Each year, we conduct depth research with over 800 during Research, Co-Design and Testing projects.


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


principle drives our work – to deliver great results for our clients, their staff and the users of a service users

“Experience Lab were a crucial part of the research ,design and adoption of the new Patient Discharge suite at NNUH. They worked as part of our leadership team, provided excellent insights and great visualisations to assist decision making. I would fully recommend their skills and services.”

Improvement Matron - NNUH hospitalSarah Balderstone
We believe in our peopleđź’Ş

Our team

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

Our TeamJoin us

Ready to understand your customers and design services and products with them?

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