Improving services and experiences means ensuring that everyone providing or using a service and/or digital product get what they need from it.

How we do it

We do this by working with them to understand this need and then by involving them in its delivery


Whether optimising the usability of a website or designing an operational service re-design direct research with users is at the heart of our approach. Our expert team are highly skilled at engaging with all those impacted by a service or product to quickly identify their key needs, emotional drivers and expectations.


Using our innovative User Centred Service Design approach we develop services and digital products iteratively with the people who will deliver and use them. Our dynamic build, test, improve cycle drives rapid results that we know meet the needs of the user and the business.


Our agile delivery framework focuses on working with service delivers and users to ensure they emotionally engage with the proposed solutions. Our experience shows that sustainable change is only achieved when it is emotionally owned by those impacted by it. We work with users to engage, educate and inspire them about new services and products.

“EL have understood the product space well and have, been able to provide real insight to the team. The Research materials, discussion guide etc. have been prepared to a high quality in short space of time and EL have been pro-active in organising follow up meetings, presentations, video summaries ,all of which have met expectations.”

- Leading Social Media Provider

As a picture paints a thousand words we have developed

a style of insight communication that stands us apart from other agencies.

We provide amazingly innovative and inventive visualisations that allow our clients to share and discuss findings across their organisations. Of course detailed text analysis is provided for those who need it but our instantly accessible creations mean key findings and recommendations are synthesised for productive collaboration.

Partner with us

A flexible resourcing model

that works for you

All organisations suffer from pinch-points in resourcing unanticipated organisational demand or a competitive recruitment market can cause major issues.

In response, we developed our Flexible Resourcing model

Without the need for contracts we will learn about your organisation and ways of working to ensure that when a need arises for additional resource at short notice our team are available and ready to work with you.

We are Global

We are Global

Working globally requires expertise in managing complex projects with varying time zones and communication limitations, an art which we have perfected alongside delivering compelling stories and valuable insights.

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

Get in Touch