Design-led Consulting
Sometimes you just need a clear head and an expert hand. Our team brings the experience, insight and structure to help you tackle complex problems and move forward with confidence. We guide you through the unknowns, offering clarity, direction and solutions that deliver lasting impact.
Product Positioning & Roadmap
Learn from what hasn’t worked elsewhere. We help you identify the right opportunities, align to user needs, and shape a go-to-market strategy that’s built for success.
Customer Experience Transformation
Strengthen your customer journey while refining your internal operations. We help you design experiences that meet real needs and give you a sustainable competitive edge.
Digital Tranformation
Avoid the common pitfalls. We put people at the centre of technology change—so you gain the benefits of streamlined processes, improved satisfaction, and better retention.
Case Studies
Not all our projects can be shared online, if you would like to hear more about how we can help your business grow, get in touch.
Merlin Entertainments
Digital transformation
Reducing wait times through operational efficiencies and digital ticketing.
We worked directly with Merlin Digital in partnership with the Director of digital products and services to redefine the guest experience of the future. We co-created the vision and conducted a series of product trials across Legoland parks to create intrinsic value for the business and customers.
This included initiatives that sped up entry to parks, reduced friction in the check in process, added new features to the mobile app and aligned cross functional global teams.
We crafted customer personas and redesigned a global app platform that was a core feature of the end to end customer experience.
Project outcomes
We delivered an improved customer experience with the business processes to support them, we achieved this through lean experiments derived from hypotheses.
The Legoland California app rating moved from 1* to 4.5* reviews
Reduced time to enter parks
Prevented investment in poor guest solutions
Active collaboration into multiple vendors — New features & products surfaced regularly through collaborative approach: mobile ticketing, photo retrieval, room booking, table reservation and more.
Mind Mental Health
Service Optimisation & growth
Mind mental health charity sustains its free services by offering a number of paid for products to corporates. The Mind Workplace Wellbeing Index (WWI) offers an annual benchmarking study of best policy and practice for mental health within an organisation. Businesses can opt in to become part of the annual assessment and are scored against their industry peers.
Partnered with Etch and the Mind WWI team, we co-created a future strategy to optimise operations and grow the offering. We conducted stakeholder interviews and mapped the internal technology and processes against the customer journey. This identified areas of opportunities which we then workshopped to formulate a proposal and implementation plan.
Project outcomes
We identified areas of the operations that could be digitised, optimised or removed to enhance the customer experience and create internal efficiencies to grow the offering.
The outcomes..
A service blueprint to take away and maintain
5 strategic hypothesis to implement, test and learn from
A very happy, focused team