Overview
The digital consultancy specialises in applying inclusive digital transformation across organisations and workplaces, and how businesses and the public sector can deliver accessible digital services and online experiences for their diverse audiences.
It incorporates the research from the Living Lab into practices for other organisations.
We integrate systems design, experience design, and service design to create a comprehensive methodology that addresses diverse employee and customer needs through inclusive digital innovation.
This approach positions us to help commercial and public sector organisations improve revenue, satisfaction, reputation, and service standards to better serve all customers and users adaptively according to their needs, while exceeding legal mandates. Additionally, we help enhance an inclusive operating model and systems that support a diverse workforce that brings talent, innovation and diligence to organisations.
We architect digital systems that work for everyone by embedding disability-led systems thinking into every layer—from user experience to technical infrastructure. Our lived experience advantage means we identify accessibility barriers and opportunities that traditional consultancies miss, creating solutions that are both technically robust and genuinely inclusive.
Our approaches are guided by our frameworks of self-determination, capability and subjective perceptions of individuals and how digital equity can be flexed in variable approaches.
Supporting this is a focus on ethical and open technology and data, lending transparency, reusability and interoperability without dependencies on Big Tech centralised walled gardens to ensure digital sovereignty and the flexibility required.
Services
The overarching vision allows for modular pieces of work to scale or target as needed, whether a specific web platform, business systems, or workplace operations, to serve employees or customers alike.
Audit and assessment:
- Review of current systems, analytics, processes
- Customer journey mapping for different characteristics
- Accessibility testing and skills assessment
Inclusive User Research:
- Mixed-methods participatory research with people with lived experiences (e.g., disabled, neurodivergent).
- User ecosystem approach to personas.
- Use of assistive technology simulations and accessible digital research platforms.
Service Blueprinting & Systems Mapping:
- Visualisation of service delivery pathways from multiple stakeholder perspectives.
- Mapping contextual, technical, and social systems that influence the user journey.
- Identification of pain points for marginalised users with contextual systems mapping
Co-Production of System Prototypes:
- Facilitated design sprints with multidisciplinary teams, including users.
- Rapid ideation and prototyping with accessible design tools.
- User-driven evaluation and iteration.
Solution Architecture & Delivery Planning:
- Designing robust, scalable, and accessible digital service architectures that fit as layers within, around or integrated alongside existing systems
- Identifying and designing a tech stack and application architecture that can address front end to back end and data flows.
- Roadmaps for technical implementation, change management, and training.
- Compliance with accessibility standards (WCAG, ADA, etc.).
- Testing personalisation and profile matching responses to target needs and situations
Target Operating Model:
- Mapping out current state operations against the needs of the workforce and the market
- Identifying needed people, systems and processes applying classical enterprise architecture to inclusive design and practices.
- Roadmaps for incremental steps and stages of workflows to accommodate resources, budgets and effort.
Capacity Building & Delivery:
- Building accessibility checks into key DevOps processes, tools and testing
- Advising and training on developer process and coding frameworks
- Testing as a co-development process