Our work
Financial services
Improving critical communications during financial difficulty
Understanding how customers in financial difficulty interpret complex communications and what helps them act with confidence.
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Financial services
Understanding why confident credit-card customers still misunderstood critical information
Exploring how people understand interest, fees, APR and repayment, and why confidence does not always equal comprehension.
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Government services
Making complex pension-income decisions easier to understand
Identifying where terminology, calculations and information design create barriers to understanding.
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Government operations
Improving complex pension-income processing for operational users
Understanding where screen design and complex calculations create avoidable friction for operational teams.
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Digital transformation
Guiding the move from manual to digital services
Understanding how a legacy spreadsheet-based process works before deciding what a future digital service should become.
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Internal tools & operational research
Understanding why an internal guidance tool was not being used as intended
Observing real working practices to understand why agents were bypassing or inconsistently using a support tool.
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