Real results from product, delivery and CX work

Case studies from digital transformation, service design, and delivery leadership across enterprise and startup environments.

We’ve led product strategy, service design, UX transformation, and delivery programmes at organisations including Johnson & Johnson MedTech, Sky, ASDA, Leeds Building Society, and Covéa Insurance.

The work below also includes research and engagement projects delivered through Participation Studio, our specialist practice for participatory research and public involvement. These case studies show the challenges we tackled, the approach we took, and the measurable outcomes we delivered.

Media & Broadcasting

Sky: Lost Signal Service Design

Reducing contact centre costs through self-serve solutions

The challenge: Sky’s contact centres were overwhelmed with ‘lost satellite signal’ calls. Each call cost £5+ to handle. Customers were frustrated waiting on hold for a simple fix. The existing troubleshooting was buried and ineffective.

£1.5m Annual cost saving

+18 NPS improvement

-42% Contact volume

Medical Devices

J&J MedTech: Embedding UCD in SDLC

Transforming global development process with agile UX

The challenge: Johnson & Johnson MedTech needed to embed user-centred design into their software development lifecycle across global teams. Legacy waterfall processes, no UCD methodology, and resistance to agile ways of working.

DesignOps Framework built

100% Agile adoption

-60% Usability issues

Insurance

Covéa: Scaling UX & Digital-First

Building UX capability from 2 to 15 people and launching digital proposition

The challenge: Covéa Insurance needed to pivot to digital-first customer experience. A minimal UX team of two people, a traditional broker mindset, and no structured UX capability across research, content, optimisation, or design.

2 → 15 UX team scaled

+47% Online conversion

68 → 77 NPS increase

Social Housing

Discovery in a Day: Social Housing Strategy

Aligning executive priorities with tenant reality in a single structured session

The challenge: A leading social housing provider had a busy roadmap and competing priorities across the leadership team. Leadership assumed financial hardship was the core issue. Tenants told a different story, centred on safety, repairs, and feeling unheard.

~£280k Saving from deprioritised roadmap items

40% Roadmap items removed or deferred

1 day Time to executive alignment

Travel & Hospitality

Customer Journey Mapping: Leading Cruise Provider

Mapping the full customer experience from inspiration to repeat booking

The challenge: A leading cruise provider had fragmented CX data across departments and no shared view of the end-to-end journey. NPS scores weren’t reflecting the onboard experience. The real issues were upstream, before customers even boarded the ship.

+22 NPS improvement

-18% Inbound call volume

~£400k Annual call centre saving

Participation Studio

Research work from Participation Studio

Participation Studio is our specialist research and public involvement practice. The studies below sit on their own site but are delivered by the same team.

B2B SaaS · UX Research

Why users weren’t activating on a B2B SaaS platform

A workflow management tool had strong trial sign-ups but poor conversion. Two rounds of onboarding simplification hadn’t moved the needle. A longitudinal diary study showed users weren’t struggling with the onboarding flow, they were bypassing it entirely to get to the specific task that motivated them to sign up.

Diary study Contextual interviews Workflow mapping

View on Participation Studio →

Third Sector · Lived Experience

Barriers to employment for people with complex mental health needs

Participants in this study wanted to work. The barriers weren’t about motivation. They were about inflexible environments, gaps in employer understanding, the cumulative exhaustion of managing stigma, and systems that repeatedly underestimated people. Delivered in partnership with a third sector organisation and supported by the NIHR HealthTech Research Centre.

Community recruitment Journey mapping NIHR partner study

View on Participation Studio →

Results across engagements

Measurable outcomes from product, delivery, and customer experience work.

68 → 77

NPS increase from service improvements that boosted customer satisfaction

£1.5m

Annualised cost saving from service redesign and operational change

+47%

Online conversion through UX optimization and friction reduction

30% faster

Time to market by linking insight directly to delivery decisions

£40k+

Wasted spend avoided through validation before build

-60%

Usability issues through embedded UCD practices

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