Case studies

Service change through culture change

Deloitte x Department for Education

Designing a more effective customer experience for the DofE’s funding arm meant changing how colleagues saw customers and each other.

Making company strategy feel personal

Landscape Institute

Designing and facilitating interventions, we gave the Landscape Institute’s leadership the space and the skills they needed to kickstart a new, five-year strategy.

Scoping possible routes to net zero logistics

Connected Places Catapult

The CPC needed fresh ideas on how they could support net zero for last-mile logistics. In this short study, we inspired researchers to step back from national logistics and technology, and consider human, social and local solutions.

Testimonials

Testimonial Gallery

Rob Coke, Executive Creative Director, Studio Output

“We found the Service Design training and mentoring extremely useful. We’ve used the learnings in our project work, adding more rigour to the way we write user stories and use personas. It also helped us deliver a complex service design project, from initial interviews through to finished wireframes.”

Sebastian Brown, Chief Scientist, SageTech Medical Equipment Ltd

“Phillippa has a fantastic understanding of people and service delivery and is able to put this in the context of modern technology. This includes the standard internet-based communication and social networking but also the frontier technologies that allows consumers to feedback important information that will shape your business.”

Vasant Chari, Senior Policy Advisor, Cabinet Office

“It was a pleasure working with Phillippa and the CurrentWorks team on a recent Policy Lab project which aimed to explore the experiences regional tech startup founders CurrentWorks co-designed an innovative methodology which drew out insights as well as visually compelling evidence. Phillippa ensured that the relevant tools were matched to the insight we wanted to gain, and inform ongoing policy development.”

Rob Bowles, Former Management Consultant, Customer & Digital Practice team, Baringa Partners

“Current Works have excellent facilitation skills, prepared engaging course material and balanced practical and theoretical concepts. Our team were very satisfied with the result and applied the skills learnt to design & optimise services that consider the user and their needs.”

Dionne Atkinson, Senior customer experience designer, e.on

“I really enjoyed co facilitating with Phillippa. Her facilitation style is relaxed and engaging, she is very knowledgeable and shares relevant and meaningful insights. She is well organised and takes the time to prepare ahead of the training sessions as well as carrying out reviews after the session. Phillippa was approachable and really easy to work with, which was great as we were able to build a great rapport with each other as well as the trainees.”

Chris Frost, Head of Digital, Met Office

“Phillippa led on user research for the current, award winning Met Office App. She demonstrated research rigour, an agile mindset, and deep undesrtanind of our user, contributing to an improvement in ratings across both Android and iOS app stores from an average of 3* to *4.5. She has a unique ability to get the best of all stakeholders from research subjects, to designers, co-design participants and teams, to clients and executives.”