Work

Selected work.

Every project here started the same way: by listening to the people who make a service work. The methods applied here in demanding organisations are the same ones we now bring to the public sector and social impact.

Liliana reviewing research findings pinned to a glass wall with a colleague
Reviewing research findings as a team

Banking · Portugal

novobanco

Paying & Receiving

In partnership with Hyphen

Service redesign

Redesigning debit card, credit card, and transfer services end to end, from back office to branch.

  • Working sessions with technical, product, legal, risk, commercial, call centre, and branch teams
  • As-is and to-be service blueprints
  • Validation tests with customers in branches
Service blueprintCross-team co-creationIn-branch testing

Retail · Portugal

Continente

Content hub

In partnership with WyGroup

Service redesign

A new content hub that makes Continente an everyday partner for its customers, helping to make their lives easier.

  • Kick-off sessions and interviews with customers from different segments
  • Co-creation sessions with internal teams
  • A solution shaped through personas and customer journeys
Customer interviewsCo-creationPersonas and journeys

Retail · International

Jerónimo Martins

Employee experience strategy

In partnership with WyGroup

Service diagnosis

An employee experience strategy that unites people across countries around one set of shared values.

  • Collaborative sessions with teams
  • Interviews with employees across teams and countries
  • An employee journey to guide the strategy
Employee experienceEmployee interviewsEmployee journey

Technology · Spain and United States

HP Inc.

Subscription service

In partnership with Monday

Service diagnosis

Making sure that leaving a subscription service is clear, simple, and well communicated.

  • Remote usability tests with customers in Spain and the United States
  • Co-creation sessions with the design team to agree on improvements
  • A final round of validation tests
Usability testingCo-creationValidation

Insurance · Portugal

Ageas

Monthly pause plan

In Common

A monthly pause plan, so that teams can slow down, rebalance, and reconnect.

  • Co-designing a calendar with monthly pauses throughout the year
  • Simple moments of presence and conversation designed to fit into the working day
Team wellbeingCo-creationMindful pauses

Consumer goods · Northern Europe and Southeast Asia

Carlsberg Group

B2B ordering platform

In partnership with Boost IT

Service diagnosis

Checking a B2B ordering platform against what customers really need, across four countries.

  • Platform data and interviews with product managers and owners
  • Field research with customers in Denmark, Sweden, Vietnam, and Laos
  • Personas, journeys, and recommendations for the roadmap
Field researchPersonas and journeysRoadmap input

Insurance · Portugal

Fidelidade

MySavings investment app

In partnership with Comon

Service redesign

Shaping a new investment app around both customer and business needs, before launch.

  • Interviews with internal stakeholders and potential customers
  • Feature priorities, information architecture, and experience metrics
  • Solution design and co-creation with the product team
Customer interviewsPrioritisationCo-creation

Entrepreneurship · Portugal

IPN and AIRO

Training and programmes for entrepreneurs

Facilitation and training

Sessions that help entrepreneurs put people at the heart of their business, from the very first idea.

  • Training in service design and customer research
  • Hands-on sessions, applied to each participant's own project
  • Simple tools to test ideas before investing in them
TrainingEntrepreneurshipCustomer validation

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