Make complex things feel simple.
Complex businesses don't need complex interfaces. We design around the way people actually work — including the interruptions, the edge cases and the bad connection on a phone in a car park. Accessibility isn't a review stage at the end; it's in the first sketch.
Signs you need this.
Users need training to complete tasks that should be self-explanatory.
Support volume is driven by the product, not by genuinely hard questions.
People abandon a flow partway through and finish it by phone or email.
Each part of the product looks and behaves like it came from a different company.
An accessibility audit came back with findings you don't have a plan for.
The deliverables.
User research findings
What people are actually trying to do, where they get stuck, and which constraints are non-negotiable in their real environment.
Journeys and service blueprints
The end-to-end path, including the offline steps and the people behind the screen.
Information architecture
How content, data and navigation are organised so the structure matches the user's mental model.
Interactive prototypes
Clickable flows you can put in front of real users before anything is committed to code.
Design system
Components, tokens, patterns and usage rules — built to be handed to engineering, not just admired.
Accessibility specification
Contrast, focus order, keyboard paths, screen-reader behavior and motion preferences, documented per component.
The approach.
Understand the user
Interviews and contextual observation with the people who'll use this daily — not a proxy for them.
Simplify the structure
Before styling anything, we reorganise information and reduce the number of decisions a task requires.
Prototype and test
We put low-fidelity flows in front of users early, and change them while changing them is still cheap.
Systemise
Validated patterns become a documented system so the next screen is faster and stays consistent.
How we engage.
Team Shape
Design lead, UX researcher, product designer, accessibility specialist
Starts With
A research plan and a review of what you already know about your users
What clients ask.
Can you work with our existing brand?
What if we can't get access to our users?
Do you hand over Figma files or code?
Ready to start on Experience Design?
Let's discuss how this fits into your current challenges and what the first step looks like.
Get in touch