Setting the business goals, user narrative, and plan for engaging stakeholders in the key opportunity areas. Can include one-on-one interviews, interactive workshops, to competitive mapping, trends research and best-practice case studies.

Quantitative or qualitative research on user needs, encompassing interviews, focus groups, workshops, to market analysis and surveys. Research methods are conducted virtually or in-person.

Working sessions with diverse stakeholders to present, co-create, or validate new policies, services, and ideas. From competitor mapping, experience journeys, to prototyping, the facilitation can be along multiple stages of the project lifecycle.

Bringing together the qualitative and quantitative evidence to create a plan for the future. The strategy delivers a narrative, experience principles, concepts, activation strategies, a strategic roadmap, and metrics for success.

Managing, communicating, and enabling change within an organization or community. Change Management can include an action plan, engaging stakeholders in policies and procedures, pilots and prototyping, and/or the design of change collateral.

Codifying the principles and key recommendations into a document for the future. Guidelines can be developed as a reference document, playbook, or an interactive tool.

After the experience is delivered, Post-Occupancy analysis measures its success and suggests areas for improvement. The process involves data analysis and/or user engagement.