Our Services

Your partner in change and transformation.

From idea to implementation

We support organizations at every stage of the innovation journey. Whether you're just getting started, delivering programs, or pushing forward with advanced capabilities, we can partner with you.

  • By focusing on the intersection of innovation, digital and customer experience, we help you navigate the challenges of change with empathy, kindness and collaboration.

  • In this scenario, we act as long term partners sharing our expertise, templates and tools based on years of experience gained across a wide range of projects and industries.

    Let us take on the responsibility of managing your people, knowledge and systems, so your organization can focus on the core business.

  • We can augment your team to start, deliver or transform any of the following programs or initiatives within your organization:

    • Innovation

    • Customer Experience

    • Digital Transformation

    • User Experience

    • Service Design

Every engagement starts with listen.

Trust is the cornerstone of our approach. We know that long-term success and partnerships requires more than just expertise; it demands a foundation of mutual respect and understanding so we approach every engagement or service with empathy, openness and a desire to learn.

Areas of expertise

Customer
Experience

We assess every touchpoint and interaction, making sense of how disconnected processes, policies, and departments impact the people you serve. Rather than beginning with internal systems and structures, we start with the lived experiences of users and work backwards to design services and strategies that exceed their needs and expectations.

  • Together, we map the end-to-end experience across every touchpoint to understand what matters to people, where barriers exist, and where the service breaks down.

  • We co-create and test solutions with those closest to the challenge, including service users, caregivers, frontline staff, and administrative teams, ensuring that new ideas are both practical and grounded in real needs, behaviours, and everyday realities.

  • We assess your organization’s current customer experience capabilities to define a clear path forward. This includes aligning cross-functional teams around shared goals and building the internal capacity to work in more integrated ways.

  • We equip teams with the tools, behaviours, and support to make decisions that keep customer needs at the centre. This ensures future policies, programs, and services are designed across silos, systems, and roles.

Digital
Transformation

Digital isn’t just about technology. It’s about how people experience support and essential services in their lives. In healthcare, government, and non-profits, where the stakes are high and services are deeply human, the success of digital adoption can mean the difference between someone receiving care or falling through the cracks.

  • Clarify what digital means for your organization by anchoring it in the lived experiences of users, the daily realities of staff, and the outcomes your service is designed to achieve.

  • Engage patients, caregivers, frontline workers, and stakeholders to co-create digital tools that people can and will use, especially when it matters most.

  • Prototype and test early to reduce risk, improve usability, and ensure digital solutions reflect how people actually behave, not just how systems expect them to.

  • Map how digital experiences interact with people, policies, and infrastructure to ensure they fit seamlessly into your broader service model and are ready to scale responsibly.

Physical
Spaces

See the full picture of a space including how it supports the people who use it, how it enables those who work within it, and how it reflects the values and purpose of your organization. We work closely with our clients and their partners to design environments that are inclusive, functional, and shaped by everyday experiences.

  • Explore how people move through, interact with, and feel in a space to uncover friction points, emotional cues, and opportunities to make things better.

  • Engage the people who use and deliver services to design spaces that reflect real needs and promote dignity, ease, and connection.

  • Test spatial concepts and layout ideas early to give teams and users a chance to shape the experience before it is built.

  • Bring together physical, digital, and operational elements into a cohesive environment that supports service delivery, employee wellbeing, and a sense of belonging.

People
& Culture

Whether you're working to become more customer-focused, strengthen your culture of innovation, or navigate complex change, we help teams build the confidence, tools, and mindsets needed to deliver meaningful experiences across frontline interactions and back office operations.

  • Assess your current state to understand what is needed to grow your capabilities in customer experience, innovation culture, and service delivery.

  • Facilitate alignment among leadership around a shared vision for transformation that is rooted in human-centered principles and the realities of your organization.

  • Build the skills, shared language, and confidence that teams and leaders need to lead innovation, improve customer experience, and work in new ways.

  • Reinforce new behaviours and values through intentional structures, clear measurement, and ongoing support that helps change take hold.

Reimagining health for everyone.

We designed a living strategy with senior leaders from the Cumming School of Medicine by engaging more than 2,500 stakeholders.