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

Service
Design

We begin by deeply listening to people - their stories, their struggles and their workarounds. These insights inform holistic journeys across fragmented services and organizational silos to pinpoint where things fall apart, and more importantly, where they can be reimagined and transformed.

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

  • We bring together patients, citizens, caregivers, staff, and leadership to co-create and test solutions that reflect the real-world complexity of delivering and receiving services. By focusing on both customer and employee experience, we help teams uncover the policies, processes, roles, and tools that shape outcomes for everyone involved.

  • We assess your current experience capabilities and maturity to chart a practical path forward - one that aligns cross-functional teams around a shared vision, common language, and clear priorities for design-led change.

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

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.

Systems
Change

We work as strategic and program partners, supporting systems change efforts across government, philanthropy, healthcare, and non-profit sectors. From reimagining funding models to redesigning service ecosystems, we help leaders move from intention to implementation with confidence and care.

  • Understand the lived experiences, assets, and challenges of the communities you serve through inclusive research and participatory design.

  • Align stakeholders - residents, service providers, government, and community leaders around a shared vision for impact grounded in trust, equity, and local insight.

  • Build the skills, relationships, and confidence that community partners and internal teams need to collaborate, share power, and lead change together.

  • Embed co-design principles into policies, programs, and governance structures to sustain momentum, measure what matters, and foster continued community leadership.

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.