12 Practice Spaces
Customer value propositions
Switch on value* for customers though insight-led design ideas that switch up the value of customers. We offer insights, tools and processes that enhance customer value propositions, relationship and experienced value. We improve designs using breakthrough understanding of customer experience and behaviour.
Creative coherence: Brand expression
The requirement for integration, alignment and quality of brand experience is universally agreed and sometimes achieved. We are world leaders in identity fulfilment. Our insights and methods have increased the value of scores of major brands. You will gain insights into the fundamental expression of your brand and improve practice.
Co-create strategic futures and how to get there, smoothly. The integration of purpose across stakeholders and enterprise for envisioned futures is hard to do! But enterprise cannot live without it! Our clients move to more fruitful futures through the continuous sustainable realisation of potential. By understanding “the Go” of the enterprise*, you dissolve obstructions to flow while steering towards good outcomes.
High Trust Thriving in Complex Conditions
The turbulent complexity of modern markets means continuous high risk. Yet survival requires far more dynamic responses, seemingly increasing ‘risky’ localized decision-making. Truth is, the alternative is more risky. Our Smoothing* services help design and bring about high trust environments alongside effective risk-responsive mechanisms.
Service Science & Soul
Service Science* is the new service dominant logic that supports rich value ecosystems flowing towards co-creation of value. Using biomimicry and self-organising methods, we design or shift enterprises so that they organically pattern on the service/value principle* at all levels of detail. They flex, they flow, and they are loved.
Virtuoso Identity Fulfilment
The Virtuoso toolset expands understanding and practice in the fields of whole brand, culture and business model. It integrates functions, aligns the firm and guides policy/strategy and decisioning. Dissolve cynicism. Generate healthy ambitious futures. It is well grounded in science and passionately exciting to practice.
Fixed strategy is instantly out of date. Adaptive dynamic capability enables intelligent morphing and dynamic rebalancing with the flux and disruptions of the market. Cybernetics* and other tools help us reproduce how living systems do this. Uniquely You generates differentiated value strategies. Smoothing eases alignment towards envisaged futures. Switching on enhances strategic innovation. Your Go patterns* flex in response.
Potential & People
Nourishing Potential and People
Too many reports show organisations as stodgy soulless places where people do not thrive or give good service. That is painful, and unnecessary. Our methods reveal latent potential across the firm. They help you design and facilitate learning enterprises that bubble with creativity and profit. People, teams and brand grow. And collaboration becomes both more diverse and coherent.
Idealized Design & VSM Structuring
Great companies do not happen by accident. They evolve through wise stimuli and good ideas. But most organisations are a mess of fixes with inflexible structures. There are better options. Our design toolkit uses pattern language* (like Alexander), the viable system model* (Beer), idealized design* processes (Ackoff) and Goethean morphology* for decision and process structures that reduce risk, increase life and serve all stakeholders.
Financial leverage & Light Touch change
Leverage the leverage in the firm. Enterprises must be successful with money, which means dynamic balance of scarce but significant resources. They must work with potential, culture and brand, in market context, and managing risk. Our steering systems and light touch designs pattern across the enterprise for intended outcomes.
Risk Resilient Flow
The judicious use of measurement lies in firm- and situation-specific signals that inform timely action effortlessly. Good designs provide stigmergic* guides for self-actualising* steering, so people naturally adjust their behaviour for good results and risk avoidance. This is actually so common we often do not even notice it. Compare this with the crass compensations and performance measures that frequently dampen performance.
Design Thinking, Innovation & Customer Journeys
In this service space, we have been design leaders for over 25 years. Radically clarify and innovate to improve the architecture, coherence and design of offerings. Ensure integrated service & on-brand experience. Apply empathic creative, and digitally savvy, processes to design integrated, customized, omnichannel systems of service and relationship. Improve information flows across the enterprise to stay customer-focused.
Thomson Holidays: Changing the strategic identity for customer loyalty
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In 2010, IBM asked us to provide a comprehensive review of the global scalability of the IBM Brand System and the planned approach to engage 400,000+ IBMers around the world. This case study explores not only what happened but some
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UNICEF is the world’s leading organisation for children’s rights and development. Across the world, they have a global authority to influence government and other decision-makers, and a richness of partners at grass roots level that enables them to turn plans
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WorldFirst is an international, award- winning, foreign exchange business, providing international currency transfers for businesses and individuals.
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Reframing Leadership Programme DetailsDownload (810 kB)
Leaders Edge: Virtuous Coherence.
Chreods and fitness landscapes as a thinking tool for organisation design.Download (790 kB)