Service design & innovation, UX strategy, user research, usability testing

About Us

The UK’s leading Service Design & UX consultancy since 1999. We are psychologists, researchers, interaction designers, usability experts and customer experience specialists. Our work covers web, software, mobile, print, apps, and more.

We’re looking for a talented UX consultant to join our team in London.

Find out more.

Some of our services ›

We help our clients deliver positive, profitable and superior experiences – online and off – by applying user-centred design (UCD) methods alongside a framework for incorporating usability and persuasive and emotional design.

UX Strategy and Planning

Create an evidence-based UX strategy for your products/services.

Get a consensus on your value proposition, validate and improve it, discover “what good looks like”, and plan the way forward.

Customer / User Research

To deliver excellent experiences, you need to understand your customers. This can only be done through research.

We conduct effective user/customer research to uncover the true behaviours of your customer base – delivering insights you can act on.

Experience and Service Design

A full set of UCD services to take you from initial concept all the way to launch. This includes customer research, modelling, information architecture, interaction design and prototyping – with integrated customer testing at each stage.

UX / Usability Testing

A focus on evidence, not opinions.

We test real people, while they perform real tasks. We observe what they actually do, then we analyse the results (the evidence) and make actionable recommendations.

UX Consultancy

The work we do is always objective, informed and actionable.

Our expert consultancy services include usability/UX evaluations, persuasion and emotion evaluations, design thinking, competitor benchmarking and accessibility audits.

Supporting Your UX Team

We can also provide your team with support throughout a UX-focused project. We can do this through UX training, research studio hire and participant recruitment, lab-builds and mentoring.


Bunnyfoot drew on their in-depth knowledge of customers within our sector to challenge us with better solutions. Their style mirrors our own: can do, delivery-focused and not a Frappuccino in sight!

James Millet, Head of Digital



rise in mobile traffic and 43% rise in tablet traffic



increase in conversions during the online booking process


4.73 billion

pageviews for the official London 2012 Olympic site



increase in conversions on the landing page and 15% increase in conversions through the donation form


We want to thank Bunnyfoot for the subtitle research. It was really coherent, has generated a lot of interest and provided teams with the start of some solid research from which to start incrementally improving how we deliver subtitles within our Media Player.

Henry Swan, Senior Accessibility Specialist

Some of Our people

Aimée Windsor Brown

Aimée is experienced in a variety of user centred design techniques including heuristic analysis, depth interviews, usability testing, creating IAs, wireframing and prototyping. She is passionate about immersing herself in and understanding each client’s world, and working collaboratively to create solutions that meet the needs of businesses and their users.

More about Aimée

Mhairi Robertson


Puts maple syrup on everything (and other Canadian stereotypes)


Cathy Carr

Senior Consultant

Running for cupcakes...


Dr Pete Underwood

Senior Consultant

Loves music, dogs and vintage Port...


Dr Rebecca Gill


Grows prize-winning veg and loves diving, zoology and travelling...


Latest blog posts

Do you know what your customers need?

15th January 2020 - Be the first to comment on this post

You may well have heard the famous quote from Henry Ford after he’d invented the revolutionary Model T car: ‘If I’d asked customers… Read more »

Offboarding: What It Means and Why It Matters

13th January 2020 - Be the first to comment on this post

In November I attended a workshop at the UX Live conference called “How to End…,” The workshop covered many interesting topics around endings… Read more »

Are we falling for our tech?

4th December 2019 - Be the first to comment on this post

Is there a growing familiarity with our tech and not in the platonic sort of way? Having meaningful relationships and feeling a connection… Read more »

More blog posts

Read enough? Get in touch…

Contact Paul Wallis to discuss your needs:
0207 608 1670

Or, come and visit us! We have offices in Oxford, Sheffield and London.

Full contact and location details