What we do varies with every client. Some need a full project management service, others simply consultation and advice. Some want us to work in-house, others are happy to use us as an extension of their team. There are no hard and fast rules.

We’ve worked with some of the UK’s largest companies. We’ve worked with smaller clients and organisations, delivering projects for retail, property and construction firms. The scope and scale of each project depends on the client’s needs. So how we work with you is your choice.

You can see a few of our recent projects below. If you would like to find out more about the range of projects we have delivered please contact us. 

  Project details:  Development and implementation of first-to-market self-service account opening system   Scale:  338 branches across the UK  Barclays wanted to make it easier for people to open new accounts. They recognised that customers and potential customers wanted an improvement on the sometimes lengthy and complicated standard procedure. So they asked us to come up and implement a simple, efficient, in-branch system.  Our role was to manage the entire process, from designing the system and the user experience to manufacture, installation and going live. We had to get it right. As the first step in a potentially long-term relationship, the process had to create customer satisfaction from the get-go. At the same time, as an entirely new service in the banking sector, it had to be easy to understand and use.   Working with various stakeholders, including digital banking executives, branch designers and branch managers, design company representatives and the IT team, we developed a first-to-market digital kit allowing customers to open new accounts in branch. It removed the need for the appointments and paperwork usually associated with that process. Customers could simply walk in, open their account, then get on with their day.   To make sure people were comfortable doing that, we designed individual seated pods with dividers to ensure privacy. Customers use a simple and familiar touch-screen tablet set into the desk to enter their information. The whole system is designed to be safe, so it times out if customers forget to log off or if suspicious information is being entered. It’s also flexible, so it can easily adapt as new technologies become available or if branches are being redesigned.  As well as managing the design and implementation of the system, we ran all branch communications and provided a helpline for staff learning how it worked. We also inspected and signed off every element of implementation, along with a team specifically put together to link with us and provide staff training.   The system is now up and running in 338 Barclays branches across the UK, and the client is already looking into additional options and apps they can offer their customers. We look forward to helping them do so.

Project details: Development and implementation of first-to-market self-service account opening system

Scale: 338 branches across the UK

Barclays wanted to make it easier for people to open new accounts. They recognised that customers and potential customers wanted an improvement on the sometimes lengthy and complicated standard procedure. So they asked us to come up and implement a simple, efficient, in-branch system.

Our role was to manage the entire process, from designing the system and the user experience to manufacture, installation and going live. We had to get it right. As the first step in a potentially long-term relationship, the process had to create customer satisfaction from the get-go. At the same time, as an entirely new service in the banking sector, it had to be easy to understand and use. 

Working with various stakeholders, including digital banking executives, branch designers and branch managers, design company representatives and the IT team, we developed a first-to-market digital kit allowing customers to open new accounts in branch. It removed the need for the appointments and paperwork usually associated with that process. Customers could simply walk in, open their account, then get on with their day. 

To make sure people were comfortable doing that, we designed individual seated pods with dividers to ensure privacy. Customers use a simple and familiar touch-screen tablet set into the desk to enter their information. The whole system is designed to be safe, so it times out if customers forget to log off or if suspicious information is being entered. It’s also flexible, so it can easily adapt as new technologies become available or if branches are being redesigned.

As well as managing the design and implementation of the system, we ran all branch communications and provided a helpline for staff learning how it worked. We also inspected and signed off every element of implementation, along with a team specifically put together to link with us and provide staff training. 

The system is now up and running in 338 Barclays branches across the UK, and the client is already looking into additional options and apps they can offer their customers. We look forward to helping them do so.

Project: McDonalds Experience of the Future

Scale: 110 stores across the UK

What do McDonalds customers want? Apart from food, they’re looking for simplicity, ease and convenience. McDonalds realised their customers weren’t necessarily getting those things, and set out to improve the customer experience and build a stronger customer base.

They asked us to help design and implement a ‘McDonalds Experience For the Future’ across the UK. That meant simpler ways to order, faster turnaround and improved customer environment. It also meant breaking into the digital world, a relatively new venture for the company. 

McDonalds wanted to bring in new technologies, like digital kiosks for ordering food and WiFi connected tablets co customers can browse the web, play games or connect to social media while in store. That’s not only new to McDonalds, it’s new to the entire sector. 

Working closely with stakeholders including franchisees, employees, architects, the operations team, contractors, HSE and planning advisors, we helped to design the improved store environments, and manage implementation of the new design in each individual store. We offered support during installation, and helped to make sure consistent quality in each one.

Customers were immediately at ease with the idea, and understood how it affected them and the options they had in-store. McDonalds now has a sustainable plan to improve kitchen capacity and capability, as well as quality, speed, efficiency, simplicity and environment for customers. 

The system is already in place in around half of McDonalds UK franchises, and it’s having a very positive impact. Restaurants have seen 4% growth in drive-thru custom, and 8% in store. In the last 12 months, they’ve had one billion customers visits – that’s more than Starbucks, Costa and Burger King combined. And it’s serving 50m more customers than two years ago. 

We’re excited to be part of this ongoing project, and look forward to continuing to work with McDonalds as they implement their plans for a strong future.