Services

User-centred design

People are at the heart of any successful delivery. They could be citizens using a public digital service, or managers of business systems and tech infrastructure. Putting users at the core of your design process will help ensure success. 

Designing and building services that work for everyone means wider reach, impact and satisfaction. Accessibility is fundamental to the solutions we design and build, and we take an ‘accessible by default’ approach. We will work with you to develop a wide range of solutions across the user journey that achieve your organisational or project goals. The work we do together covers online and offline channels, as well as front and back-end processes. 

Our user-centred design consultants specialise in user research, service design, interaction/user interface design and content design. We advocate planet-centred design principles to ensure we’re designing with a sustainable mindset from the start. 

Meeting your design challenges

Our design consultants will optimise the user experience at the same times as meeting your business, policy or legislative requirements.  

We help you to address the challenges you face...

  • Customer adoption and retention

    We'll put customers at the core of the process to ensure they have a great experience using your products and services.  

  • Increased user satisfaction

    Our design experts will improve user satisfaction, even with complex or transactional services that have been perceived negatively in the past. 

  • Enhanced employee productivity

    Taking a human-centred approach, we'll help boost productivity through improved businesses processes and systems, taking a holistic approach.  

  • Reduced failure demand

    Designing with users in mind will reduce the need for customer support. It will also mitigate workarounds and reduce complaints. 

     

User-centred design – our specialisms

Opencast’s design consultants specialise across four core user-centred design disciplines.

Empathetic and inquisitive listeners, our user researchers act as the voice of the user. They combine qualitative research and quantitative data to understand what your users need. They will understand their journey and their pain points. And they will use inclusive design to understand people with accessibility needs. 

 

Strategic problem solvers, our service designers understand the full user journey. They will balance your user and business needs. They'll understand policy and legislative requirements. And they'll consider offline and online, front-end and back-end journeys to optimise the user experience. 

 

Creative professionals with an eye for detail, our interaction/UI designers will help you understand how your users interact with a service. They will design interactive elements and user interfaces for smooth and intuitive interactions. And they will create prototypes and define UI patterns to optimise the user experience. 

Expert linguists, our content designers will focus on clear, concise and compelling communication. They design content for all stages of the user journey, from emails to web content to letters and phone scripts. And they will define accessible prototypes and patterns. 

We bring expertise and experience in accessibility and inclusive design, as well as  GOV.UK service standards. We ensure that systems comply with standards and planet-centred design principles. 

Industry standards and tools

Our consultants design services and products that offer a complete end-to-end journey, covering online and offline channels, as well as front and back-end processes. We work with you to design solutions that meet your business goals, address user needs and improve customer experience.  

At Opencast, our consultants have wide experience in industry design standards, guidelines, systems and patterns (eg GDS, NHS). We work to WCAG AA 2.2 standards for accessibility and use collaboration and design tools, including the government prototyping kit, Miro, Mural and Figma. 

Case studies

Where we’ve made it work

Circle portrait photograph of woman with pink hair in bun.

Our other services

  • Architecture

    Aligning business and technology strategies to adapt, optimise and deliver your goals. 

  • Data

    Empowering you to make data driven decisions while remaining secure and compliant. 

  • Engineering

    Bringing your ideas to life with expertly crafted digital and technology solutions. 

  • Product delivery

    Ensuring you deliver the right projects on time and to the highest quality. 

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