A network of experts
We are a specialist agency focusing on customer experience and spatial design.
led by Charles Brindley, we are an SME, based on Bath. Rather than have our own team, we have a network of partners and specialists that we work with. That means working other similar SME’s and some of the larger organisations
This means that we only work on projects where we have the right blend of skills that add value. This means we can successfully compete with established players.
All of our projects use people with a deep knowledge in their field. We don’t palm our clients off with juniors. Each call and every meeting is attended by the relevant experts which means we can act quickly can clearly
We hit deadlines because we have the experts in the room every time.
What our clients say we do
Get to the truth about what customers really want.
Confront entrenched thinking.
Act as ‘fixers’.
Trusted : building collaboration between stakeholders.
Honest and ‘human’ - but are sensitive and measured about how we do it
Focus on the understanding the problem before coming-up with solutions.
Because we’re small, we can be flexible and agile.
Evidence - data led.
Experts : “you’ve actually done it” -which means we can act at pace
What our clients ask us to do
Last 5-8 years
Customer Experience Design and Delivery
Design Management
Process Engineering
Operational Optimisation & Operating Models
What we do
Operational Resilience
Incident Management & Control Rooms
Accessibility
Vision and Strategy : Customer, Design and Operations
Stakeholder Management
Borders and Security
Operational Readiness
Sectors where we operate
Transport
Aviation : Airports and Airlines
Domestic and International Rail
Cycling and Walking
Hubs
Visitor Attractions and Heritage
Healthcare
Research Centres
Events
Multi-Sector Resilience