We help organisations design services that address social challenges.
Click here to learn more about our service design methods and tools.
Our design process puts the service user first – we focus on what customers need, rather than what might be easiest for the service provider. We have a unique ability to empathise with people, which helps us gain a deep understanding of customer experiences.
Our user research methods include ethnography, conversations, surveys, customer journey mapping, focus groups and data analysis.
We use a variety of creative methods to engage communities and encourage people to share insights, opinions and ideas for change.
We can help you create physical and digital ‘touch points’ to begin conversations and capture insights from your community.
Customer journey mapping
Customer journey maps can help you see services and experiences from your customer’s perspective. We use them to understand customer ‘pain points’ and identify opportunities for improvements.
Our service blueprints go deeper than a customer journey map. They look at all the interactions – both physical and digital that support the customer interactions
User experience design
We use insight to drive decision-making. By combining an understanding of service user needs with digital skills, we can help you create online experiences that meet people’s needs and increase service efficiency.
Collaboration is an important aspect of any service design process. We can help you identify and engage stakeholders and facilitate co-design workshops with customer and subject matter experts.
Co-design workshops are often used to move ideas from concept towards a detailed view of the customer experience. By including service users and customers in design workshops, we can help you create a truly customer-centric product or service.
We create service prototypes to engage audiences and test new service concepts. Our design and communication skills include user journey mapping, service prototyping, infographics, campaigns and service blueprinting.
System change design
We provide strategic direction to help organisations make sense of complex challenges and plan for change across a whole system. So, whether you are looking to implement a new service, or transform a whole system of services; we can help you to successfully balance your organisation’s needs with the needs of your partners and service users.
Innovation Manager, RNLI
“In working with Made Open, we have developed momentum with a fantastic network of talent that represents a great foundation for the next phase of the Design Out Drowning programme. A big high five to the team for helping us get moving on this – we’ve positively challenged each other throughout and I think we’ve learnt a great deal as a result.”
Business Manager, Teignbridge Council Housing
“With insufficient finances to meet the growing demand for housing services and adaptations, we wanted to explore new innovative approaches to make homes safer for the elderly.Made Open helped us understand the experiences of older people who had fallen. They prototyped a number of new service concepts and did a great job of engaging stakeholders and the wider community in the design process.”
Project Manager, Camphill Village Trust
“It was important that our App was co-produced with the people who would be using it. From the very first day, Made Open worked alongside the adults with learning difficulties to ensure the App met their needs. They involved the Got IT team in the design and development of CVT Connect right the way through”
Made Open is an accredited Bloom supplier. That means any member or associate member of NEPRO may request a proposal or call off our services through the Nepro solution for organisational change management, service transformation, marketing, media, communications and technology.
G Cloud 9
We are a supplier to the Crown Commercial Service (CSS). The G-Cloud 9 framework agreement with CSS supports the Government’s policy to centrally manage the procurement of common good and services through an integrated commercial function at the heart of government.
We are proud to be part a framework agreement for the Cooperative Council’s Innovation Network (CCIN) – a collaboration between 22 local authorities committed to meeting unprecedented challenges facing the public sector and local communities.