Bringing business and customers closer
Knowing what moves your customer—how they think, feel, and behave—is the key to improving their experience, and your business. We’ve made it our business to understand the needs of many kinds of customers, with a special focus on industries like insurance, where the customer experience must evolve quickly to meet growing expectations.
Covid-19 & the Small Business Owner: Inside the experience of small business owners in the time of Covid
Small businesses have been among the hardest hit by the fallout from the pandemic. Learn how they are grappling with the pandemic's new normal.
Placing people at the heart of the process
We believe that great design and innovation starts with understanding real-life, human problems. It’s a principle that guides every aspect of the work we do—designing to serve the people at the heart of your business: your customers, your employees, your team.
Customer Research & Insights
Understand your customer, your opportunity
Turn opportunity into strategy
Product & Service Design
Design experiences that move people to action
Design Education & Thinking
Share new tools and mindsets with your team
What we've been up to
We spoke with small business owners to gain deeper insight into their experience with Covid-19
Vulnerable and overexposed to risk, gig workers have been disproportionately impacted by the Covid-19 pandemic.
March 30, 2020
Community in the Age of Social Distancing
Our research has shown that people yearn to feel more connected to their communities but don’t know how. Will Coronavirus change that?