I start
with the people. in the space. with one question.
Then I design the service.

I observe how a place works today and talk to the people who run it. Then I map it, as journeys, blueprints and zones, and test concepts with the people who will use them. At CiLAB, staff tried three prototypes on real tasks.

Observe first

Workflows, interviews and site visits before any concept.

Map the whole system

Visitors, staff, space and tools in one blueprint.

Test with real users

Prototypes tried by the people who will run them.