Real progress is measured by the positive changes achieved, not just the work produced. Our approach is completely focused on delivering meaningful, long-lasting results that genuinely improve experiences for the people we serve.

At the start of any engagement, we work closely with our clients to understand their specific needs, challenges and the outcomes they need to achieve. We collaboratively define ways to measure the impact of the work and ensure these are aligned with organisational goals.

Example metrics we may use include data around the number of people signing up or supported by a new service, the number of people completing a particular process as well as service satisfaction scores. Qualitative research enables us to dig deeper into any metrics and find the why behind the what.

When we are designing any outputs we start by agreeing how they will be used. They must be useful: what does this piece of insight mean, how can it shift the dial? Who is going to be working with this service map, how can we ensure it meets their needs?

How will the outputs help you make informed decisions to improve experiences for staff as well as people using services? We know that outputs are typically just a step in a change process, albeit an important one.

We work with our clients to help them, measure and track service performance beyond any initial engagement. This means we iteratively help improve service experiences over time.

We do this work to have long-term impact and create impactful, sustainable, and scalable services.

Some examples:

• NHS Gloucestershire - prioritising outcome over solution meant we were able to change direction from creating a dashboard for young people seeking mental health support, to creating a support finder that also worked by SMS. Result: reaching over 10,000 users in year one.
• NHS 111 - co-design of call handling during the pandemic led to a pilot that resulted in a 70% reduction in urgent care visits.
• Scope - a focus on user needs throughout their transformation process from 2017-2023 led to 6.8 million visits to online advice and support pages, 8.7 million visits to the online community and 4,030 people receiving tailored employment advice through Support to Work.