Design services

We engage communities and design better services.

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Good service experiences don't just happen, they need to be designed. We help organisations design services that address social challenges and improve the way people live and work.

Our design team are experienced in user research, communications and community engagement. We use service design methods to explore problems, understand needs and identify opportunities for service improvements and innovation.


User research

Our design process puts the service user first. We can help you:

  • Gather insight and map customer experiences.
  • Explore issues from different perspectives.
  • Think about problems differently.

“Made Open helped us to 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."

Amanda Pujol, Business Manager, Teignbridge Council Housing


Stakeholder engagement

We can help you engage stakeholders and encourage people to share their insights, opinions and ideas. Our methods will help you:

  • Discover issues that often go unmentioned.
  • Understand user experiences and 'pain points'.
  • Encourage people to share their experiences, goals and ideas for change.

“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."

Will Roberts, Innovation Manager, RNLI


Service prototyping

We can help you move ideas from concept towards a detailed view of the customer experience. Working in an agile way, we can help you:

  • Prototype new ideas with end users.
  • Build and test solutions that meet people's needs.
  • Create service blueprints.

“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 disabilities 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."

Phil Gibson, Project Manager, Camphill Village Trust


Design and Communications

We can design and deliver a range of communication services to suit the needs and budgets of your organisation. Specifically we can help you:

  • Create campaigns to engage customers and target groups.
  • Engage communities via creative outreach methods.
  • Build an active audience via social media channels.
  • Explain complex information simply.

"Made Open have great ideas, are ethically minded and can really help people move complex ideas forward by engaging people using creative and enjoyable tools and approaches".

Matthew Gatehouse. Head of Policy and Governance at Monmouthshire County Council.


Digital media

We can help you create truly customer-centric services and communications through digital media.

  • Design and deliver new online services.
  • Engage audiences through film and social media.
  • Create visual narratives that bring stories to life.

“The Made Open team have always been attentive and listened to our ideas. They have helped us to find approaches that improve quality and efficiency of delivering the service. They have helped us to develop a website that has been widely highly regarded for look and content."

Lee Davies, Age UK Cornwall & Isles of Scilly


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