Mace & Menter Agency Member

We are a team of user researchers, UX and service design specialists working with public sector and technology companies to improve the way people experience services.

Member Bio

We are a team of user researchers, UX and service design specialists working with public sector and technology companies to improve the way people experience services. Our goal: better experiences for better lives.

Through research-led discoveries we uncover problems worth solving and use the evidence we gather as a foundation for interaction and service design work.

We focus 100% on research and design which means we regularly partner with in-house development teams or technology suppliers to help design the right system in a way that is easy and efficient for people to use.

Highlights of our work include:

 

User-centred design

User-centred design is fundamental to our work. We involve users throughout the design of a service or system.

There are so many ways a service can unintentionally be made hard to use, confusing or ineffective for the people who need to access it that the chances of getting it right without involving users in the design process are slim to zero. When you consider the number of people accessing public services, you realise that even a small change to the way something works or is communicated, based on user insight, can make a service significantly more usable and useful for hundreds of thousands of people.

User-centred design is essential because it can mean the difference between people using or abandoning a service.

By involving users in the discovery process and throughout the design process we make sure the service is solving the right problems for the organisation and the users. Clear insight into user needs makes it possible to prioritise features and functionality so that budgets can be used effectively. We eliminate the risk of developing complex and expensive functionality that has little value to the users.

Public and commercial services need to work for everyone and testing designs with people with low digital skills or accessibility needs, means we can design services that do this. User centred design means we think about all users, not just people who are confident with technology and have the latest kit.

If you share this mindset, we’d love to connect or hear about some of the challenges you face: hello@macementer.com.

Articles from Mace & Menter

Enhancing a discovery phase with sacrificial design concepts

Remote discovery for public digital services

The time is now for research-led change