WHAT WE DO
And how we turn ideas into results
At Business Design Lab, we help organisations understand what is really happening in their business and design practical ways to move forward.
We do this by combining research, strategy, and design. First, we look closely at people, behaviour, and context. Then we turn those insights into clear direction, well-designed services, and systems that teams can actually use. Finally, we help build the skills and structures needed to keep improving over time.
Our services are organised into five connected pillars, each supporting a different step in this process - from making sense of the current situation to ensuring change lasts.
Start with a clear capture of what is, to make way for what can be
We start by mapping what’s real (customers, operations, decisions, handoffs), then we test assumptions and identify where value is created and where it leaks. From there, we design focused interventions with clear owners and next steps, so progress feels calm and measurable, not chaotic or performative.
Small companies lab
Led by passion, often missing structure, clarity and direction.
Hotel lab
Expanded mystery stay, recognizing full potential of your property.
Restaurant lab
Mystery dine with context. Important inputs, mystery dine and implementable outputs.
Healthcare lab
Mystery visit, shadowing patients journey, with broader context for better output.
You get: clear insight into what’s working, what’s not, and where the biggest potential lies.
Research & Insight
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Understand what drives people, markets, and decisions.
Before we design anything, we explore everything that matters: customer needs, market shifts, and behavioural patterns.
We use a mix of qualitative interviews, data analysis, and cultural scanning to find the signals that lead to smart decisions.
Customer and stakeholder interviews
Structured conversations that reveal what people truly need, expect, and struggle with
Journey maps and personas
Visual stories that show how different people move through your service and where their experience breaks or shines.
Behavioural and trend analysis
Evidence-based read of patterns, motivations, and emerging shifts that shape how your market is changing.
Competitive and ecosystem mapping
A clear picture of who plays in your space, how they position themselves, and where the gaps or openings are.
Opportunity framing workshops
Focused sessions that turn scattered signals into sharp, shared priorities for your team.
You get: understanding of broader context of your industry, business and your cusomers
Strategy
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Strategy
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Define where to play — and how to win.
We help you turn insight into direction. Through structured collaboration and business design tools, we define your value propositions, positioning, and future opportunities — always grounded in evidence, never guesswork.
Value proposition design
Define the real value you offer, for whom, and why it matters more than the alternatives.
Market positioning and narrative
Shape the story and stance that set you apart and make your offer instantly understandable.
Business model design and validation
Build and stress-test the logic of how your business creates, delivers, and captures value.
Portfolio and growth mapping
See your products, services, and opportunities as a coherent system with clear paths for expansion.
Experiment design and testing
Test assumptions quickly and cheaply to learn what works before committing resources.
You get: a clear strategy for growth — practical, data-backed, and easy to act on.
Service Design
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Design services and experiences that actually work.
We translate strategy into real experiences — designing how your service looks, feels, and operates across every touchpoint.
We prototype early, test fast, and deliver detailed blueprints that make implementation straightforward.
Future-state service blueprints
A clear map of how your improved service will work across people, processes, and touchpoints.
Experience prototyping and testing
Early, low-risk trials that show what the service feels like in reality and what needs refining.
Pilot design and measurement
A structured plan for running real-world pilots and knowing what success looks like.
Touchpoint design and process detailing
Practical definitions of every interaction and workflow so teams know exactly how to deliver the experience.
You get: tangible concepts ready to pilot — with clear roles, flows, and KPIs that guide delivery..
Growth
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Growth
Build systems that make change last.
Innovation means little if it doesn’t stick.
We help organisations scale new ideas, redesign internal structures, and align teams around growth — so the system works as well as the service.
Operating model and governance design
Define how your organisation makes decisions, collaborates, and delivers — with clarity on roles, routines, and accountability.
Growth portfolio and prioritisation frameworks
Create a structured way to choose what to invest in, what to park, and what will drive the greatest impact.
Change narrative and communication design
Craft the story and messaging that help people understand, adopt, and champion the change.
KPI and performance dashboards
Build simple, evidence-based tracking systems that show progress, highlight risks, and guide action.
You get: an organisation equipped to evolve — with clear decision loops, ownership, and measurable results.
Capability
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Equip your team to keep innovating.
True transformation happens when teams can design, test, and improve on their own.
We build that capability through training, coaching, and practical tools that make design thinking part of everyday work.
Design thinking workshops
This is the space to introduce the Services section. Briefly describe the types of services offered and highlight any special benefits or features.
Embedded coaching and leadership mentoring
Hands-on learning that teaches teams how to frame problems, generate ideas, and test solutions with confidence.
Custom toolkits and playbooks
Ongoing guidance that helps individuals and leaders apply new methods to real work, not just theory.
Ongoing access to trend and insights
Regular updates that keep your team informed, inspired, and ahead of shifts in customer behaviour and the market.