* image above: courtesy of EY-Seren

Our Work:

The harp-E comes as a flat-pack and (just like an IKEA piece) the only thing needed for assembly is a hex key and assembly manual

* imagery: courtesy of de Volkskrant and Stichting het Leerorkest

* imagery: courtesy of N.S.M. SpA

The Delta C is manufactured in Italy and distributed worldwide by our partner Salvi Harps - an amazing family-owned business and the world’s largest and most renown harp manufacturer. Launched April 2021 - further information: www.delta-harp.com

How do you help a global telecommunications company to move from rock bottom customer satisfaction to becoming future proof?

After an initial acquisition spree, this global connectivity and entertainment provider realised that customers were very unhappy. Tackling this required putting customer experience foundations at the basis of the organisation across all markets. 

// contextual customer research // quant research // journey + personas + measurement frameworks // constant customer and stakeholder co-creation // evidence based prioritisation // journey design // Return on CX Investment modelling // CX design sprints //

* imagery: courtesy of EY-Seren, project done at EY-Seren

RESULT: Pan-European adaptive personas framework, aligned and harmonised customer journey management and measurement across the entire Group, proven significant Customer Experience RoI, overall +15 rNPS uplift target achieved.

How do you transform an inert ministry?

After facing some of the most serious public health challenges in the region’s recent history, this Minister of Health realised his Executive Office needed an entirely new operating model and infrastructure of people, policies, procedures and digital tools and platforms.
This required a fast and iterative service design approach:

// contextual colleague and citizen research // ongoing co-design & iteration // Target Operating Model design // organisation design // change management // rapid service prototyping and testing // detailed policy & standard operating procedure design // UX design //

* imagery: courtesy of Seren Design, project done at Seren Design

RESULT: co-created and validated new operating model, complete with PSOPs (the nuts and bolts of Policies & Standard Operating Procedures), job descriptions and state-of-the-art digital tools to enable the Ministry to adequately respond to imminent health challenges (e.g. corona virus outbreak, ebola threat), to encourage staff to take responsibility, to transform citizen involvement, to establish more effective time management for the Minister and his staff, and higher policy & procedure adherence.

How do you revolutionarize the ancient world of harps?

Harps are uncool and for dreamy females in long dresses, right? It’s been like that since Marie Antoinette and the like.
They’re unwieldy, impossible to transport or amplify and frankly just look a bit naf on stage.
We abandoned this status quo and created a new place in the world for the harp.

// customer research // proposition design // prototyping & testing // electronics + mechanics + materials + acoustics engineering // CAD design // design for manufacture // batch production // brand + digital design & build // business design // comms strategy // design and manufacturing of various accessories (carrier bag, hard case, flight case, various stands).

Media coverage by various global TV broadcast, music and design magazines.
Awarded the prestigious Red Dot product design award and the delta harp was played centre stage at the FIFA world cup opening ceremony. Partnered with the largest harp manufacturer in the world to upscale global production and distribution.

* imagery: various contributors, please contact if you’d like your name mentioned

and more: