Our approach

Our methods are designed to deliver results, so no matter how complex or unique your project is, we will achieve the best possible outcomes.

We are experts

We are digital transformation experts with specialisms in customer journey optimisation, artificial intelligence, and automation. We have experience working with highly regulated markets and with organisations that provide complex professional services to their customers. This includes ombudsmen, nationwide dispute resolution services, the public sector and blue chip organisations.

User centred design is key to our processes

User centred design (UCD) is a process and set of tools used to create a service that focuses on what users need first. It then balances this with technical and business requirements. We follow a clearly defined process which incorporated five key steps.

1 / 5

Under­stand the user and con­text of use 

We use a range of meth­ods to research and observe your activ­i­ties before care­ful­ly analysing them. We gain a clear pic­ture of the peo­ple we are design­ing for, as well as their goals, skills, and attitudes. 

UCD tools such as ecosys­tem maps, user per­sonas and stake­hold­er pro­files help us to under­stand your busi­ness and the bar­ri­ers your users face. 

2 / 5

Spec­i­fy user and busi­ness requirements

We’ll then list your busi­ness require­ments and care­ful­ly align them with user needs. This can be chal­leng­ing, as it quite often uncov­ers con­flict­ing goals.

Our team will define the prob­lems you’re look­ing to solve and estab­lish what a suc­cess­ful solu­tion to those prob­lems would be for both your organ­i­sa­tion and those who use your services.

3 / 5

Cre­ate poten­tial solutions

At this point in the process, we have gath­ered a great deal of infor­ma­tion and have a deep under­stand­ing of your busi­ness, which we use to bring your solu­tion to life. 

Help­ful UCD tools and tech­niques here include user flows, wire­frames and pro­to­types, designs for user onboard­ing, infor­ma­tion archi­tec­ture, UX copy­writ­ing and acces­si­bil­i­ty features.

4 / 5

Eval­u­ate effectiveness 

A crit­i­cal step at this stage is to eval­u­ate poten­tial solu­tions to estab­lish if they meet the require­ments which we defined ear­li­er in the UCD process. 

The best way to do this is via usabil­i­ty test­ing with actu­al users, which can include guer­ril­la test­ing, lab usabil­i­ty test­ing, unmod­er­at­ed usabil­i­ty test­ing, con­tex­tu­al inquiry, phone inter­views, card sort­ing and ses­sion recording.

5 / 5


Iter­a­tion is best prac­tice and helps us to ensure the design is always cen­tred on user needs. Here, we take all the infor­ma­tion gath­ered from the first design cycle and use it to inform future design choices. 

This stage also presents an oppor­tu­ni­ty to tweak and fix aspects of the ser­vice that did not work as well as expect­ed and there­fore make impact­ful changes to bet­ter serve users.

Solution development is at the heart of our service

In our experience, clients will often say that they are not quite ready for digital transformation. It can often be a case of not being able to see the wood for the trees, with concerns including the quality of data available, current legacy systems or organisational culture.

"There are other organisational projects in play, so we don’t have the band width to deal with more".

1 / 5

Clients often say: 

  • Our data is not clean
  • We don’t under­stand our cur­rent processes 
  • We don’t know where the prob­lems are
  • We don’t under­stand how to get to the root cause of the cur­rent situation

We can help. Our ser­vice devel­op­ment is flex­i­ble but always focused on adding value.

"There are other organisational projects in play, so we don’t have the band width to deal with more".

2 / 5

In fact, data cleans­ing and anno­ta­tion can hap­pen in par­al­lel with a dig­i­tal trans­for­ma­tion; it’s actu­al­ly prefer­able as it enables the team to man­age chal­lenges as they emerge. 

Changes such as amend­ments in T&Cs between client and cus­tomer, improve­ments in core data at source, evo­lu­tion of data­base strat­e­gy, etc.

"There are other organisational projects in play, so we don’t have the band width to deal with more".

3 / 5

We’ve found that process­es are nev­er ful­ly under­stood until one immers­es one­self in their clients’ activities. 

Whilst high-lev­el analy­sis is impor­tant, often oper­a­tional workarounds are in place that are not cap­tured at the senior man­age­ment level.

"There are other organisational projects in play, so we don’t have the band width to deal with more".

4 / 5

What’s more, root cause analy­sis hap­pens best in real-time dur­ing prime cus­tomer oper­at­ing hours. 

It requires an impar­tial analy­sis of process­es and solu­tions unen­cum­bered by any his­tor­i­cal involve­ment or link to the under­ly­ing activity. 

"There are other organisational projects in play, so we don’t have the band width to deal with more".

5 / 5

By work­ing with Wyser through a dis­cov­ery phase, oth­er projects in play are not inter­rupt­ed or con­strained in any way. Impor­tant­ly, they are part of the over­all analysis. 

This is the ide­al out­come, as the rec­om­men­da­tions define ways to nav­i­gate chal­lenges with solu­tions that incor­po­rate projects that are already in flight. 

Project implementation: making it happen

We understand that organisations are complex, and that is why we take a flexible approach to transformation. When you partner with us, we will work alongside your own technical and user teams and can provide a portion of or all of the transformation.

If your organisation has numerous stakeholders with complex needs, disparate systems that do not integrate well or legacy technology and technical debt, our approach will follow the Government Digital Services (GDS) framework. The core stages of the GDS Framework are:

1 / 3


The Dis­cov­ery stage will usu­al­ly take between two and eight weeks, depend­ing on the scope of your project. Here we’ll define stake­hold­er needs and refine the pro­gramme or project goal.

It’s also at this stage that we deter­mine the via­bil­i­ty of the over­all project and detail the scope of works to be car­ried out in sub­se­quent phases.

2 / 3


At the Alpha stage, we explore poten­tial solu­tions to the prob­lems uncov­ered dur­ing the dis­cov­ery. This will involve build­ing pro­to­types and test­ing dif­fer­ent ideas as well as chal­leng­ing the way things are done presently.

Then, we’ll decide which of the poten­tial solutions/​hypothe­ses will be tak­en into beta.

3 / 3


This stage involves both pri­vate and pub­lic beta. We take the pro­posed solu­tions and start to build and test them. An ele­ment of this will include think­ing about how your ser­vice inte­grates with or starts to replace exist­ing ser­vices. It is an essen­tial step in prepa­ra­tion for going live. 

Begin­ning in pri­vate beta, we invite a lim­it­ed num­ber of peo­ple to use your ser­vice, gath­er­ing feed­back to make improve­ments. When we’ve made amend­ments and are con­fi­dent that we can run it at scale, we move into pub­lic beta; open­ing the ser­vice to all cus­tomers in a con­trolled way pri­or to going live.

Digital transformation

AI & automation

Customer journey optimisation