User Research

It's imperative to understand your customers, in fact it's the only way to reliably build delightful products and services that customers will want and trust.


From international ethnography and journey shadowing, to lab based customer testing and surveys, MHC has huge experience owning user research end to end, to understand the customer problem, in any context, for all users, and evaluate solutions.

Service Design

Collaborating with business to understand pains, unmet needs and potential opportunities is a key catalyst for transformative business change and integral to creating aligned, high performing teams - we need to make more of the insight and data we have to drive evidence based decisions.

MHC is adept at collaborating with the client's multi-disciplinary teams and third parties to map 'as-is' and 'to-be' services - helping to simplify complex back of stage processes and positively transforming customer interactions to architect simple, intuitive and engaging experiences. 

Design vision & strategy

Every organisation must have a coherant vision and design strategy integrating a customer-centred way of working with business objectives to increase positive customer outcomes and business return on investment. 


As an experienced practitioner and strategist at the highest levels, Mark has previously developed Research, Innovation and Design strategies within small specialist departments, large complex organisations and for specific products and services.

Capability & culture - education, & design scaling

Creating, maturing and scaling in house customer focussed practices. Developing team purpose, method and frameworks, engagement and operating models, and a strong learning culture.


MHC has demonstrable experience in establishing and maturing human-centred design disciplines  - Research, Service Design, Innovation and Foresight -  and building sustainable 'design thinking' mindsets.

Mark is also an experienced trainer and runs facilitated intensive User Research and Design Thinking training courses. Please get in touch to learn more.

SERVICES:  Research & Insight | Service Design | Human Factors | Design Culture | Design Thinking Coach & Trainer | Inclusive Design | Foresight & Innovation | Strategy | Building and Scaling Internal Capabilities  

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Design Council