We’re a user research and design studio

We design better digital products and services.

We’re not a team of yes people. We work with you to understand your users and potential customers to create better digital experiences.

Mark and Jon from Paper working in the Paper studio
Steve, Jon and Mark working on insight from usability testing
Cam from Paper and Sasha from Westfield Health in a Sketching Workshop looking at designs
Jon and Cam looking at a product canvas board


From websites to chat bots and mobile apps, we have the capacity to create, test and get your digital product up and running…

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  • User research for digital transformation

    Freshfields Bruckhaus Deringer

    As one of the largest law magic circle firms in the world, with offices around the globe, the people at Freshfields need to work with each other and their clients across time zones and jurisdictions seamlessly. To this end, Freshfields has started a Digital Transformation that includes a programme to modernise its end user ecosystem, devices and tools and thereby enable new ways of working. Paper was engaged to carry out the user research to inform the design of this new ecosystem.

    First we designed and published a global survey to try and understand the range of people working at Freshfields so that we could prioritise who we needed to interview. Over 900 people responded which demonstrated the massive appetite for change in the organisation. Then we designed our user research. We had a short amount of time so we split into two teams, one team travelling to Frankfurt, and New York, the other team went to Brussels and Hong Kong, and both teams did analysis in London and Manchester. We also researched using video conferencing with Singapore, Tokyo, Beijing, and Washington. Stitching the research back together we produced insights into issues people have with technology, where there is frustrations and usability issues, how changes in the sector are creating new business needs, and areas where the culture and governance of the organisation conflicted with technology use. The user stories generated by this work then informed the solution designs.

    7 delivery teams are all working with the user stories from our research to prioritise tasks and qualify if the user needs have been met. The research also formed part of a successful business case to invest over £12 million in new technology over the next 12 months.

    Michael Paulson, Freshfields Global Head of Digital Transformation, said, 'Paper delivered high quality and comprehensive research in very challenging timescales which is now proving to be invaluable to us.
  • Student Loans Reimbursement Discovery

    Department for Education

    A big challenge for the DfE is the recruitment and retention of teachers. Some locations and some subjects are more difficult than others to recruit and retain for and so the DfE designed a policy aimed at financially incentivising those teachers to stay in the role by reimbursing their student loan repayments.

    Colocating is always helpful but on this occasion it was more important because (a) this was a new policy so the work needed to be out in the open for people to see and get their heads around and (b) this was the Product Owner’s first discovery project and we wanted to work closely with her to make sure she received the support and coaching she needed. Our research with teachers showed DfE how teachers consider applying for jobs, their commitment to the profession and how a financial incentive might affect them.

    The discovery met all the digital service standards which is always important, and will go live in September 2019. “I think the ethos you have as a company, the work you do and the approach you take is awesome (in the true sense of the word). It gives me real faith that there are people out there that can work in a way that develops people, respects well-being and also gets the job done to an exceptional standard – you should be really proud of what you have built; I am really proud I got to work with you.” - Rheanna, Product Owner

What makes Paper different?

Still not made your mind up about us? Our model is a big part of what makes us different.

Our Principles

Our principles guide more than just what we work on, it guides the people and the culture here at Paper.

  1. We value our principles more than money
  2. Our profit funds innovation within the business
  3. We value leg-ups and free work
  4. Paper is independent and self funded

Read about our principles

The way we work

How we work with clients is super important to us.

Steve says, - “Paper really acted as an extension of our small project team. Through working closely together they’ve gained great understanding of our product and there’s a real feeling of us working towards a joint goal.

Read more about the way we work


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