Skip to content

We help organisations learn how to make stuff better

(And then we help them make stuff better)

Whether you need user insights, a fresh strategy, new software, teams or processes – we'll help you spot opportunities to make your services work better for the people who use them and the people who deliver them. And then we'll make it happen.

That's service design in a nutshell.

Government and local authority

We work with public sector organisations at all stages of the project lifecycle: discovery, alpha, beta and live.

We research and design services that meet the Service Standard and, while we're there, coach civil servants in things like user research, service design, content design and agile delivery.

The words alpha, beta, live with colourful doodles around them

Businesses

Our varied experience, working also on government and third-sector projects, gives us extra insight for helping you solve your organisation's challenges.

We do lots of knowledge sharing with people new to our line of work, from delivering bespoke courses on things like design thinking and ways of working to on-the-job coaching.

Two characters changing the layout of a website to make it easier to use

Charities and social enterprises

Charities and social enterprises tend to approach us with different challenges to government or private companies. It's the empathetic and ethically minded approach taken by Paper people towards those challenges that makes us a good addition to their teams. We can also offer special investments of time and resources to charities who choose to work with us.

A heart shaped character with a prosthetic leg

We'll only take the job if we're certain we can help

Doing the best possible job is important to us, so we review your brief against criteria we decided on as a team, like 'are we the best people for the job?' and 'do we feel good about the work?'.

We'll only take on a project if we know we can make a difference – to you and to your users.

Thinking about all the areas of a project we can help with means we often spot things we can do for our clients that they haven't spotted themselves – before we've even met.

Our core team

These are the words we use to describe the job roles of our core Paper team. We know they can sound a bit weird if you don't work in our industry, so feel free to get in touch if you want to find out more.

  • User researchers
  • Service, content and interaction designers
  • Delivery and project managers
  • Research participant recruitment and operations managers
  • Trainers, coaches and mentors
  • Facilitators
  • Strategists
A square shaped character that is drawing a service map

Our partnership network

There are huge benefits to being a close-knit team that specialises in research and design. Just one advantage is that we're free to choose the right technology solutions for your project – and the right technology partner, should we need one.

Over the years we've made a lot of freelance friends and worked with lots of different types of companies to understand the sort of partnerships that work best. We've carefully built a network of people and organisations that allow us to build the size and shape of team you need.

Read more about our partnerships

a red character is high fiving a blue character