Case studies

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

  • Doteveryone prototype and test

    Brief: Doteveryone had a challenge. To find better ways of engaging the public around complex digital issues. Traditional methods (such as a citizen jury) are not always the right way. Our mission was to prototype new methods of engagement and test those with the public.

    Process: Working closely with an in house team we used the manufactured dilemma; “Is access to the internet a right or a privilege?”. We created a set of different experiments that we tested with the public to see how different methods of engagement worked.

    Result: We designed and developed some prototypes for testing at a library in London and a community center in Chesterfield. These will go live on the web to begin measurement.

  • Department for Education user research

    Brief: The Department for Education (DfE) asked Paper to conduct user research into how people access the National Pupil Database. The database is used by a range of organisations including universities, other government departments, and some private sector companies who have a variety of different needs.

    Process: The user research was part of a Discovery which included exploring a new way of providing the service. We divided the research into three streams of work: end users, policy makers, technology providers. We conducted one-to-one interviews with users and collated the research into themes, personas, and user stories.

    Result: The research enabled us to explore a new end to end user journey and move into a design sprint. Richard Machen, Product Owner at DfE said, “Your structured, professional and methodical approach to user research, coupled with your collaborative and agile ways of working, has left us in a much better position to create a service that meets the needs of our users.”

  • Co-op Colleague Research

    Brief: We worked with Co-op Digital to research into how colleagues within their 5 different business areas work together while teaching an area of the business about user needs.

    Process: We interviewed and observed 45 different job roles across 5 different businesses, analysed the information and worked alongside Group IT to help inform their spending on digital technologies for the next year.

    Result: Our findings started some amazing dialog between the teams and affected how they moved forwards. Co-op Digital were so excited about the results they asked us to present to their team our findings to learn from our insight.

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  • Texmo user research in India

    Brief: We worked with an Indian water pump manufacturer to do field-based research throughout India. We were interested in helping the client understand how existing, or new, digital products or services could increase efficiency, performance, sales, and users’ experience.

    Process: After spending time at the head office and primary factories in Coimbatore in South India, we visited both branches and customers in Hyderabad, Pune, and New Delhi. In the six-day visit we interviewed, observed and recorded over 30 interviews and analysed our research back in the studio.

    Result: Several key processes were mapped out and specific points within user journeys were identified that need improvement. Our research included observations, quotes from customers, service maps, and key timings.

  • legup.social mentorship event

    Brief: Paper was founded with four principles, one of which is about making a positive difference. In 2017 we created legup.social, a free-to-attend mentoring event.

    Process: Charities, social enterprises, and small businesses are paired with volunteer mentors from the digital community. It provides support to people who otherwise wouldn’t be able to access it.

    Result: More than 150 people have attended to date (March 2018). We have seen many of our mentees go on to create growing, sustainable, and in some cases award winning businesses. The charities we have helped have used the things they learn to launch campaigns, raise money, and make positive changes to their ways of working.

  • SignHealth usability testing with people who have accessibility needs

    Brief: We’ve recently been usability testing a new digital service for SignHealth, a national charity that works to improve the health and wellbeing of deaf people.

    Process: Paper were brought in as specialists to conduct usability testing on the new platform, prior to it being launched. We created a short captioned video presentation to explain the findings, to make the information easy to understand and share.

    Result: The detailed insights, observations and recommendations use brief plain English descriptions with graphical representations to simplify the message for audiences whose first language is BSL, not English.

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  • Department for Education design sprint

    Brief: The Department for Education (DfE) asked Paper to conduct user research into how people access the National Pupil Database. The database is used by a range of organisations including universities, other government departments, and some private sector companies who have a variety of different needs.

    Process: At the end of the Discovery stage we had a thorough understanding of user needs (internal and external) and we had highlighted a number of different ideas that the DfE could take into the next stage (Alpha). We took this opportunity to facilitate a short (3 day) design sprint to create a prototype of one of the opportunities and test it with users.

    Result: At the end of the 3 days we had designed, built and tested an interactive prototype of a new National Pupil Database application process. “You’ve got through a lot in three days and having something to show us today was fantastic so a massive well done!” - Sam Morrison Service Owner.

  • Databowl website redesign and delivery

    Brief: We helped Databowl reinvent their online presence by researching how their customers interact with them and redesigning their website to improve how potential customers see them.

    Process: We spent time recruiting potential customers who met a specified criteria and tested our designs every two weeks with five users at a time.

    Result: The new Databowl website was launched working alongside their internal developers. In just eight weeks we co-created new content, iteratively prototyped and tested with users, and brought in a freelancer for the graphic design and build of the site.

  • Co-op Usability Testing

    Brief: Which is more usable, Microsoft 365 or Google’s G-Suite? As Co-op got nearer to making a decision about the office software they would need amid a 5 year transformation plan they asked Paper to conduct usability testing on the two market-leading office packages.

    Process: We designed a usability test that simulated the working day. We had 45 minute sessions in which users were given a laptop and a mobile phone and asked to complete tasks they would typical do. We intervened by sending real time notifications and new tasks during the test to simulate the disruption of the working environment.

    Result: In time for a steering meeting where the final decision about software would be made we delivered a report that highlighted insights and themes, helping Co-op to evaluate the usability of each package and the potential impact to the business in disruption and support.

Life before Paper

The three founders had a life before Paper (honestly). We've worked on a wide variety of projects, with clients big and small.

Mark's experience

Cam's experience

Jon's experience

We’ve designed a business which doesn’t chase revenue.

We have a diverse portfolio of work. In addition to our usual clients our team also works on leg up or charity work and we actively encourage R&D projects which allow us to learn new skills.

Our principles