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About us

Over 20 years of digital transformation experience

We are a digital services company specialising in empathy towards users.

We were founded to help provide what we see as much-needed alignment between what businesses need and what their customers want.

All too often we see businesses and their end-users suffering from poor digital experiences, as well as teams being overloaded leading to low levels of employee and customer satisfaction.

This can be through a lack of in-house expertise, a lack of an evidence-based approach, and a gap between Customer and Employee experiences; both of which we believe are intrinsically linked.

We help either through the development of new digital services for your business or by guiding you on how to improve existing ones and improve your customer and employee digital experiences.

In addition, we provide unique Agile training for teams and leaders on how to deliver and maintain high levels of employee and customer satisfaction from the channels under their care.

Our Vision

To live in a world where digital services solve meaningful problems for employees and customers and where digital teams are both high performing and happy.

Our Mission

To bring customers and employees together through the delivery of digital services and thinking that make lives better.

 

Our values and how they help you

We are: Evidence-based

We challenge the status quo where assumptions are often made about customer needs and behaviours as this leads to failing your customers and the company.

We are: Value focused

We help you understand and deliver the highest value for your customers and teams by understanding the problems they want to solve and helping you solve them.

We are: Human-centric

To unlock high performance, we put human needs, wellbeing and safety at the heart of our own business. We like to work with customers that do the same.

We are: Fearless

We are comfortable with continual change where many people fear it. We lean into problems rather than lean back. We know this is an opportunity to serve your customers better in a rapidly changing digital world.

Our Team

  • Scott Fulton

    Director

    Scott has over two decades of experience in leading happy high performing digital teams.

    He is known for solving complex problems by bringing people together to leverage digital capabilities that delight users and make a significant impact on the business.

    He has delivered multiple UK and world-firsts for digital innovation through in house development across a range of channels including the web, intranet, social media, digital television and mobile.

    He speaks across the globe sharing insights and experiences in user-centred thinking for digital services.

    He regularly runs training sessions and is a mentor for people looking to further their careers, not just in the digital sector.

    He was voted "Most Inspirational Digital Leader" by a cohort of fellow digital leaders and his teams have won a number of global industry awards.

    Awards

    • Digital Leaders Local Champion for the South West and national finalist Digital Leaders 100
    • Winner - Best Mobile Integration Ragan Awards (Global)
    • Winner - Customer Success Story Interact Intranet International Awards
    • Winner - Best Value Intranet to Employees Ragan Awards (Global)
    • Winner - Essential Intranet Interact Intranet International Awards
    • Silver - Best Intranet Step Two, International Intranet and Digital Workplace Awards
    • Highly Commended Award for TrackMyCrime National Emergency Services Awards
    • Silver - Best Website or Microsite CIPR Pride Awards
    • Outstanding Achievement Award for Contribution to Diversity Criminal Justice Awards

  • Emma Dyer

    Associate Consultant

    Since graduating from Falmouth University's 3D Design for Sustainability course, Emma has spent her career using design to make a change in the world.

    She began her career working for many design agencies as a researcher, facilitator, and interviewer on numerous service design projects aimed to improve Cornwall's Public Sector. Led by the Design Council, the "Dott Cornwall" Programme was one of the first mass experiments in using co-design thinking in practice.

    After moving to Bristol, Emma continued to work in the charity and third sector as a project manager, specialising in piloting new projects and service delivery ideas. From food waste to homelessness, from digital democracy to dementia, her user-led approach to understanding issues has yielded great results.

    Her projects have won awards for introducing co-production into the care sector, exemplary partnership working across Bristol, and innovation in both the care and events sector.

    She also worked with Scott in the design and rollout of the award-winning intranet for Avon and Somerset Police.

    During the pandemic, Emma was funded by National Lotteries' Catalyst programme to understand older tech users' needs. She continues to work with software providers to make their software more accessible to older people.

    Emma is currently leading on the setup of an on-demand video service aimed at older people living with dementia and their carers.

  • Paul Hughes

    Associate Development Lead

    Paul has over twenty years of experience in software development, combined with over ten years of experience in mentoring and leadership.

    Having completed his PhD in Computer Science in 2011 he has continued to simplify complex problems and produce scalable software in every industry he has worked in - from Agriculture and Finance to Emergency Services.

    Paul has worked across the globe having been located in the UK, Hungary, Germany, Egypt and Australia. He specialises in rebuilding existing monolithic software solutions by bringing them into the modern and scalable cloud-first world.

    Paul worked with Scott in Avon and Somerset Police where he headed up the technical development of the transformational cloud-based "Custodian" system allowing solicitors to be automatically kept up-to-date with the status of their clients. Also, the emergency messaging system "Courier" used to contact officers out of hours automatically which also kept in sync with the force's training skills database.

  • Ceri Newton-Sargunar

    Associate Agile Behavioural Coach

    Ceri is an Agile Behavioural Coach, an ex-teacher and a neuroscientist-in-training, with almost a decade of hands-on agile experience. She has worked in the public and private sector, with large organisations, SMEs and start-ups, and now coaches and trains agile teams and agile professionals looking to improve their ways of working.

    Well-versed in Agile ways of thinking, being and doing, Ceri works with individuals and teams to focus on helping brilliant people to work more effectively with each other, to deliver value to organisations and help them thrive.

    Ceri works at all levels of organisations to stop information from falling through gaps by improving interactions and helps use team dynamics to turn unhealthy conflict around, increase understanding and shape culture with better top-down and bottom-up communications.

Our wider team and partnerships

Developers, Consultants, Designers, Testers, Content Strategists... We partner with a range of industry specialists with significant experience in the private, public and charity sectors. They have worked with the BBC, Local and Central Government, Police Services, a range of charities and more. We also work with the following carefully selected associate partnerships that share our values. This allows us to collaborate to deliver even more value to our customers.

bedigital

bedigital was established in 2014 to provide public sector, central government and private organisations a way to effectively define their strategic vision and transform IT estates.

Learn more about bedigital

PILOT WORKS

PILOT WORKS specialise in public sector Discovery and Alpha phases in accordance with the GDS Service Manual. They also apply Lean Startup and Design Thinking techniques to find new opportunities to create value, then define innovative solutions for the private sector.

Learn more about PILOT WORKS

Web Usability

Web Usability is a specialist user research agency that has been providing the voice of the customer to public and private sector organisations for the last 20 years. Using rigorous, user-centred research techniques they help businesses improve the effectiveness of their digital services by putting users at the heart of decision making.

Learn more about Web Usability