Experience Design
Services that respect the people using them
Research, service design and interfaces built around what people are actually trying to do, tested with them, and accessible to everyone.
Talk to us
Our view
A screen is the last thing to design. Before it come the people, the steps they take, the staff who help them and the systems behind both. We design the whole service, then the parts of it people touch, and we test every part with the people who will use it.
Good design is often invisible. Fewer calls to a help desk, fewer forms sent back, fewer people giving up halfway. Those are the measures we agree with you at the start.
Accessibility is not a phase. Every service we design is tested with assistive technology and with disabled users before it launches.
By the numbers
Design measured by what it changes
- 1,400
- hours of research sessions with users and frontline staff across our projects last year.
- 31%
- fewer calls to Riverholt County Council's help line after its benefits service was redesigned.
- 100%
- of the services we design are tested with assistive technology before they launch.
KIASA design engagements, October 2025 to September 2026.
What we do
From research to the last pixel
User research
Interviews, observation and testing with the people who use a service, including the ones who find it hardest.
Service design
The whole service mapped end to end, front stage and back, so problems are fixed where they start rather than where they show.
Interface design
Clear, calm screens for web, mobile and internal tools, designed in the browser and tested on real devices.
Accessibility
Audits, fixes and training against current accessibility standards, with disabled users in every round of testing.
Design systems
Shared components, patterns and guidance that keep products consistent and let teams build faster.
Content design
Words that help people act: plain headings, short sentences and forms that ask only what they need.
Client work
Our work in action
Public sector
Riverholt County Council made benefits claims possible in one sitting
A forty-page form became twelve short steps, and calls to the help line fell by almost a third.
Explore public sector
Healthcare
Tessera Health redesigned booking around patients and front-desk staff
One flow for 38 clinics, shaped by 120 hours of observation at reception desks.
Read the case study
Education
Ashby Vale University rewrote enrollment in plain language
Questions cut by half, and the share of students finishing without calling for help rose to nine in ten.
Explore education
Insurance
Halden Mutual's claim forms now ask only what they need
Customers report a claim in four minutes, and fewer claims come back for missing details.
Read the case study
What we think
Thinking on design
Perspective
Green software is mostly just good software
Simpler pages use less energy and serve people on slow connections better. Design choices that do both.
Research report
AI in the back office: where the first real savings are showing up
AI changes what staff see on their screens. Designing for review, not blind trust.
Perspective
Why the second year of a cloud migration matters more than the first
The second year is when real usage data arrives. How design teams should use it.
Research report
Platform pulse: what engineering leaders will fund in 2027
Design systems appear on more 2027 budgets than ever. What 320 leaders expect from them.
“They spent a week at our counters before drawing a single screen. The new service works because it was designed around the people standing in that queue.”
How we work with you
Designed with the people who use it
Understand
Research with users and frontline staff, and a look at the data behind the service. Usually three to four weeks.
Map the service
The whole service drawn end to end, with the moments that fail people marked and costed.
Design and test
Prototypes tested with real users every week, including people who use assistive technology.
Build and measure
Designers stay with the engineering team through launch and track the measures we agreed.
Our leaders
Talk to the people who lead this work
Léa Moreau
Practice Lead, Experience Design
Has designed public and health services for fifteen years. Led the Riverholt County Council redesign.
Hana Kobayashi
Head of Research
Runs research with users and frontline staff, and makes sure the hardest cases are in every round.
Mateo Silva
Lead, Accessibility
Audits and fixes services against accessibility standards, and trains teams to keep them that way.
Is a service letting people down?
Tell us where people give up or call for help. We will suggest how to find out why.