Discovery.

We help you understand what’s enabling or getting in the way of delivery - from decision-making and behaviours to how work flows across teams. By surfacing patterns and pinpointing what matters, we give you the clarity to move forward with confidence.

Understanding what’s really going on.

We draw on observation, research, and data to understand what’s enabling progress, what’s getting in the way, and where to focus next to improve delivery and outcomes.

Why discovery matters

Discovery helps you pinpoint the real problems - so you don’t waste time, energy and budget on the wrong ones.

By understanding the broader context - how people work, where friction exists, and how decisions are made - you reduce risk, move faster, and deliver change that sticks.

Discovery shows you what to do next, without the guesswork.

  • Struggle with delivery despite strong intent and effort
  • Know change is needed, but aren’t sure where to start
  • Want to better align teams, rhythms, and systems around strategy
  • Report Gaps in alignment, understanding, and prioritisation across teams
  • Struggle to agree on what's important when prioritising work
  • Are trying to become more customer-focused, but don’t know how
  • Need clear insights to build a roadmap for improvement

We work with organisations who:

How we can help

We bring structure to complex problems.

From early-stage discovery to prototyping and delivery support, our team combines qualitative research, co-design, and service design methods to shape better user and business outcomes. Whether you're improving an existing service or designing something new, we help you stay human-centred, evidence-based, and ready to deliver.

Key capabilities:

  • Qualitative & Quantitative Research

    Interviews, surveys, and analytics to uncover needs, pain points and behaviours.

  • Personas & Journey Mapping

    Rich customer models that bring your audiences to life and highlight key moments that matter.

  • Service Blueprints & Opportunity Mapping

    Visual artefacts that align the front-stage experience with the behind-the-scenes reality.

  • UX Design, Rapid Prototyping & Testing

    Wireframes and interaction flows tested early to validate assumptions and reduce risk.

The challenges we solve

We help organisations overcome the structural and cultural blockers that prevent meaningful customer-centricity.

Challenges may include:

  • A lack of deep understanding of customer needs
  • Services that don't reflect customer needs
  • Feedback that's collected but rarely acted on
  • Disconnected teams without a shared view of customers
  • Outdated processes that slow progress and frustrate customers
  • A lack of confidence, capability or consistency in applying human-centred methods

Recent research & design work

Explore the impact we had at TABtouch:

2024-2025

This case study showcases how Scalabl built a culture of customer-centric excellence at TABtouch.

“The work we’ve done with Scalabl has been really great. End-to-end, from the RWWA Board to the Executive Team and teams on the ground, everyone has engaged with it. Making sure we consider the voice of the customer in our decision-making is critical - and the team at Scalabl has genuinely shifted those conversations.”
— Chief Wagering Officer, TABtouch

Need hands-on research & design support?

Whether you’re validating a concept, mapping experiences, or designing services that truly meet customer needs - we’re ready to dive in.