Research & Design.

We help teams untangle complexity, redesign services that work, and build the kind of customer culture everyone talks about.

Design better experiences grounded in real insight.

We help teams who want to deliver great services and better customer outcomes, but aren’t quite sure how to get there.

  • Want to become more customer-centric but don’t know where to start
  • Need to make strategic decisions backed by real customer insight
  • Are launching or redesigning services and want to ensure they truly meet user needs
  • Are overwhelmed by data but lacking actionable insight
  • Want to embed customer-centric ways of working across teams
  • Don't know how to involve customers in their design process
  • Want to shift from a delivery-focused mindset to one of learning and problem-solving
  • Wish to build internal capability, but don’t know what good looks like (or how to get there)

We work with organisations who:

“We needed to be more customer-centric but we didn’t know how to approach that. We needed advice, first of all, on how to begin that journey.”
— Head of Product, TABtouch

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  • Outdated processes that slow progress and frustrate customers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:

TABtouch logo

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.