FAQ

We work with purpose-led businesses , organisations and social enterprises that are looking to grow their impact and / or income. If you're driven by a mission and want to grow sustainably without compromising your values, you're in the right place.

Our work is grounded in Human-Centred Design and Service Design principles. We combine strategic thinking with creative problem-solving to design services that truly work, for your team, your customers, and your mission. Every project is customised, drawing from methods like journey mapping, co-design, systems thinking, and behavioural insights (and many others depending on your specific needs, goals and situation)

You don’t need a perfect plan, but it helps if you have:

• A clear mission or purpose (What are you trying to achieve through your business or services?)

• A willingness to explore and test ideas

• A desire to improve customer or employee experience

• A service or program already in place (or in development)

We’ll guide you through the rest.

It depends on the scope. Some clients engage us for a 90-minute strategy session, others for a 3-month design sprint or a 12-month transformation. We offer flexible advisory, intensives, and co-design programs based on what’s right for you.

Should we jump on a call to define what's right for you?

Absolutely. Most of our clients aren’t designers, they’re passionate leaders, program managers, founders, or community builders. We bring the tools, you bring the insights. It’s a partnership.

A project manager focuses on keeping tasks on track and meeting deadlines. A service designer looks at the bigger picture: the customer journey, the customer/employee/participant experience, and how services can be improved or reimagined.

My work combines both; you get the structure and organisation of project management, plus the creativity and customer focus of service design. That way, your project runs smoothly and delivers outcomes that actually work for people.

Creative agencies tend to have many people, and they are really good at what they do. They also often use a cookie-cutter approach that doesn’t fit complex services.

A service designer works differently. Service designers look at the whole picture, they understand your customers, employees, systems and processes.

Creative Designers think outside the box, come up with cool ideas that can differenciate you from others.

Por que no los dos? Why wouldn't you choose both?

It's rare to find it. As my client said 'you are a unicorn, I didn't think someone like you existed'.

I collaborate with you and your team and customers/participants, tailor the process to your organisation, and keep the human experience at the centre. Instead of crazy blue sky ideas that sounds cool but can never be implemented, you get exciting ideas that make you different but you can actually implement. Instead of templates, you get practical, engaging solutions designed to be implemented in real life, not just look good on paper.

Yes; because marketing and service design solve different problems. Marketing focus on outward-facing messages, while service design improves how your organisation actually works for customers, clients, or participants. Without service design, you risk spending on marketing that promotes services which don’t deliver the best experience. With me, you get both: a service that works and a story that’s easy to communicate.

Service design includes marketing, that means that once we know your customers really well, we will be able to think outside the box to bring them to you, and the best part? Once they find you they'll fall in love with your services, no convincing required, and you'll keep them! Marketing agencies increase client attraction and conversion

WeSHiFT increases attraction, conversion, retention and loyalty.

Not always. Larger firms may have more people, but they often rely on standardised templates and bring in staff who aren’t a good fit to work with your participants.

WeSHiFT bring a senior, hands-on approach where I design, manage, and deliver the project myself, ensuring participants feel comfortable, engaged, and valued.

Many clients tell me this makes a bigger difference than having a large team.

But if you want to get the exact same report than your competitors already archived because it was not useful, then sure! Go with the big guys.

I bring three skills in one: service design, creative design, and marketing. That means I don’t just design concepts, I also plan how to implement them, communicate them visually, and make sure the process itself is a positive experience for your customers and team. My clients say this combination saves them time, reduces risk, and creates solutions they can actually use.