01
Understand first.
Every project begins by understanding the people using a service and the challenges they experience.
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Research • Customer Journey Design • Digital Design & Management
Designing better experiences, together.
Logan Reed is an independent studio helping organisations understand their customers and improve the experiences they provide. We work across research, customer journey design and digital design and management, helping make services clearer, easier to use and better supported over time.
Our Purpose
Better decisions begin with better understanding.
Research first.
Design with purpose.
Keep improving.
Good decisions are built on a clear understanding of the people using a service.
We begin by learning about your customers, visitors or users, understanding what works well and identifying where improvements can be made.
From there, we work with you to develop practical solutions that make services clearer, easier to use and simpler to manage.
Every recommendation is intended to be practical, achievable and focused on creating a better experience for the people who use your service.
Our Philosophy
Good work begins with good understanding.
Every organisation is different, but the way we approach our work remains consistent. These principles help guide the way we research, design and support every project.
02
Keep it practical.
Recommendations should be realistic, achievable and make a genuine difference to the people they are intended to help.
03
Work together.
The best outcomes come from collaboration, combining your knowledge of the organisation with an independent perspective.
04
Keep improving.
Good experiences evolve over time. We believe in reviewing, refining and building on what has already been achieved.
How We Work
A practical approach to improving experiences.
Every project is different, but our approach remains consistent. We take time to understand the challenge, develop practical solutions and support improvements that make a meaningful difference.
01
Research
We begin by understanding your organisation, the people you serve and how your service works today. Every project starts by listening, observing and asking the right questions.
02
Understand
Together, we identify what is working well, where challenges exist and where improvements could make the biggest difference.
03
Design
Using what we've learned, we develop practical recommendations to improve customer journeys, digital experiences or the way a service is delivered.
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Deliver
Where appropriate, we can help put those improvements into practice, working alongside your team to support delivery.
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Review
Once changes have been made, we review what has worked, gather feedback and identify opportunities for further improvement.
Working Together
Every project is built on collaboration, practical thinking and a shared commitment to creating better experiences.
What We Help With
Practical support for clearer, easier experiences.
Our work centres on research, customer journey design and digital design and management. Support can focus on one specific challenge or bring several parts of a service together.
01
Research
Understanding your customers, visitors or users through focused research, observation and feedback.
02
Customer Journey Design
Mapping how people move through a service, identifying where things become unclear or frustrating, and improving the journey.
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Digital Design
Designing clear, useful websites and digital experiences around the people who use them.
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Digital Management
Providing practical support to keep websites, digital content and online services accurate, useful and up to date.
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Clearer Communication
Making information easier to understand through clearer language, structure and presentation.
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Service Improvement
Looking at the processes behind a service and identifying practical changes that could improve the customer experience.
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Practical Delivery
Helping turn ideas and recommendations into manageable improvements that can be introduced in practice.
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Ongoing Support
Reviewing what is working, responding to feedback and supporting further improvements over time.
Built around your needs
The work is shaped around your organisation, the people who use its services and the areas where practical support would be most useful.
Start a Conversation
Let's design something better, together.
Whether you want to understand your audience more clearly, improve a customer or visitor journey, redesign a process or develop a new experience, the best place to begin is with a conversation.
Tell us what you are working on, what is not working as well as it should, or what you would like to create. We will start by listening.
Have a project, challenge or idea in mind?
Let's explore what could be improved, created or delivered together.
Research · Strategy · Design · Delivery