Best Service Design Consulting Services in the UK

United Kingdom Service Design Consultants

Service design consulting in the UK has become an essential driver for organizations that want to improve the way they deliver services, engage users, and adapt to rapidly changing markets. Whether it’s government services that need to become more accessible, digital platforms requiring seamless user journeys, or industrial sectors modernizing through design-led thinking, UK-based consultancies are at the forefront of this transformation.

This article brings together a curated list of service design consulting firms in the UK that stand out for their research-driven methods, client-proven results, and authentic leadership. The goal isn’t to rank them, but to highlight the diverse approaches and expertise these consultancies bring to service innovation across industries.

Methodology: How We Chose These UK-based Service Design Consulting Services

When selecting standout service design consultancies in the UK, we followed a transparent and research-led methodology. Each provider featured here has been evaluated against specific criteria to ensure this list reflects both credibility and practical value:

🔍 Research-driven: Verified through public case studies, published frameworks, and evidence of measurable impact.

💬 Client-reviewed: Selected based on authentic client testimonials, proven ROI, and reputational strength in the UK market.

📍 Location-based: All agencies and founders are firmly rooted in the UK, with a strong track record of working with UK-based organizations and sectors.

This combination ensures that each consultancy listed here represents not only design expertise but also reliability, authenticity, and relevance to the UK’s evolving service landscape.

🌟 UK Service Design Consultants - Provider Spotlights‍

DK&A

‍What they do:
DK&A is a design consultancy that merges service design, strategy, and communication design to help organizations innovate. Their services include user-centered research, service blueprinting, and strategic design advisory.

Who they work with:
They partner with public organizations, cultural institutions, and businesses looking to modernize services with a design-led approach.

Operating model or unique approach:
The consultancy is known for combining creative design with evidence-based strategy, ensuring their work is both visionary and practical.

💡 Why they stand out:

🎨 Strong integration of creative and strategic design approaches

🗣️ Focus on co-creation with organizations and their communities

📑 Use of design research frameworks to inform long-term service improvements

David Kester, Managing Director of DK&A

David Kester is a design leader with an international reputation, having previously served as Chief Executive of the UK Design Council. At DK&A, he continues to shape the future of service design through strategic consultancy. Kester is known for his advocacy of design as a tool for systemic change and innovation. His leadership emphasizes empowering clients to adopt design-driven problem-solving at scale.

Joy

What they do:
Joy provides strategic service design and customer experience consulting for fast-growing SaaS and DTC brands. They excel at mapping customer journeys, aligning multi-channel experiences, and driving product-service integration.

Who they work with:
SaaS startups, direct-to-consumer brands, and retail tech firms.

Operating model:
Agile, iterative design cycles with a heavy focus on measurable business outcomes and user delight.

💡 Why they stand out:

🚀 Specialists in SaaS and tech-enabled retail sectors.

📊 Strong metrics-driven approach, tying service design to commercial KPIs.

🌟 Client-centric mindset with tailored, hands-on collaboration.

Emma Parnell, Founder & Freelance Service Designer of Joy

Emma brings a blend of strategic thinking and design expertise focused on driving growth through better customer experiences. She is known for her client-focused, data-informed leadership and ability to embed service design in product teams. Emma champions a collaborative approach that accelerates innovation.

Engine

What they do:
Engine specialises in customer experience and service design, focusing on creating seamless, emotionally resonant journeys for customers across digital and physical touchpoints. Their approach blends behavioural science with design thinking to improve CX outcomes and business performance.

Who they work with:
Financial services, retail brands, and public sector organisations.

Operating model:
Collaborative partnerships with client teams using iterative prototyping and data-driven insights to refine customer journeys and service ecosystems.

💡 Why they stand out:

🔬 Strong use of behavioural science integrated into service design.

📈 Data-led iterative testing ensures continuous improvement.

🤲 Collaborative co-design workshops that engage stakeholders and users alike.

Lisa Skinner, Managing Partner & CEO of Engine

Lisa has 20+ years of experience in service design and CX leadership. Known for her strategic vision and inclusive leadership style, she drives Engine’s mission to create meaningful customer experiences that deliver business value. Lisa’s background includes senior roles in both public and private sectors, with a focus on measurable impact.

Oliver King, Co-founder & Managing Partner of Engine

Oliver specialises in behavioural design and service innovation. With a focus on practical solutions, he champions data-informed design decisions that create emotional connections. His leadership is characterised by a user-centred, evidence-based approach to solving complex service challenges.

Make it Clear

What they do:
Make it Clear specialises in service design and UX consultancy, helping organisations simplify complex services and communicate more effectively with their customers.

Who they work with:
Public sector organisations, charities, and regulated industries.

Operating model:
Emphasis on clarity and simplicity, using research-led insights to streamline services and improve accessibility.

💡 Why they stand out:

🔍 Specialists in simplifying complex, regulated services.

💡 Strong focus on user accessibility and inclusivity.

✍️ Clear communication as a core design principle.

Sarah Edwards, Director of Make it Clear

Sarah has over 15 years of experience in service design with a focus on making services accessible and easy to understand. Her leadership is grounded in evidence-based design and a passion for improving public services. Sarah is well-known for her clear, empathetic approach and her success in helping organisations redesign complex services for better user outcomes.

Humanly

What they do:
Humanly offers bespoke service design, UX research, and product strategy consultancy, aiming to create emotionally intelligent and user-centred digital experiences.

Who they work with:
Tech startups, healthcare, and education sectors.

Operating model:
Human-centred, research-driven approach with an emphasis on emotional resonance and ethical design.

💡 Why they stand out:

• ❤️ Emotional intelligence embedded in design practice.
  
  
• 🔬 Ethical and research-driven methodologies.
  
  
• 🌱 Focus on sustainability and long-term impact.

Jenni Parker, Founder & Director of Humanly

Jenni is a passionate advocate for human-centred design, blending UX research with empathetic storytelling. Her leadership style is collaborative and reflective, focusing on building sustainable, meaningful user experiences. Jenni has led numerous successful projects in healthcare and education, where emotional connection is critical.

Service Design Consulting Services in the UK Driving Efficiency and Innovation

Service design consulting in the UK is shaping how organizations improve services across construction, infrastructure, government, and digital platforms. These consultancies combine engineering expertise, digital design, and user-focused strategies to deliver solutions that are practical and sustainable. Their work is highly relevant because it helps clients achieve efficiency, meet regulatory standards, and ensure positive long-term results. By focusing on measurable impact, transparency, and co-creation, they make service transformation both achievable and lasting. As demand grows, service design continues to play a vital role in supporting innovation and resilience in the UK.

At Digital Reference, radical authenticity ensures every insight is grounded in truth and designed to guide leaders with absolute clarity. Its value lies in building decisions that endure, supported by trust and precision.

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Service design in the UK is no longer just about improving processes—it is about creating systems that last and deliver real value. Organizations need reliable insights that help them adapt with confidence and act with purpose. When transformation is guided by knowledge that is both relevant and practical, progress becomes attainable. That is why many professionals turn to Digital Reference.‍