We help organisations see how their services really work - where things break down and what to do about it. The outcome is clearer journeys, tighter alignment, and more effective technology.
Trusted by
Research-led direction
Identify what matters early; before complexity and cost escalate.
End-to-end service thinking
We design across people, channels, operations, and technology, not just the interface.
Momentum into delivery
Clear outputs that drive decisions, prioritisation, and execution.
We show how your services actually operate across teams, systems, and customer journeys. Through research, service mapping, and operating model design we help to identify and prioritise what to fix first.
We bring together research, stakeholder alignment, service blueprinting, and concept development to translate complexity into clear direction. From future-state definition to roadmap shaping, we enable confident, informed decisions.
By bringing together design, technology, and research specialists, we deliver well-rounded, end-to-end solution design.
Teams often jump straight into delivery when the real need is alignment. We help you understand customer needs, operational reality and delivery constraints together, so the next move is grounded and credible.
Practical service design for complex organisations
One team across strategy, service design, product, and engineering.
Proven in complex, regulated, high-stakes environments where failure isn’t an option.
Facilitation that cuts through silos and drives real alignment.
Outputs designed to move decisions forward, not sit in decks.
Grounded in reality: balancing user needs with operational and technical constraints.
UK-based, with deep experience delivering services that work end-to-end across the globe.
Our approach helps organisations make sense of complex journeys, align teams and focus delivery where it will have the greatest impact.
FTSE 100 pharma company
We used behavioural research and service design to understand how the clinicians behave in the context of the service, and how the service could better support them to reach more patients with the care they need.
Improved customer understanding. Better reach.
Entain PLC
We aligned Entain’s global design teams across 34 brands around a single operating model, reducing handoffs and creating consistent cross-channel journeys.
Joined-up teams. Consistent experiences globally.
Zuto
We redesigned Zuto’s onboarding journey end-to-end—aligning call centre, digital, and operational processes—resulting in improved conversion, faster onboarding, and reduced operational friction.
Improved onboarding. Higher conversion rates.
“Great service design comes from strategists, designers and technologists working together.”
Oli Taylor, Co-founder & Design Director
01
Understand the reality
Map the current service to expose blockers, dependencies, and risk.
02
Align the organisation.
Create a shared view of priorities and focus teams on what matters.
03
Design what’s next
Blueprint and prototype services that work end-to-end.
04
Enable delivery
Turn insight into clear priorities, validated ideas, and actionable roadmaps.
If you are trying to align teams, redesign journeys or create a clearer roadmap for delivery, we can help you work out the right next move.
Contact channels
New business
newbusiness@thisisabsurd.comBest for discovery, service design and roadmap conversations.
Offices
Manchester, UK
Camellia House
Water Lane
Wilmslow
SK9 5BB
United Kingdom
Florida, US
2295 S. Hiawassee Rd
FL32835
United States
