Organise for overlap

We deliberately overlap disciplines: we mix the thinking and the making, and expect our people to bring more than one craft skill. The intersection creates a multidimensional perspective on client challenges. It forces people to collaborate, and the work gets better.

Balance empathy
with commerce

User needs inform our decisions, and we are also attentive to the commercial context of our work. Our One Team approach combines Friday expertise, customer insight and the clients’ vision and knowledge.

Be informed by data, not slaves to data

When there’s a shortage of data, we make creative leaps that we validate with users. When we have sufficient data, we optimise in steps. Mostly we do both.

Debate, then commit

Everyone on the team is expected to debate, then unify behind the team’s decision. We hear each voice. Everyone is bold enough to take a position, grown up enough to be persuaded, and to commit.

Pictures trump words

We explain strategy in simple pictures - usually pictures of the better future customer experience. It helps people to understand, and align.

Hit the two year
sweet spot

We like to draw the better future customer experience in about two years from now. Two years is a development stretch, but isn’t sci-fi. Two years is long enough to effect real change, in any organisation.

Build in slices

We cut the picture of the better future customer experience into feature ‘slices’, prioritise them, and then put each slice through a prototype-pilot-scale process. New fragments of the proposition are built, tested and delivered quickly, returning value to the organisation at low risk, and gathering support.

Let nothing get lost

From the strategic proposition down to a feature function, we use common tools and artefacts to ensure that the work is understood by all disciplines, and we use open tools to manage tasks and documents, so our work and progress is accessible, including to clients and stakeholders.

Learn new things

We have techniques that we know work, but we constantly seek better ones, and share whatever we find. We don’t do perfect, and we are not afraid to learn new skills. If you think it can be done better, tell us.