Case Study: Companies House improves user-centred digital services with Rose-Innes Designs

Companies House builds user-centred service design personas with Rose-Innes Designs

Rose-Innes Designs was commissioned by Companies House to provide staff training in service design methods. The challenge was to help Companies House better understand how its service users connect with and use its online services for filing and searching company accounts, moving beyond reliance on statistics to make more user-centered business decisions.

The solution implemented by Rose-Innes Designs involved qualitative research to create a suite of primary personas. These personas provided valuable insights into user behaviors, contexts, and pain points. Rose-Innes Designs then delivered workshops to show staff how to effectively apply these personas to their areas of expertise, enabling better decision-making and fostering empathy for users during the design process for new products and services.

Companies House