Digital & service leaders
AI · Service design · Research
We design the services and AI products people actually want to use
An AI, service design and research consultancy. We find out what people need, design the service around them, and prove it with working prototypes, for government, healthcare, finance and retail. More than 25 years of evidence-led design.
Recent work with
- Ministry of Justice
- Department of Health and Social Care
- HMRC
- DWP
- MHCLG
- bp pulse
- Tesco
- Lloyd’s of London
- Shell
- Lebara
- WLGA
53%uplift in First Rate’s purchase journey
47%uplift in Post Office application journeys
38%more website bookings for CIPFA
33%more membership sign-ups at the MDU
Who we work with
Here’s how we help
Whatever the brief, the goal is the same: services that people understand, trust and use.
Teams exploring AI
Find out where AI genuinely helps your users, then prove it with a working prototype before you commit budget
AI & innovation
Founders & boards
Fractional leadership, advisory and non-executive support from someone who has built, launched and sold digital businesses
Leadership & advisoryWhat we do
Four ways we work with you
Research tells us what is true. Service design turns it into something people can use. AI is a tool we apply where it earns its place. Not sure where you stand? Take the free AI readiness quick check.
AI & innovation
Find where AI genuinely helps, design it responsibly, and prove it with a working proof of concept in days rather than months.
Explore
Service design
Map the as-is, design the to-be and blueprint the whole service, front stage and back stage, so every team builds the same thing.
Explore
Research & insight
Usability testing, discovery research, expert reviews and analytics that replace opinion with evidence.
Explore
Training & advisory
CPD-certified training, fractional leadership and board-level advice on AI, digital transformation and customer experience.
ExploreOur customers
Trusted by government, healthcare, finance and retail
Case studies
Measurable results for real organisations
Recent government and enterprise work alongside the conversion projects that built our reputation.
Department of Health and Social Care
Compass: a proof-of-concept service for evidence-based medical device procurement
HMRC
Programme-level service blueprint for Making Tax Digital
bp pulse
Researching the future of electric vehicle charging
47%
Post Office
uplift in optimised application journeys
38%
CIPFA
improvement in website bookings
53%
First Rate
improvement in the foreign exchange purchase journey
Testimonials
What our clients are saying
I brought Channel Dynamics into the business to help drive forward a more user centric approach to our digital development. They rapidly gathered top level requirements, personas, built wireframes and tested them with our target audience. The team were responsive to our business needs.
Richard CookOperations Director, Centaur Media
Working with CD has allowed us to gain a real insight into users’ requirements and ensure that all future digital developments put the user experience at the forefront of the Post Office proposition. They are a pleasure to work with and we’ll continue to work with them going forward.
Richard AbbottSenior Manager Digital, Post Office
The Channel Dynamics process has been an invaluable experience. We moved from idea to user tested interactive prototypes in a couple of weeks. The IT team were able to build the final proposition with the confidence that it would be right for users and we launched exactly to plan.
Sue MarshHead of Marketing Channels, First Rate
Insight
From the blog
Practical articles on AI, service design, research and conversion.
7 October 2026
An AI readiness health check: the 12 questions to answer before you buy anything
Most organisations are being asked “what are we doing about AI?” Here are the twelve questions we work through before recommending a…
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5 October 2026
Where AI belongs in a service: using journey maps and blueprints to find the right touchpoints
Start from the technology and you get a chatbot nobody asked for. Start from the journey and AI lands where it helps. Here is how we use…
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3 October 2026
Synthetic users are not users: what AI can and cannot do in research
AI has made research analysis dramatically faster. It has not made participants optional. A practical guide to where we use it and where…
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1 October 2026
From idea to working AI prototype in a week: lessons from building MyStoryboarder and Compass
Proofs of concept used to take a quarter. With current models they take days. What we learned building our own AI product and a…
Read articleReady to find out where AI and better service design could take you?
Book a free call and we’ll tell you honestly where the quickest wins are and where AI is not the answer.