Business innovation by design

Wilson Fletcher is a business innovation consultancy. We use design to make successful digital businesses.


Make digital potential real

We know that every company needs to harness the potential of emerging technologies, new business models and changing human behaviours to identify and deliver innovative new services for customers.

Our design-led approach to innovation enables ambitious companies around the world to capitalise on the real-world opportunities of the digital age.

Make established companies new again

We know how hard it is to transform an established organisation. It requires the artful combination of clear vision, breakthrough ideas and tangible results.

We partner with the leaders of change to drive transformation from the outside-in, designing the strategies, services and experiences needed to unlock potential, accelerate innovation and power new growth.

Make digital-first the new normal

We know that every organisation, without exception, needs a truly digital-first approach to continuous customer-facing service innovation – and an operating model that supports it.

For more than 15 years we’ve helped companies take full advantage of digital-first thinking. If it’s not your new normal yet... Get in touch


Four core areas of expertise

Strategic insight

Progress is built on insight. Some of the most critical business assets reside in the attitudes and behaviours of people: stakeholders, staff, partners and customers.

We conduct varied forms of research, workshops and co-design sessions with customers, staff and stakeholders to uncover unknown opportunities, identify critical issues and spark new ideas.

Business design

Innovation is only valuable – and transformative – when it delivers tangible customer growth and an appropriate commercial model to monetise customer activity.

We map areas of market potential, articulate purpose and strategic proposition, shape innovative commercial models and design the mechanisms needed to maximise each customer’s commercial activity.

Service design

Digital services succeed when they are built on both breakthrough ideas and robust strategic thinking, and they evidence their proposition at every customer touchpoint.

We generate new ideas, invent new concepts, articulate vision, principles and strategies, design end-to-end service journeys, visualise customer lifecycles and design innovative service models that make big ideas real.

Experience design

The end-customer experience connects customer and company and the quality of that experience determines the ultimate success of any new innovation.

We design user experiences built on strategic purpose, create new brands, design innovative interfaces across all devices, develop prototypes, pilots and live services – all with deep customer involvement.


We’ve worked with some of the best.

We’ve been fortunate to work with hundreds of talented teams in companies across the globe. In sizes XXL to S, aged ancient to new, serving customers in suits or sandals… we love the diversity of companies we work with and the opportunity to realise the untapped potential in each one.


AP logo

BT Sport

BT Sport logo

Bauer Media

Bauer Media logo

British Film Institute

British Film Institute logo


Capgemini logo


DK logo


Experian logo

Good Food Guide

Good Food Guide logo


Jato logo


Kiss logo

Lexis Nexis

Lexis Nexis logo

Local Government Association

Local Government Association logo


MetService logo


NHS logo

News Corp

News Corp logo

Penguin Random House UK

Penguin Random House UK logo


Platts logo

Sky News

Sky News logo


Spotlight logo


Telegraph logo

The Sunday Times

The Sunday Times logo

Travel Republic

Travel Republic logo

Venture Founders

Venture Founders logo


Waterstones logo


Which logo


Recent updates

Latest posts from our blog, The Human Layer on Medium


We’re trusted with the things that really matter

Whether as advisors, challengers or creators, we’re trusted strategy and design partners for some of the world’s most ambitious organisations.

For the last 15 years our distinctive, digital-first approach has helped a diverse range of organisations around the world to thrive in the digital economy.


We love a challenge

Wilson Fletcher was founded on the belief that digital services would become essential to everyday life, and would underpin the future of every organisation, everywhere.

Over the last 15 years we’ve built a unique body of experience helping established organisations take advantage of the strategic potential of digital services.