Conventional business thinking is incompatible with the digital economy.
We'll help you invent the company you need to be next – and the services that make it real.

Transformation strategy

Every established organisation needs to operate like the best modern digital businesses. Transformation strategy is an intensive organisation-wide strategy programme that will reinvent and reposition the organisation to thrive in the digital economy.

Read/watch/listen to our thinking here

What we do

We answer the two key questions facing every modern business: “where are we going?” and “how do we get there?”. Central to our approach is futurestate design, a methodology we invented to help you step out of today and build a compelling vision of your future business. We then analyse the current position (its current state), and identify the key transformations needed to bridge the gap between the reality of today and the opportunity of the future.

Why it works

Modern, digital businesses simply don’t follow conventional rules, so we don’t design them with conventional tools. Our approach is expansive, future-focused and built on ideas, without a templated model or business-school textbook from the 1970s in sight. We design strategies that break old rules, make the future and how to get there obvious and achievable, and get your teams excited to make it happen.

What we deliver

An actionable strategic programme including everything required to build a successful digital organisation, plus the assets and initiatives required to make it a reality.

Common components include:

a clear articulation of purpose, vision and principles
futurestate experience maps
new business models
clear transformation initiatives
business, data and system capabilities
key targets and KPIs
operating model and organisational design
roadmaps and strategic workstreams
customer models and opportunity maps
storytelling and comms assets
exec team digital business mentoring
long-term execution support

Service innovation

Digital services are the engine of a successful modern business. Using an intensive blend of research, commercial strategy, service design and experience design, these programmes create a new generation of services for customers who expect outstanding digital experiences.

Read/watch/listen to our thinking here

What we do

Service innovation programmes are always focused on either opening up new markets with new ideas, or securing and growing existing markets by reinventing an existing offer. Our rapid, multi-disciplinary design process turns ideas or challenges into new services, from the business model and proposition to the experience that customers will use every day. Essentially, we turn untapped potential into live commercial products and services.

Why it works

We’ve designed hundreds of digital services serving customers of every conceivable type. We obsess about customer benefit, but we care equally about the commercials: too many digital services ultimately fail because they ignored business needs. Pretty interfaces are everywhere – services that make money aren’t. We know that to transform how customers behave – which is always our goal – the business model is as important as the experience.

What we deliver

A fully realised design solution for a digital service. How we integrate with your teams is flexible, from handing over a resolved concept to supporting the entire delivery process.

Common components include:

service model and commercial proposition
target customer archetypes
influences research
customer, stakeholder and partner insights
end-to-end service design
user journeys and functional flows
multi-platform experience design
behavioural and functional prototypes
brand positioning and visual language
high-fidelity interface visuals
users stories and requirements
development team integration

“We came to you with a competitor problem and you basically gave us a whole new company”
CEO, Spotlight

Want to put your current business out of business – in a good way?
Drop our CEO Mark a line and he’ll arrange a time to talk about what you want your organisation to become. hello@wilsonfletcher.com

digital strategy
digital transformation
futurestate design
business design
monetisation strategy
organisational design

customer/stakeholder/market research
customer insight
behavioural archetypes
trends and influences research
co-design
stakeholder workshops

service design
experience design
UX/UI design
digital innovation
concept design
prototyping