Capabilities

Think. Design. Build. Connect. Run. Commission.

Six connected capabilities, not six departments. Most engagements use three or four, and they are named as verbs because they describe what gets done rather than who owns a budget line.

THINK
StrategyResearchPropositionCustomer journeysBusiness architectureMeasurement
DESIGN
IdentityExperienceInteractionContentDesign systemsInterfaces
BUILD
WebApplicationsPlatformsCommerceCloudIntelligent systems
CONNECT
APIsCRMWhatsApp BusinessPaymentsAnalyticsAutomationPartner technology
RUN
MonitoringExperimentationOptimisationSupportContinuous development
COMMISSION
Connected objectsPhysical/digital interfacesInstallationsInstrumentsExperimental interfaces

What each one answers

THINK

What should this business build, change or stop doing?

Strategy · Research · Proposition · Customer journeys · Business architecture · Measurement

Usually leads to → Design, Connect

DESIGN

What is the right system, and how should it behave?

Identity · Experience · Interaction · Content · Design systems · Interfaces

Usually leads to → Build

BUILD

Can it reach production, and be maintained afterwards?

Web · Applications · Platforms · Commerce · Cloud · Intelligent systems

Usually leads to → Run

CONNECT

What already exists that we should design around rather than rebuild?

APIs · CRM · WhatsApp Business · Payments · Analytics · Automation · Partner technology

Rarely arrives alone

RUN

Who keeps it secure, effective and evolving?

Monitoring · Experimentation · Optimisation · Support · Continuous development

Feeds back into → Think

COMMISSION

Does this problem deserve something that does not exist yet?

Connected objects · Physical/digital interfaces · Installations · Instruments · Experimental interfaces

Selective — one at a time

Commission

Some problems deserve something that does not exist yet.

Commissions are taken one at a time, and only where the problem genuinely has no existing answer. They are billed as work, not as an experiment funded by the client.

Not sure which of these you need? That is the normal starting point.

Start with a problem