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ExperienceLab Putting people at the heart of research, insights and design

ExperienceLab is a people-centred insight, transformation and design agency - powered by Serco. We help organisations to make products and services better for customers.

We’re design specialists that work with brand clients, researchers, consumers and technologists to deliver sustainable business change and data-driven user experience insight. Fully accredited, with a UK hub and a global footprint, we provide valuable insights and impact to organisations across the public and private sector.  

From customer service to digital optimisation and employee engagement; our input drives tangible, effective change across multiple sectors.

Visit the ExperienceLab website

Countries, across 4 continents delivering multi-market research
Research partnerships each year
Years providing insights
Expert research and design employees

Our Services

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Human Insight

We help organisations to make products and services better for real life. Our work is insight-led and grounded in thorough user, market and business research: to get to the heart of the issue and allow clients to make solid, data-driven, informed choices. Services include:

  • Mixed Methods Research

  • Data & Analytics

  • Usability Testing

  • Discovery Research

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Better Design

As service design and innovation practitioners, we go beyond initial research and insight - we're passionate about design that works for everyone. We partner with organisations to transform service delivery, devise new concepts and create memorable digital products, websites and applications through:

  • Strategic design

  • Service design

  • Digital design

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Strategic Transformation

Training, coaching and evaluation is a big part of what we do. We support businesses to develop the capability required to make change stick. By developing the mindset, skillset and toolsets of our clients, the path is paved for continuous improvement and measurable impact. Our transformation tools include:

  • Running experiments

  • Developing capability through training

  • Impact measurement of CX

  • Driving sustainable change

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User testing and research facilities

Our purpose-built, state-of-the-art user testing and research labs in London are available to hire. Our facilities boast:

  • Three, fully equipped usability and testing labs

  • Mobile device hire for full digital testing

  • Remote login, streaming and session share

  • Session recording as standard

Trusted to deliver

We have forged partnerships with brands across the government, financial services, education, tech, transport, retail and utilities sectors.

Read our case studies

American Express

Dubai Airports

Department for Work and Pensions


Transport for London


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Get in touch

If you would like to learn more about the value that data-driven insights can add to your organisation, drop us a line to talk through your needs.

Contact ExperienceLab

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