We work with organisations facing complex challenges to provide clarity, reduce risk, and strengthen decision-making across digital, physical, and cross-channel contexts.
We’re often brought in when progress has stalled, investment is not delivering, or teams need independent judgement to move forward with confidence.
Selected work
Use the filters to explore examples of our work.
- All Work
- Understand the situation
- Decide and prioritise
- Make progress happen
Improving visit planning and on-site orientation
National Galleries of Scotland
Aligning teams around decisions that would most improve visitor confidence and flow.
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Using content performance to inform future decisions
National Galleries of Scotland
Identifying where engagement varied and how approaches should adapt across audiences.
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Setting priorities across a critical digital service estate
NHS 24
Building agreement on evidence-led improvements to support access to health information at scale.
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Improving access to critical sexual health information online
NHS Greater Glasgow & Clyde (NHS GGC)
Understanding how a complex, content-heavy service could better support a universal audience, including people with very different needs, confidence levels, and contexts of use.
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Redefining how a national organisation communicates and presents itself
Cricket Scotland
Grounding major brand, digital, and communication decisions in research with fans, volunteers, professionals, and partners.
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Improving visit planning and on-site orientation
National Galleries of Scotland
Aligning teams around decisions that would most improve visitor confidence and flow.
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Identifying priorities for a service used by a diverse public audience
Lothian Buses
Determining where change would most improve confidence and ease of use across varied user needs and contexts of use.
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Clarifying priorities for a consistent global experience
Webhelp
Creating a common view of performance and priorities to inform localisation and platform decisions.
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Strengthening digital capability to support client retention
Lockton Insurance
Aligning experience and platform decisions around long-term relationship value.
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Reducing pressure on emergency services through better information access
NHS Scotland
Exploring how people could be guided to appropriate care at the right time.
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Testing the viability of a new digital publication
FutureScot
Reducing risk by clarifying audience appetite and operational requirements before scaling.
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Making sense of a fragmented national information landscape
The Scottish Government
Identifying gaps, overlaps, and priorities to inform future policy and investment decisions.
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Turning a complex offline process into a viable digital business
Cuba Casa
Reconciling regulatory, operational, and customer needs in practice.
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Improving how services support micro-businesses
Business Gateway
Informing service and communication decisions through evidence from diverse small business contexts.
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Strengthening communication across an international creative network
The Scottish Government
Clarifying how collaboration and information sharing could better support member organisations.
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Exploring future models of work and wellbeing
NWG Innovation Festival
Developing shared understanding of emerging challenges and opportunities to inform longer-term organisational thinking.
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Testing where emerging technology could create real value
NWG Innovation Festival
Exploring potential service impact and feasibility before committing to investment in unproven capabilities.
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Exploring how technology could support rural communities and environments
NWG Innovation Festival
Assessing where new capabilities could deliver tangible benefit before wider deployment.
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Providing independent judgement to support complex digital decisions
Digital Boutique
Giving delivery teams objective, specialist perspective to reduce risk and maintain quality across high-stakes work.
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Improving a business-critical purchasing journey
Edinburgh Bus Tours
Aligning digital priorities around how visitors research, choose, and purchase in practice.
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Shaping organisational direction around member needs
Scottish Sports Association
Clarifying priorities and trade-offs to support a coherent, member-led strategy.
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Defining how to drive attendance for a new industry event
EventIt
Aligning digital and outreach decisions around what would most influence turnout.
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Translating inclusion recommendations into a coordinated programme of action
Sandyford (NHS GGC)
Supporting health, social care, and community organisations turn strategic inclusion recommendations into a shared, prioritised plan that could be delivered in practice.
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Reframing how critical public information is structured and accessed
NHS Highland
Shaping content and priorities around how different audiences seek, understand, and use information in practice.
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Improving the performance of key digital revenue generating journeys
National Galleries of Scotland
Revealing where experience and operational issues were limiting sales and donations.
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Identifying how acquisition and retention should be strengthened
MDDUS
Determining which capabilities would most influence long-term member acquisition, satisfaction, and retention, and where effort should be prioritised.
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Establishing consistency between perception and experience across channels
Undisclosed Financial Services Organisation
Defining how brand decisions should translate into consistent, practical application.
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Refocusing how reach and conversion should be improved
Undisclosed Financial Services Organisation
Determining which experience and process changes would most influence acquisition and retention.
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Improving the return on retention investment
Undisclosed Financial Services Organisation
Identifying which tactics were genuinely influencing customer behaviour and where effort should be focused.
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Supporting a business-critical investment decision
Undisclosed Insurer
Reducing uncertainty by informing channel expansion choices with evidence and context.
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Assessing how digital capability could support cost reduction and growth
Undisclosed Specialist Insurer
Identifying where investment in self-service would deliver genuine operational benefit.
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Understanding the implications of disruptive market entrants
Undisclosed Financial Services Organisation
Informing strategic and operational decisions through structured competitor analysis.
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Re-establishing a competitive position in a contested market
Undisclosed Financial Services Organisation
Clarifying how experience and service decisions could support sustainable differentiation.
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Shaping a scalable product and service proposition
MDDUS Solutions
Informing the design of propositions that could scale with medical and dental businesses as their needs, size, and risk profiles evolved.
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Stimulating new thinking to inform future client engagement
Undisclosed Global Technology Organisation
Developing shared understanding of opportunities and challenges to support strategic direction.
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Clarifying how a complex product suite should be positioned and communicated
Undisclosed Global Technology Company
Establishing clear value propositions and key messages to support consistent positioning decisions across markets and customer groups.
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Establishing a clearer position for cross-sector IP solutions
Undisclosed Global Technology Company
Defining differentiation and go-to-market direction for IP solutions, and enabling teams to make consistent market-facing decisions across business units and regions.
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Improving how complex technical information is communicated
CGI
Aligning presentation with how clients interpret value and make decisions.
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Strengthening product design capability for future growth
Undisclosed Software Provider
Clarifying how information architecture and interaction decisions needed to scale across models.
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Reducing operational strain through better self-service decisions
Undisclosed Utilities Provider
Identifying which journeys could realistically shift from assisted to self-serve.
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Improving how complex information is presented in a novel interface
Undisclosed Aviation Specialist
Grounding interaction decisions in how users interpret and act on critical data to reduce risk.
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Supporting early decisions on emerging product concepts
Undisclosed Global Branding Agency
Providing independent judgement to help teams focus on concepts with genuine traction.
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Improving the effectiveness of digital campaign investment
Undisclosed Retail Brand
Pinpointing where experience and process issues were limiting conversion and return.
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Simplifying how competing finance options are integrated
Undisclosed Asset Finance Provider
Identifying where complexity was undermining decision-making across brands, retailers, and customers.
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Reframing a complex underwriting decision process
Undisclosed Global Reinsurer
Aligning stakeholders around evidence-led changes to reduce friction and improve decision quality at scale.
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Defining how institutional expertise could be commercialised
Undisclosed Academic Institution
Clarifying viable service propositions and markets to support international expansion decisions.
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Framing a high-value purchasing decision
Undisclosed Manufacturer
Reducing risk and aligning stakeholders around a complex, business-critical buying process.
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Establishing clear decision frameworks for customer-facing experiences
MDDUS
Aligning content, touchpoints, and supporting principles so teams could make consistent, evidence-led decisions as services and propositions evolved.
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Strengthening digital learning to support professional development
Lockton & Law Society of Scotland
Aligning content, format, and delivery around the needs of firms operating in different contexts.
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Understanding how a global sporting event could deliver greater value
Undisclosed Sports Governing Body
Assessing how digital touchpoints could support fan engagement and organisational objectives under significant constraint.
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Rationalising a complex multi-brand digital estate
Undisclosed Sports Governing Body
Clarifying ownership, purpose, and priorities to inform consolidation decisions.
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Embedding a user-centred perspective into transformation decisions
Undisclosed Sports Governing Body
Clarifying how new products should support organisational goals and user needs.
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Exploring the future role of hybrid health and care models
Undisclosed Systems Integrator
Clarifying implications for service delivery through insight from senior sector leaders.
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Demonstrating the impact of digital transformation initiatives
Undisclosed Local Council
Clarifying how employee and citizen outcomes could be evidenced and communicated.
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Digitising a complex multi-stakeholder process
Undisclosed Broadcaster
Reducing uncertainty and unblocking progress by establishing clear requirements and decision points before implementation.
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Aligning brand and communication to support organisational effectiveness
Family Journeys
Clarifying how the organisation needed to present itself to better support staff, service users, and partners.
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Improving access to critical sexual health services
NHS Greater Glasgow & Clyde (NHS GGC)
Clarifying how a mandated technical migration could reduce confusion, manage demand, and strengthen in-house ownership of a service-critical website.
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What our clients think
“Border Crossing UX’s diligence and patience in understanding and unpicking our business has been exemplary. Having such an honest relationship allowed us to address business challenges and meet our challenging objectives.”
Product Manager, MDDUS