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About us

We are a team of user researchers, service design and UX specialists working to improve the way people experience services. Our goal: better experiences for better lives.

Through rigorous research-led discoveries we uncover the detail of what users need from your services. We identify the problems worth solving and help you solve them.

User research

Our service design manifesto

Start with the users

Empathy drives action. If you’re only looking at the problem from your own point of view you’re only going to be at best half right.

Evidence not guesswork

Gather evidence and explore hypotheses. Use research-led prototypes and concepts to see what might be possible. Show, don’t tell.

Seek out inspiration

Understanding your users and customers will inspire you to improve your services. Inspire your customers through design.

Make it brilliant

Create something fantastic. We’re only on this planet for a short time, let’s make the most of it by delivering work we are hugely proud of.

Embrace risk

Bravery and bold thinking up front provides space to iterate which mitigates the risk of a mediocre result.

People not resources

People bring different experiences, skills and perspectives and enjoy working on ambitious projects. People never stop learning.

Life is about emotion

Let’s engender positive experience through design because people always remember how you make them feel.

Life is an adventure

Embrace it and see how far it will take you. Work on projects you believe in with people who want to explore and push boundaries.

Reasons people hire us

Integrated research and design

We uncover what users need AND show you how to meet these needs

Service design and UX specialism

We zoom out to explore the big picture and also design specific touchpoints

No technology agenda

We’re not here to sell you a solution, we’re here to identify the problems worth solving

Public sector and health specialists

We understand the sector and have experience of working with multiple service teams

People

Mace&Menter - About us

Verity Whitmore - Head of operations

Verity heads up operations and project management and brings valuable experience of running a growing professional services consultancy.

She heads up operations and project management and brings valuable experience of running a growing professional services consultancy.

Mace&Menter - About us

Sam Menter - founder and MD

Sam directs projects and has a background in research and interaction design and has led the UX design and audience insight on BIMA and BAFTA award winning projects.

He started his career at an embryonic lastminute.com in 1999 and went on to develop his experience at the BBC for eight years.

Mace&Menter - About us

Odessa McLaughlin

Verity heads up operations and project management and brings valuable experience of running a growing professional services consultancy.

She heads up operations and project management and brings valuable experience of running a growing professional services consultancy.

Mace&Menter - About us

Tressa Wiza

Verity heads up operations and project management and brings valuable experience of running a growing professional services consultancy.

She heads up operations and project management and brings valuable experience of running a growing professional services consultancy.

Mace&Menter - About us

Chauncey Okuneva

Verity heads up operations and project management and brings valuable experience of running a growing professional services consultancy.

She heads up operations and project management and brings valuable experience of running a growing professional services consultancy.