User Experience & Service Design

In airports, railway stations, law courts, and other complex environments, design decisions directly affect real-life outcomes. That’s why we don’t leave usability to chance. At Humanics Collective, testing is built into our process. It’s how we turn good design into systems that actually work. Human-Centred Means Evidence-Informed Our work is grounded in Environmental Psychology and Behavioural Design . We don’t guess how people will behave. We study it. Whether it’s throug

Some places just feel easy. You walk in and immediately understand where you are, where to go, and what to do. No searching. No second-guessing. No stress. That’s what we call an intuitive environment. It doesn’t happen by accident. It comes from deliberate choices that help people make sense of the space as they move through it. A Space You Can Read Urban planner Kevin Lynch called it legibility: the ability to form a clear mental image of a place. In a legible environment,

Designing Services That Actually Work for People Most service failures aren’t caused by bad interfaces. They’re caused by poor coordination, unclear handovers, and disconnected systems. That’s why we take a different approach. At Humanics Collective, we combine service design and user experience design to shape the full experience, across physical and digital touchpoints, behind the scenes and front of house. We start by mapping the service journey, exposing the friction poi

User experience (UX) and service design often get used interchangeably. But they focus on different layers of the same challenge. Understanding the difference isn’t about labels, it helps projects land better outcomes and avoid costly gaps. User experience focuses on the moment. Service design connects the system. UX looks closely at how someone experiences a single point in time: reading a sign, asking a staff member, finding their way, or using a service. It’s about making

They’re where the experience begins and ends, but carparks are often overlooked. Treated as a practical necessity, not part of the designed experience. When that happens, people arrive frustrated, leave disoriented, and the space in between doesn’t stand a chance. The carpark is part of the journey People don’t arrive at your building. They arrive at your carpark. Navigation starts the moment they approach the site, well before they walk through the front door. If that first

Why Bad Information Hurts Good Places I’ve spent the past years collecting stupid signs. Not for laughs (though some are hilarious). But because they say something serious about how we design, manage, and experience public environments. We’ve all seen them. The taped-up A4 printed in Word. The laminated instructions stuck to the lift. The ten signs screaming from one pole. The permanent 'temporary' note that’s been there since 2019. Stupid signs aren’t just bad communication.

When designing a space, it’s crucial to view it from multiple perspectives to ensure it meets the needs of all users. However, it’s equally important that these perspectives are not considered in isolation. Instead, they should be integrated and balanced through collaborative efforts, bringing together environmental psychology (EP), wayfinding strategy, user experience (UX), and inclusive design. Environmental psychology provides insights into how people interact with spaces