How digitally included are Camden residents, and what support is needed across the full access spectrum?

100kicks was commissioned by Camden Council to explore digital exclusion. We combined desk research with a 2-week ethnography in libraries and community spaces. We found digital inclusion exists on a spectrum shaped by income, age, language, and safety concerns. Our recommendations have since informed Camden's approach, with a team now working alongside community centres and libraries to create long-term digital access strategies.

What do brokers and customers experience during stressful policy binding, and how can we map that journey?

We worked with a marine insurance client to understand their policy binding journey. Through interviews and service mapping, we found that relationship management, accurate communication, and the role of automation were central. Clients preferred precision over speed. Email remained the dominant channel. We delivered actionable recommendations and shared broader reflections in a blog post connecting marine insurance and uncertainty.

How might people use a smartwatch to navigate a city in intuitive, context aware ways?

Commissioned by Google, we ran discovery and contextual research across two phases. From card sorts to co-design to real-world GoPro testing, we learned that small maps, haptic feedback and real-time orientation were essential. Our findings shifted internal assumptions and contributed to rethinking smartwatch navigation with safety and usefulness in mind.

Why are 10 percent of Tesco’s online delivery payments failing, and what can be done to fix this?

We ran a 12-week project combining deep interviews with prototype testing. The core issue? Customers believed payment was taken immediately, leading to unexpected failures. We also found those on tighter budgets were disproportionately affected. Our findings led to design changes and a 5.75 percent drop in failed payments—demonstrating the power of empathetic and inclusive research.

How can genomic testing become as accessible and fast as a standard blood test?

We explored how long genomic testing timelines impact patient trust and access. Our research included interviews with patients and clinicians, mapping pain points and recommending design principles to build a more accessible, humane experience. Under NDA!

What are the barriers to data sharing between DLUHC and local councils, and how can they be addressed?

As lead researcher, Afreen led discovery interviews and systems mapping to understand why local authorities and central government struggle to share critical data. This included surfacing both policy-level and trust-based challenges that shape these data flows. Findings supported new pathways for collaboration and safer, more transparent practices.

Are Triver targeting the right users, and what does the future of invoice financing look like?

In a short but impactful project, we spoke to accountants and small business owners to understand current frustrations in the financing landscape. Our insights helped Triver refine their product and messaging, ensuring the proposition felt both trustworthy and needed. The outcome? A clearer, sharper path to growth and credibility in a cautious market.

How can we improve the voting experience for disabled voters in the UK?

Working with MHCLG, we reviewed prior policy work and led direct research with disabled voters. Insights helped shape small but meaningful changes; like improving font size options in postal voting. The project spotlighted how accessibility lives in everyday details, not just large reforms.

How can we make the process of voter registration easier, more inclusive and more efficient?

We conducted a discovery sprint based on electoral commission data showing young renters and underrepresented communities are least likely to register. We interviewed voters and registration officers to co-create interventions that are both civic-minded and practical. Our work is informing ongoing strategies to build trust and participation.

How can an EDI startup evolve its product and identify promising new market directions?

Having succeeded in the school's space, this startup wanted to grow. We ran qualitative research across private and higher education sectors, assessing appetite and barriers. Through collaborative workshops and clear prioritisation, we helped shape a roadmap for sustainable, values-aligned growth.

How can ESEA Music better understand their community through a well designed, non extractive survey?

Working with ESEA Music, we co-created a reflective, community-first survey for ESEA creatives in the UK music industry. The process involved collaborative question design, community testing, and gentle facilitation tools like a meditative playlist. The insights gathered were rich and complex, helping shape a fuller understanding of identity, belonging and exclusion in music spaces.