PROSPECT HELPS AMBITIOUS BUSINESSES THRIVE

We’re a London-based digital experience design agency.

We’re strategists, service designers, user experience experts, coders and communicators. A multidisciplinary group with a common affinity for finding new ways to use experience design tools and fresh thinking to help businesses flourish. We top up our project teams with independent specialists from a trusted and diverse network of excellence. It’s a flexible approach that keeps our capabilities deep and our costs lean.

 

Founder

Anja Klüver

 

Experience Director

Joelle Bataille

Anja Klüver is Prospect’s Managing and Experience Director with two decades of international experience.

Anja co-founded Prospect in 2006 and has been focused on solving hard business challenges and delivering bottom line impact for global companies and start-ups, launching new brands and optimizing existing services with measurable impacts.

Anja champions a people centred experience design process to deliver great customer experiences that provide tangible value, resulting in happier customers, engaged employees and business growth. She mixes vision with her German pragmatism to deliver feasible and desirable solutions.

She has been responsible for the overall creative vision and processes, new business development and developed successful client relationships with Silverjet, bmi, Nokia Siemens Network, Nokia, Eurostar, Tesco, Dimension Data and Capita, amongst others.

Prior to Prospect, Anja ran her own studio for five years, working with clients that included the Design Council, The Royal Society of Arts, Opodo and the Department for Education and Skills. 

In her career, she has held senior positions with MetaDesign London, Icon Brandlab, FutureBrand Digital, Oyster Partners and design and advertising agencies in Holland and Norway. She was responsible for leading multi-disciplinary teams on projects for No 10 Downing Street, Victoria & Albert Museum, British Airways, The BBC, Unilever, OAG, One2One, Sky, Telefonica Moviles, Bridgeman Art Library, Dutch Telecom and MTV Europe and has won numerous industry awards for her work.

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Joelle is Prospect’s Experience Director. She has been working in experience design and digital since 2005 and brings valuable international experience.

Her work is based on a honest understanding of the customer, while gaining a firm grasp of the business need. Through this empathic yet pragmatic approach, she is able to uncover simple human truths and create experiences that make a measurable difference to businesses and their customers alike.

Joelle works alongside a multidisciplinary team of designers across a range of clients, bringing together strategic thinking and the rich experience of the team. She believes in close collaboration across teams and with clients, solving problems together.

Over the past decade, Joelle has led and designed experiences across fashion, FMCG, health-care, finance, travel, broadcasting, telecommunications, insurance and mining sectors. Joelle has worked with some exciting clients including Virgin Voyages, Orange, Barclaycard, Turnbull & Asser and EE to name a few.

Joelle is passionate about positive design and how technology lives in our everyday lives, altering our thinking and behaviour.

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Client Services Director

Bret Steiner

 

Senior Interaction Designer

René Held

Bret has over 17 years of digital experience covering site development, cross-platform implementation and large-scale communications programmes. Bret’s speciality is working with large organisations. He has a strong background in IT with a unique and successful approach to project management, business development, understanding client requirements, organisational change, while providing strong charismatic project leadership, analytical and decision-making skills. He understands how to leverage the latest trends and ideas and passionate about delivering clear, innovative and targeted messages.

Bret works closely with clients to ensure that the outcomes they seek are delivered — working alongside our design team to ensure we are truly providing the design breakthrough our clients are looking for. He excels in leading passionate teams at the junction of business strategy, technology and design.

He has experience managing and communicating with all levels in an organisation, understands and transforms strategy into deliverables that engage audiences, reduce costs, improve productivity, and increases efficiency.

He has worked with a wide range of clients across many sectors such as Alliance Boots, United Utilities, Allstate Insurance Company, Orange and Caterpillar.

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René brings to the team over 15 years experience in user-centred and user experience design.

Previous assignments covered various design disciplines from brand development and design thinking to information design.

His broad knowledge of web technologies, a varied cultural background and ability to think outside the box makes him a core asset to the project teams he will be helping to guide.

Always having his fingers on the latest trends he has worked on numerous projects that require conceptual and lateral thinking, with a strong focus on delivering innovative communication solutions and producing an innovative interactive component.

René has a multi-cultural background working for high profile clients like the New Zealand Bank, Adidas, Mercedes Benz, BMW, Singapore Airlines, Streets, Telstra, Windsor Great Park, and Unilever in countries such as Australia, Canada, Germany, New Zealand, UK and Singapore.

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Senior User Experience Designer

Luke Romeril

 

User Experience & Service Designer

Gemma Osgood

In the past 12 years, Luke has been responsible for large scale UX solutions and service strategies across sectors and platforms, helping them to develop their digital presence and positioning them as leaders in their respective fields. His clients have included the Post Office, Cisco, AEG, Rackspace, Allianz Insurance, Aviva, Channel 4, TSB Bank and Lloyds.

As a UX designer, his goal is to create functionally intuitive and visually engaging products and services. He believes the complexities of human interaction offer vast opportunities to conceive, innovate, and simplify digital solutions through evidence based user centred design processes.

His expertise covers analysing business process, generating user insights, market and trend research, user experience design, personas, user stories, qualitative and quantitative measurements and testing, content strategy, interaction & visual design and customer journey mapping. He has been line managing and mentoring team members and is experienced at stakeholder and client relationship management.

When he’s out of the office and all his digital devices are switched off, you may find him tinkering with his car, spending time with his 9 year old boy racing RC cars or playing football, enjoying time with his fiancée, or attempting to play guitar.

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Gemma is Prospect's User Experience & Service Designer with a natural appreciation and curiosity of the human mind. She enjoys researching and gaining deep insight into user behaviour that can be used to create digital or physical experiences that solve real life problems and enhance people’s lives.

Since starting her career, Gemma has had the pleasure of working for the large British brands Sky, Macmillan Cancer Support, The AA and Royal Mail. Getting stuck into complicated and technical requirements then turning them into a beautifully simple solution is a core motivator for her.

She also loves learning and mastering new technologies, then sharing those new found insights with her team to constantly evolve her practice and of those around her.

 

Contact Gemma

 

Digital & Retail Consultant, Associate

Gavin Anderson

 

Senior Service Designer, Associate

Stuart Penny

Gavin initially trained as a photographer, but opened his first business at 18 with a music shop specializing in the then new digital wave of technology in music (1983).

From there he went onto producing live events and experiences based around technology, delivering world technology forums for Apple and product launches for Microsoft.

He them moved into early digital TV and staff comms for the automotive industry, still with a thirst for technology and delivering experience, Gavin was head hunted into John Ryan International as Global Head of Technology in one of the world's biggest retail bank consultancy's, there he built the Merlin Centre a $8m look at the retail future and delivered work for Barclays, Lloyds, Citi Bank, Nova Rede and Atlantic in Portugal, Spain, USA and the UK.

Wanting to be where brand, technology and experience cross Gavin was recruited into FutureBrand as Head of Digital Experience and moved to MD Digital for EMEA at FutureBrand, helping set up offices in Norway, Berlin, Sweden and the UK. He was also part of a Global solution group for McCann consulting on global solutions for MacDonald's, British Airways and Fist Asia Bank.

Gavin went his own way he set up a Baby-TV a digital information service in hospitals for mums to be, offering brand led sponsored content although it carries some adverts it lives in a new space of allowing brands to connect to mind models or need states rather than selling products, services or promises.

He also helped design new forms of in store digital mediums with a company called The Qm Group and through Qm offer consultancy on brand led customer experience to many high street retailers from Boots to The Post Office.

In the last 5 years Gavin has dedicated time to digital experience in retail working on projects from Orange to New Look, winning industry praise for the redesign of Game Westfield store, which consistently over performed on sales from day one.

Gavin can blend customer insight with service improvements and innovations that benefit both the consumer and retailer. With regular travel and speaking at industry events he stays informed as technology develops and has a cloud based digital solution at the heart of a future cities innovation led by the Open University.

As a service designer, Stuart helps businesses to improve the services they already have, and works with them to create visions, plans and specifications for new ones too.

Typically, Stuart’s involvement in a project starts early on, collecting insights into customer and business needs. He’ll then use these to inform new designs that are delivered across multiple channels and over time.

It means working alongside client teams in contact centres, retail environments and digital to create joined-up customer experiences that utilise business capabilities and data.

Stuart started his career in design in the early 1990s. His focus on service design evolved from the design practice he developed during and after his MA in Interaction Design at the RCA.

His 20 years in the design industry includes working within agencies on projects for well-known brands such as Apple, the BBC, Microsoft and Bupa, and working in-house in large public and private sector corporations such as Orange, managing teams and defining their services and practices.

 

Financial Director, Associate

Kayla Ente

 

Senior Digital Architect, Associate

Jonathan Hirsch

Kayla Ente, CPA, MBA has developed an expertise in financial planning and business systems consultancy gained through her 25 year consultancy career.  

Her clients have been SME’s in the clean tech sector, including engineering and research firms like Ecofys and the utility Nuon, in the Netherlands.  

In the UK, she has focused on SME’s, supporting businesses owners to grow by establishing their cash flow management architecture.  She is an expert financial modeller, having developed the business model, through her vast energy industry experience, for starting Brighton & Hove Energy Services, an innovative new community energy supplier designed to facilitate the transition to a low carbon energy network.

Jon is a digital architect with twenty years' experience providing design and consultancy to clients who see interactive media as a strategic investment in their business. He loves the challenge of finding elegant solutions to complex problems, designing systems and user experiences that meet both business requirements and customer needs.

Over the years he has also provided research consultancy to government and public sector bodies, particularly around skills and education. He authored the UK National Skills Strategy for Interactive Media, and the National Occupational Standards for the sector.

In his other life, he designed the Hirsch SB-1 Radius electric guitar.

 

Senior Service Designer, Associate

James Sunderland

 

Change Management and Strategy - Custerian

Nicola Collister

With a background in industrial design James has been working in service design and design research for the past eight years. His work has crossed a wide range of fields from consumer health care, mobile telecoms, gaming and UK government. He takes a deeply pragmatic approach to connecting research insights with brand expression and service delivery, utilising service design as a practice to uncover the unseen user insights and fine-tune the detail of digital and physical touchpoints.

Some recent examples of James’ work have included; developing a multi-touchpoint health care service to support patients with a chronic condition, developing a local food information service for stores in the US, and redesigning an out of box mobile broadband experience accompanied by an in store support model. Outside of commercial work James also acts a design educator at London College of Communication and Winchester School of Art where he works with MA level students to build design research and service design approaches into their work.

Nicola Collister is Managing Director of Custerian and likes to pioneer new and emerging ways in which businesses can achieve things. Nicola co-founded Custerian in 2013 following an extensive career working across a broad range of UK FTSE top 100 and privately owned companies.

She regards herself as a pragmatic senior practitioner who has over more than 20 years experience developed through a broad range of skills based around engaging colleagues within organisations to deliver significant transformational change. 

From Service to Commercial roles, this colleague centric approach incorporates best of  breed (in terms of achieving tangible results) from ideas such as Systems thinking, lean/agile methodologies, 6Sigma and Customer Experience (she was the UK’s first main board Group Customer Experience Directors at Shop Direct Group over 7 years ago where she delivered a strategy to grow digital from 18% to over 80%).

This colleague driven, inside out approach to becoming more Customer Centric is based on delivering hard commercial returns though creating an alignment between what your drives greatest return from a brand, that it’s Customers want the most, in a way that increases both customer & colleague engagement and brand empathy. This has been designed and delivered for RAC, N Brown PLC, Shop Direct Group, Yodel, Arrow XL, Utilities, Northern Gas Networks (part of CKI Global), Barratt David Wilson Homes and is currently being delivered for a £6bn UK Retail group. Nicola is recognised throughout the Service industry as a thought leader. Is a regular speaker and thought leader on Customer Centricity and has served as the Chair for CCA Global Industry Council which includes companies such as Telefonica, Royal Bank of Scotland, Teleperformance. Nicola is the current of the Customer Experience Council.

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Achievements


Our work for clients has won many awards. Gongs like that make everyone feel good. They’re a tribute to the power of co-creation.

But the achievements we’re proudest of are the measurable results that our clients report back. More conversions. Improved customer retention. Better organisational efficiency. This is the real value of our work.

Do pop in for a coffee & a chat


Based in the heart of innovation in London, our studio is minutes away from Old Street roundabout. We'd love to host you for a coffee and a chat about what we do.

Directions

From Old Street tube station

Turn right out of Old Street tube station exit 4
Walk up City Road (north)
following the green line for Moorfields eye hospital (5 minutes)

Turn left into Bath Street (4th exit off City Road)
We’re on the fourth floor

By Bus

Old Street: 243, 55
City Road, Moorfields Eye Hospital: 205, 214, 43

Get Directions