Taking a relational approach to co-designing the services that impact people's lives.
What we do
We specialise in service design.
At Joy, we are specialise in designing services. Our founder, Emma Parnell, has over 15 years experience as a designer working across all sectors.
We help organisations take a relational approach to consciously designing the services they deliver. We do this through a practice that builds trust with, and compliments the skillset of, frontline service delivery staff. We advocate for true co-design that brings the people who use services into the heart of the design and decision making process.
We love fixing the basics. Our world is filled with services that have never been consciously designed. Often applying some thought, time and care to these experiences can make life a little easier for people, and maybe even bring them joy.
“The breadth of Joy’s experience means that they bring huge amounts to any project. The thing I value most about working with Emma is that she brings challenge to the work we do together. We now have a vast insight base for us to start thinking differently about how people apply to join Q all based on genuine user insight.”
— Betty Sue-Smith, Digital manager - Q
Who we work with
Organisations who are ready to make real change to actual services.
We work with organisations primarily in the public or charity sectors. We have worked with startup charities like The Cancer Awareness Trust and Paws for Pause to help them shape brand new service propositions in the early days.
We have also worked with larger, more established, charities like The Health Foundation and Drink Aware to redesign existing services to make them work better for the people who use them.
We have also work with local Government to design the services people need like complaints and recruitment.
Newham Council
Newham Council were going through a significant redesign of their complaints and enquiries service. They were looking for support to design three key parts of the new service; the front-door, an internal triage process and the responses back to residents.
Q - The Health Foundation
Q, a community of people working together to improve health and care, were looking to redesign how people apply, join and are welcomed into the community. With a goal of growing their membership, they needed to think about both the strategy and the detailed user journey.