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  1. Digital Marketplace
  2. Lot 3: Cloud support
  3. Service design (SD)
Mace & Menter

Service design (SD)

Our user-centred service design will prioritise what users are trying to do and ways services or products can meet their needs to ensure the biggest impact for users. We test and iterate service concepts to improve user experience across end-to-end journeys and online/offline channels, within technology and policy constraints.


  • Tailored, user-centred design approach
  • Co-create/Co-design workshops with stakeholders, organisations and communities
  • Agile, iterative, outcome-based delivery to GDS and NHS service standard
  • End-to-end service design, covering touchpoints across offline/online channels
  • Experienced team of service design specialists, dedicated to your project
  • Approach that integrates upskilling and knowledge transfer
  • Quick onboarding and integration with agile, multidisciplinary teams
  • Inclusive, accessible research and design practices, based on participant trust
  • Impactful project outcomes, including videos to share across the organisation


  • Prioritise user needs over system and technology
  • Translate research evidence into service concepts to solve users’ problems
  • Have confidence in evidence-led design decisions to support service assessment
  • Be confident your service integrates well within wider context
  • Feel confident in the quality and benefit from innovative approaches
  • Build your team’s research and design capabilities
  • Work as one blended team from the start
  • Hear from seldom-heard, under-represented and vulnerable groups
  • Build empathy and influence across stakeholders


£400 to £1,250 a person a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

3 0 8 7 4 5 3 2 5 8 5 0 2 8 6


Mace & Menter Sam Menter
Telephone: 0117 251 0177


Planning service
How the planning service works
Whether you need to launch a cloud service or product from scratch or revitalise a legacy system, user research is fundamental to developing an effective service and avoiding costly investments in solutions that don’t meet users’ needs.

We will work with you to determine the viability and future shape of the service through discovery, alpha, beta and live. We work to the GDS and NHS service standard and involve users throughout.

Planning is fundamental. We collaborate with project teams and stakeholders to immerse ourselves in the service and ensure we involve the right participants in research.

Our highly experienced researchers and designers will help you define and deliver the targets you set for the project. A dedicated delivery manager will coordinate research logistics, sprint kick-offs, workshops, stand-ups and show and tells. Our careful upfront planning will deliver an efficient project that quickly delivers the insight you need to make critical decisions.

We are rigorous in our approach and will apply our proven processes that we have used with clients across central and local government including NCSC, Cabinet Office and DCMS.
Planning service works with specific services


Training service provided
How the training service works
Our goal is to help organisations become more user-centred and shift mindsets to focus on user needs. Our approach integrates upskilling and knowledge transfer as standard. We work in the open as one team to drive decisions collaboratively, taking every opportunity to build internal capabilities and enable sustainable benefits.

When you work with Mace & Menter, your internal teams will have the opportunity to work alongside our experts and learn new skills. In addition, we run training tailored to your team’s specific needs in: user research, service design, interaction design and prototyping.
Training is tied to specific services

Setup and migration

Setup or migration service available

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
We have established, proven processes to ensure quality assurance for the work we deliver. Our consultants bring in over 20 years of experience, integrating best practice and innovative solutions to the project delivery and management.

We take an agile, outcome-based approach to user research and user-centred design, in line with GDS and NHS service standard. Through regular rounds of QA and user research we make sure designs are working and meet user and business needs before moving to alpha or beta stage.

Security testing

Security services

Ongoing support

Ongoing support service
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We support these services through ongoing UX and user research.

Service scope

Service constraints

User support

Email or online ticketing support
Email or online ticketing
Support response times
All support will be responded to within four hours.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Support levels
You will have direct contact with any of our consultants dedicated to your projects. You will also have a project manager who you will be in direct contact with throughout the engagement.


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Social Value

Tackling economic inequality

Tackling economic inequality

We have an Equality, Diversity and Inclusion Policy and Action Plan in place. This covers policies, training, leadership, monitoring and recruitment, with time-bound actions. E.G. we are launching an internship scheme (The Academy, April 2022) to help recent graduates from underrepresented groups get into the industry.

We support communities to tackle skills gaps, including donating office/lab space to Afrika Eye, Bristol filmmakers from Black/minority communities, and attending Employer Panels in schools to highlight job opportunities for young girls.

Inclusive recruitment
- Working with recruiters to include candidates across protected characteristics
- Diverse makeup of freelance contractors
- Interview structure ensuring underrepresented groups are not disadvantaged
- Gender-neutral, accessible job descriptions

Culture of diversity
- 50/50 male/female staff balance, including management team
- Extended paid maternity/paternity leave for all genders
- Promotion, pay and reward processes developed collectively
- Adjustments for team, e.g. working from country of origin, additional language lessons for ESL team (37.5%), equipment for staff with physical limitations
- Team: 36% White British, 13% White Irish, 38% White European, 13% Other mixed backgrounds, six nationalities

Measuring and reporting
We measure the breakdown and characteristics of our workforce biannually. Our anonymous staff surveys help us understand team diversity, their needs and where we can improve. Our latest survey revealed 100% of our team felt valued and considered.
We track attrition rates and protected characteristics of leavers. Through exit interviews, we ensure we capture ways we can improve diversity and inclusion.


£400 to £1,250 a person a day
Discount for educational organisations

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.