Service design for complex organisations

Turn service confusion into operational clarity—with the rigour that works in government, the pace that works in business.

Your service is broken somewhere—usually where policy meets operations meets users. Herlig Design finds where, and more importantly, how to fix it. We bring a decade of UK government experience (Alpha/Beta/Live delivery, GDS methodology, defence and justice programmes) into advisory and delivery work that actually lands. We're evidence-led. We're pragmatic. We don't do theoretically perfect.

Start a conversation

Looking for someone who speaks both government and business, and can bridge the gap? We're available for strategic advisory, discovery, and embedded delivery roles.

Trusted across central government, devolved government, defence, justice, and welfare services.

UK-based · Service design · Research · Strategy

Selected clients

Experience shaped in environments where services matter.

Herlig Design brings the assurance of public-sector work into commercial settings: evidence-led, accessible, collaborative, and pragmatic.

Public sector

UK Ministry of Justice

Public sector

Social Security Scotland

Public sector

Ministry of Defence

Public sector

Department for Work and Pensions

Private sector

Nutrigenics

Private sector

Apart of Me

Private sector

Second Home

Private sector

Black Butter Records

What Herlig Design does

Practical service design for decisions, delivery, and change.

Support can be shaped around a discovery sprint, a delivery team, or a leadership challenge. The work stays close to users, constraints, policy, operations, and measurable outcomes.

Discovery and evidence

Research, synthesis, service mapping, and opportunity framing that helps teams understand what is happening and where to act first.

Design delivery

Embedded service design support for multidisciplinary teams: prototypes, journeys, content, operating models, and design decisions that survive delivery pressure.

Strategy and alignment

Clear narratives, principles, roadmaps, and decision support for leaders who need to connect user needs with business, policy, and operational realities.

How the work feels

Quietly rigorous. Openly collaborative.

The best service design work makes complexity visible without making it heavier. Herlig creates the conditions for teams to see clearly, decide together, and move safely.

Understand the service system

Map user experience, policy intent, operational reality, data, content, channels, and governance so the team can discuss the same service.

Shape options with the people involved

Use research, prototyping, and facilitation to turn uncertainty into options that are honest about constraints and useful for decision-makers.

Move from insight to delivery

Leave teams with the artefacts, language, priorities, and confidence they need to keep improving the service after the engagement ends.

New clients

If you’re trying to make a complex service easier to understand, use, or deliver, let’s talk.

Useful first conversations are usually about the shape of the challenge, the decisions ahead, and where service design could create momentum.

hello@herlig.design

Based in the UK · Available for advisory, discovery, and delivery support

Service design for public value and commercial clarity