Improve
what matters
Make better sense of what needs to change, then make practical improvements to your services, ways of working, and customer and employee experiences.
Make better sense of what needs to change, then make practical improvements to your services, ways of working, and customer and employee experiences.
Focused one-to-one support
Have a 55-minute session with Loaay to examine a challenge, test your thinking and decide what to do next.
Explore the sessionNeed something different? ▶ Bespoke facilitation. ▶ Speaking.
Consultancy shaped around your challenge
Understand what is actually happening, develop practical responses and help put them into practice across a service, experience or way of working.
Explore projectsNeed something different? ▶ Bespoke facilitation. ▶ Speaking.
Make progress together
Independent facilitation to bring different perspectives into focus, address what matters and determine practical next steps.
Explore facilitationNeed something different? ▶ Bespoke facilitation. ▶ Speaking.
Bespoke learning built around your team’s work and needs
Build the understanding and practical capability your team needs through learning grounded in your organisation’s real challenges.
Explore masterclassesNeed something different? ▶ Bespoke facilitation. ▶ Speaking.
A licensed system for organisations and teams
Give teams a structured way to understand what makes work harder, test focused changes and build meaningful improvement over time.
Explore the systemNeed something different? ▶ Bespoke facilitation. ▶ Speaking.
Customer problems can begin inside the organisation. Friction at work can surface in the customer experience.
TOP (The Outsider's Perspective) connects what customers and employees experience with how work gets done, helping you focus effort where it can make the most meaningful difference.
The emphasis changes with the challenge, but these four actions keep the work grounded in evidence and connected to practical progress.
Bring the situation and the perspectives shaping it into view.
Make sense of the connections, constraints and choices.
Turn that understanding into practical change.
Learn from what happens and refine what comes next.
The client’s initial idea was to offer financing to improve workshop sales.
TOP conducted 35 interviews and supporting research, which showed that financing was not the main barrier. We then defined new customer segments and propositions, and reshaped the service journeys.
With three decades of practical experience, The Outsider’s Perspective is built around Loaay Ahmed, MDes, FRSA.
He leads every consultancy engagement, Strategic Business Therapy session and masterclass, and develops the frameworks and systems behind them.
“Loaay has made a tremendous contribution to NS&I, setting up the Employee Experience discipline across the organisation, adding both strategic direction and supporting delivery of key milestones... Loaay demonstrated high credibility and built trust with key stakeholders.”
Short reflections on services, customer and employee experience, and the work behind them.
How teams collaborate, make decisions, and navigate internal processes shapes what customers eventually experience. Discover why improving CX sometimes requires looking behind the scenes.
Most people already have their own values. So why do organisations need another set? Explore where personal values end, shared values begin, and why the distinction matters.
Employees don't need all the answers before AI arrives. They need space to ask questions. Here's a practical way to help teams prepare with confidence.