Active Thinking helps organisations deliver great experiences for their customers.We understand how buildings and spaces are designed from the point of view of customers, operators and the people who work there.  By asking and analysing what people are trying to do we can reduce friction, improve experiences and maximise commercial benefits.  This enables us to blend infrastructure, process, and people into efficient and resilient operating models that add value to customers and organisations. We have worked with a variety of organisations across many sectors: Heathrow, Network Rail, Bath University, the 2012 Olympics, Bupa, High Speed 1, the National Trust, Eurostar, STAR Alliance, Optegra Hospitals, Workspace and Bath Abbey. I also co-founded Resilience in Design with Simon Langdon - a cross-sector forum for collaboration and innovation on Resilience.