An experience design studio for complex systems

We design the experience layer.

The part of transformation that determines whether change is felt, adopted and sustained by the people it is meant to serve.

UAE · KSA · Qatar · Kuwait · BahrainA senior specialist studio

Who we work with

·Health regulators·Government ministries and authorities·Hospital groups and providers·National transformation programmes·Giga-projects and new destinations·Digital ventures·Innovation labs

What you can hold us to

01
Bring the voice of the people in the system into the room where decisions are made.
Experience evidence before the decision, not feedback after it.
02
Build fast and test for real, so pace produces value, not just motion.
Something working at the end of every cycle, in the hands of the people it is for.
03
Build pathways, not projects, so your teams can carry the work on and scale it.
Learning that compounds, and stays with you when we leave.

01 · Point of view

Strategy is rarely the problem.

It lands, or unravels, where people meet the system: a service, a product, a screen.

Most organisations treat experience as feedback, measured after the decisions are made. And most of what a programme learns leaves at handover.

We treat experience as a design input. It shows where effort accumulates, where people adapt to compensate for poor design, where change will hold and where it will quietly come apart. Designed deliberately, it tells you earlier, and it tells you where.

Experience is the leading indicator.

02 · What we do

Make sense of the system. Build what it calls for. Leave the capability behind.

The people who do the research are the people who build. Nothing is lost in the handover, because there is not one.

Each is a way in on its own. Take one, combine two, or run the full loop.

01Sense
Understand how the system is actually experienced before changing it.
- Research and engagement
  Fieldwork, interviews, co-design. Surface what reports miss.
- Experience strategy
  Direction leadership can act on.
02Build
Turn what the system needs into something real, in the hands of the people it was designed for.
- Service and product design
  Designed to be used, not just launched.
- Data and AI
  AI where it earns its place.
03Stay
So that what gets designed keeps evolving after the engagement ends.
- Transformation and capability
  Playbooks, coaching, operating models. Capability that outlasts us.

How teams engage us

Sense only: You have a build team. We bring the evidence and the direction they build from.
Build only: You have the research. We turn it into something real, in people's hands.
Sense + Build: The loop run once, end to end: from fieldwork to something tested and working.
The full spine: Sense, build, stay. The capability lives inside your organisation when we step back.

Everything we make is built to be owned and evolved by your team. We work ourselves out of the room by design.

03 · Work

Three questions we have been asked, and what we built.

01
National health workforce regulator · GCC
How do you regulate a health workforce around the people in it, not just the paperwork?
What we did
Journeys across the professionals the regulator serves, from first registration to renewal, mapped in the field and turned into a prioritised set of service changes.
What changed
Experience evidence now sits inside the regulator's own planning cycle, owned by its team.
02
New destination · GCC
How do you design the experience of a city that does not exist yet?
What we did
Visitor, resident and workforce journeys designed ahead of the built environment, so the experience shaped the plan rather than following it.
What changed
Experience requirements now sit alongside the physical and operational ones in the masterplan brief.
03
New city health system · GCC
What does care look like when it is built around a person's whole health, not a series of visits?
What we did
A care model built around one living picture of each person's health, and two experiences on top of it: a personal companion that helps people understand their health and act early, and a clinician co-pilot that brings the right context into the workflow. Journeys, conversational AI, trust and the operating model to run it.
What changed
A complex data and AI architecture translated into clear human experiences, linking data, intelligence and intervention across both the consumer and the clinical side.

Our work is confidential and our clients stay anonymous by default. Should you want to see more, we will walk you through it directly.

Request a walkthrough →

04 · Beyond the engagement

We deliver the work. We can also leave the capability behind.

Every engagement produces something. Where it makes sense, we go further and stand up a standing capability inside your organisation, run with your people, so the listening and the building continue after we step back. Two of those we have built often enough to name.

Standing capability · 01

The Hub

Makes sense of the system.

A standing research and experience strategy function: continuous listening, journey mapping and prioritisation, embedded in your organisation and run with your people.

Standing capability · 02

The Lab

Builds what it calls for.

A standing build capability working in two-week sprints: grounded needs flow in from the Hub, working services, products and agents flow back into real use.

05 · Ways in

Fixed time. Fixed outcome. A small decision.

Every sprint is the first turn of the loop: you leave with the deliverable, and with the case for what compounds next.

SprintPhaseTimeYou leave withInside it

The Roadmap

Sense2 weeks

You leave withPriorities leadership signsInside itYour evidence on the wall, your leadership in the room.

Service Discovery

Sense4 weeks

You leave withThe case for what changesInside itFieldwork, journey mapping, the service seen end to end.

The Workflow Pilot

Build2 weeks

You leave withOne workflow, agent-assisted, workingInside itPick the workflow, build the agent, run it for real.

Idea to Tested Prototype

Build4 weeks

You leave withSomething real people have usedInside itDesign it, build it, put it in people's hands.

06 · Where we work

Born in the region. Built by its ambition.

The Gulf is not improving its systems. It is reimagining them. We have spent years helping shape and build that transformation, from national regulators to new cities, and we set the studio up here because this is where the work is.

·UAE·Saudi Arabia·Qatar·Kuwait·Bahrain

07 · Before you call

The questions we get asked before an engagement.

How is this different from what a management consultancy does?

Consultancies start from the strategy and work down. We start from the experience and work back. The two fit together, which is why we are often engaged alongside them, but they are not the same job: ours is the human research, the journey design and the follow-through into delivery.

We already have a big-four programme running. Where do you fit?

Alongside it. We are the experience and design specialist within the programme, working with the strategy lead, the technology partner and the delivery team. We have done this with PwC on a national health transformation programme and it works best when we are in from the diagnostic, not brought in to fix adoption later.

Do you go into the field yourselves?

Yes. Fieldwork, interviews and observation are done by the same senior team that designs and builds. We do not subcontract the listening.

Who owns the journey data and the evidence base?

You do. Every map, every transcript, every synthesis is built to live inside your organisation and be extended by your team. The Hub exists so that the evidence base is yours, not ours.

Can you work inside our data residency and confidentiality constraints?

Yes. We can run research synthesis on infrastructure inside your environment, including on-premise inference where required. Nothing leaves the building that you have not agreed can leave.

Where does AI fit?

Where it earns its place. Journey mapping tells us what to build, what to buy and where AI belongs. We do not start with the technology and look for a problem.

What does a sprint actually leave behind?

A deliverable, and the case for what should compound next. A signed set of priorities, a tested prototype, a working workflow. Something you can act on without us.

Have you done this in our sector?

Deepest in healthcare: regulators, authorities, hospital groups. Also national transformation programmes, giga-projects and large-scale events. Reference conversations available for shortlisted engagements.

08 · The studio

A small, senior team that stays close to every engagement.

Oliver Sear

Co-founder

Experience-led transformation across strategy, service design and digital delivery. System-wide programmes with regulators, payors, providers and government across the Middle East and Europe.

Amit Patel

Co-founder

Two decades in design across banking, healthcare and infrastructure. Capability-building for global clients including Spotify, PwC, BNY and Hiscox.

Real impact, not the appearance of it.

Partner

In partnership with Experience Haus, a London and New York experience design studio and school. They redesign the workflow around humans and AI; we design the system around the people in it. One conviction shared: people in the loop, never out of it.

years on the experience layer: 20+years on the experience layer
system-wide programmes: 14system-wide programmes
countries: 6countries

If you are looking for that kind of specialist, we would like to talk.

Within a programme, alongside a broader team, or at the start of something new.

Or write to us directly: hello@hausworks.io