Our work

Healthcare, we have been working on a tele-medicine project for a global pharmaceutical company. 

New media, we have been working at BAFTA to deliver a business transformation program for independent TV production companies. 

Consumer electronics, we have been looking at new user experiences and services for home TV's of tomorrow.

Service design, we have been developing a service experience strategy for a new form of virtual digital business incubation center.

Education and learning, we have created the visitor experience strategy for the Science Museum's permanent exhibition on climate change.

Firsthand

Founded in 2002, and based in London, we work to help business innovators and entrepreneurs get the "product / market fit"  of a future venture right, early on in the development process.

We work with organisations of all types: global corporations, non Governmental organisations, third sector businesses, and start-ups, consultancies and agencies.

In short, we believe that placing real human concerns at the beginning of product and service development activities not only makes innovation process more purposeful, but more effective and efficient too.

Matt Marsh

Matt Marsh is creative director at Firsthand Experience.  Prior to setting up Firsthand Experience in 2002, Matt was studio leader of IDEO London and head of design research at IDEO San Francisco. Previously 'user-centred design and innovation envoy' for the Design Council, Matt has created award-winning customer centred services, products, software, systems and environments.

He is a member of the Institute for Human Factors and Ergonomics Professional Affairs Board, and is a visiting professor at London's Ravensbourne College of Design and Communication. 

He is also the curator of the people-shaped campaign website - a call for a more human-centred approach to innovation. He has recently spoken at TEDx and the UN in Geneva on the benefits of People-Shaped innovation approaches.

Download Matt's biography (pdf).