What we do

What we do

We are a learning organisation: We support our clients and their audiences to reflect and learn, and through this we develop and shape our approach.

Our unique mix of clients span the Art, Science, Cultural, Higher education, Digital and Corporate sectors. This has enabled us to build up a deep understanding of people, participation and the impact of a well-designed project. Since 2016 we have delivered 100’s of projects, spanning digital strategies, educational content, and evaluation, and our particular expertise includes:

Audience research: Who engages with you and why? Who doesn’t? How do people experience your services?

Story of Change: Planning and evaluating projects, developing tools to facilitate and capture change.

Public Engagement with Research: Training and mentoring for researchers, evaluating impact for publics, researchers and institutions.

We apply Experience Design Thinking to our work, an approach that takes the experience of an individual as a starting point, defining the change you want to see before choosing the tools to achieve or measure this.

A key tool that has evolved from this approach is our Engagement Thresholds model, which defines engagement as a journey rather than an end goal. We use it to help clients to design better experiences, assess the depth and reach of engagement, and identify barriers in the way.


There are many models that illustrate different levels or modes of engagement, but at Flow we find it more useful to think about engagement as a series of thresholds that are passed through en-route to a deeper impact.

Our Engagement Thresholds model helps people to see engagement as a means to an end rather than an end goal. We can use it to help you to design better experiences, assess the depth and reach of engagement, and identify barriers in the way.

The extent to which people pass through these thresholds depends on the individual, their context, and their experience of the event, activity or service you are offering. For example, thinking participants in a workshop, people who arrive looking for information or help (threshold 3) may leave feeling confident and motivated if they are given the tools to apply their new knowledge (threshold 4) which in turn enables them to make changes for themselves. For others less confident about attending the same workshop it may be enough that they feel welcome and included (threshold 1), and if it feels relevant to them (threshold 2) they may leave feeling they have learned something useful.

‘Empowerment’ is also not the end goal, it is simply another threshold through which someone must pass in order to feel the deepest impact. This impact might come from a person being empowered to create changes in their life, through accessing your resources. Designing an experience that helps people to pass through these thresholds makes impact more likely because you are creating the conditions for change.

If you would like a high resolution PDF version of this model or arrange a call to talk through its uses please get in touch. We would love to hear your thoughts, and if you would like to use it please credit Flow Associates and link to our website.