We blur the line between research and design. Well versed in conventional research methodology, we use both quantitative and qualitative tools to uncover people's needs and desires. But we often derive our most powerful insight from the process of design itself. This is because we actively engage stakeholders and end users in the process. Such participation enables these people to share their perspectives on issues as they arise and, as important, to help us evaluate different ways in which they might be addressed. It is this close collaboration that enables us to develop truly meaningful products and services, and to do so within an agile framework.