Projects and Partnerships

ISR is involved in various research projects ranging from short term projects involving students to large multi million project involving a team of top researchers. Our current projects are:

Hub of all Things (HAT)

Roger Maull has been awarded  £117,000 from the RCUK Digital Economy programme as part of a £1.2M project entitled the Hub of all Things (HAT). The Hatters are a team of researchers led by Prof Irene Ng (Warwick Manufacturing Group) and include research groups based in Nottingham, Cambridge, Warwick Business School, Edinburgh and UWE.

The HAT will take data from sensors placed around the home along with ethnographic data on behaviour and use various modelling approaches to identify relationships amongst the datasets. It is anticipated that we will be able to identify potential new business models emerging from the analysis.

New Economic Models of the Digital Economy (NEMODE):

NEMODE is an initiative under the Research Councils UK (RCUK)’s Digital Economy (DE) research programme to bring together communities to explore new economic models in the Digital Economy. The project, which began in April 2012, has funding of £1.5 million over the next three years. The grant will be managed by ISR’s Professor Roger Maull and a team of co-investigators including Prof. Irene Ng, Warwick Manufacturing Group, University of Warwick, Prof. Andy Neely, Institute for Manufacturing, University of Cambridge and Prof. Mike Chantler, Heriot-Watt University.

NEMODE focuses on New Economic Models, one of four RCUK DE Challenge Areas (the other three being IT as a Utility, Communities and Culture, and Sustainable Society). It aims to create a network of business people, academics and other experts who will identify and investigate the big research questions in new economic models that have arisen as a result of the digital economy’s fast-paced growth.

The project aims to inform policy on issues pertaining to the digital economy and engage with SMEs to stimulate new ideas and the creation of new markets. NEMODE will also inform business sectors and large companies about the changes necessary to enable them to take advantage of the opportunities created by today’s technologies.


Customer Experience Management:

The goal of the research is to develop and provide diagnostic and benchmarking tools for managers seeking to assess and/or improve their organisation’s ability to propose a successful customer experience. The first tool is an ‘experience fitness test’ that assesses the current capability of the organisation to propose a successful experience across service channels and touchpoints. The tool makes it possible to assess the “as-is” situation as well as to identify areas for improvement. The second tool is a benchmark report analysing the principles and practices of customer experience design. The report will highlight how organisations have addressed the challenges of designing the service system for experience. The research focuses on non-experiential, multiple channel service organisations (e.g. Telco, Financial Services, Logistics, and Utilities) as well as on experience-centric organisations. The field work for the research is well underway. We have been conducting interviews and collecting other data (e.g. journey maps, presentations, performance reports) with several organisations. We are now looking to get access to other organisations to include in our sample of case studies.



Patient Experience Quality

ISR has been given access to patient feedback data for UK health services from Patient Opinion ( The team is currently in the process of analysing a variety of patient stories to identify and validate attributes of experience quality from the perspective of the patient. The resulting patient experience quality scale will then be validated, and the relationships between patient experience quality, patient satisfaction and behavioural outcomes will be tested using a more quantitative technique such as a traditional survey or q-sorts.

South Devon Healthcare Foundation Trust

ISR, in collaboration with Peninsula Medical School, are currently engaged in a programme of research with South Devon Healthcare Foundation Trust. Senior Research Fellow Dr. Mike Williams and Juliet Hall are involved in helping to understand the variation in patient demand, and how services are organised to meet that demand, along the pathway of care.

Maximising the use of Tiverton Hospital

Dr. Mike Williams and Juliet Hall are involved in a team of researchers gathering views from the local population about how to maximise the use of Tiverton Hospital. Over 500 questionnaires have been returned so far. This project also includes advice on potential future business models and detailed mapping of patient flows.



EDF Energy

ISR is to commence a £100 000 collaborative research project with EDF Energy Ltd. The project will develop new research into High Involvement Innovation and maintaining an effective Innovation activity across EDF Energy’s B2B business group.

Collaborative Innovation Research

ISR is to commence a £160 000 collaborative research project with Devon County Council, The Environment & Sustainability Institute, Cornwall and The Watershed & Pervasive Media Studio, Bristol.  The project looks at developing innovation management capability and new models for knowledge transfer.

For more information on any of the projects in ISR, please contact the centre.

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