img-malcolm.svg Looking for Malcolm! - our customer self service platform?

Delivering your digital ambition

We create transformative customer centric products & websites that differentiate your business and give your customers a better experience

What we do

Since 2003 we've been making a real and measurable difference to our clients business.

We are passionate about making your customers love you!

Our skill set includes:

Solutioning & design illustration

Solutioning & design

  • End to end customer servicing strategy, solution, design and implementation
  • Customer journey / touchpoint mapping and enhancement
  • Brand, positioning, look and feel development
  • User interface design, information architecture, application design, UX
  • Product conceptualisation and design
  • Dashboards and data visualisation
Technical development illustration

Technical development

  • Website and web application development including SaaS applications
  • API development & integration (we frequently work with legacy & third party systems)
  • Development of presentation, orchestration and integration layers
  • Multichannel application development, eg web, mobile, sms, email, voice, chat (live & bots)
  • Rapid prototyping
  • Testing
Content illustration


  • Copywriting, content audits, tone of voice development
  • Ongoing content generation for websites, socials, blogs, email communication etc
  • Asset creation eg visual/motion graphics, infographics, explainer & training videos
  • Production of master kits / guides / templates for in-house team takeover
  • Ad-hoc or ongoing support for in-house teams
Operations & management illustration

Operations & management

  • Hosting and hosting management
  • Application support
  • End user support (eg ticketing / social media responses)
  • 24/7/365 monitoring, management and incident response
Centtrip screenshot Barclays screenshot Quotemehappy screenshot OnTrack screenshot

Our projects

Over the years we have worked on a wide range of projects for clients large and small. You can see some examples here.

See some examples
Centtrip screenshot Centtrip screenshot

Our work with leading fintech Centtrip has included brand evolution & positioning, the design & build of their content managed website, the design of various marketing assets & the roll out of a customer support solution using our Malcolm! customer service platform. |

OnTrack screenshot OnTrack screenshot

We’ve worked with On Track Retail on numerous projects that have included visualising product propositions, designing customer software flows & end to end interface design.

Outernet screenshot Outernet screenshot

We’ve been working with retail/entertainment game changer Outernet since their inception in 2018.

Projects have included brand evolution, the design & build of their content managed website plus various assets, digital tools & initiatives, some of which use our Malcolm! customer service platform.

Just Eat screenshot Just Eat screenshot

In 2021 we designed & built a brand new content managed website for Just Eat’s Flyt division.

Freemarket screenshot Freemarket screenshot

We rebranded payment focused fintech Freemarket as well as designing & building a new content managed website. We also gave their payments application a new look.

ORIIUM screenshot ORIIUM screenshot

We evolved the brand of ORIIUM, a provider of data & application solutions delivered via channel intermediaries & also designed & built a content managed website.

Chateau Denmark screenshot Chateau Denmark screenshot

In the heart of London’s West End, Chateau Denmark is a hotel experience like no other and is due to open in 2021.

We designed & built the pre-launch Phase 1 & full launch Phase 2 websites. As well as being fully content managed the websites also integrate with various marketing, CRM & inventory management systems.

Barclays screenshot Barclays screenshot

We have worked on several customer servicing applications for Barclays. These include a desktop application used by personal bankers in Hong Kong and London to verify the identity of high net worth individuals (interfaces with Nuance voice biometrics), internal staff facing ChatBots that use AI to automate routine tasks and anti-fraud management tools that enable Barclays and Barclaycard staff to analyse and spot trends in customer reported Phishing emails.

Quotemehappy screenshot Quotemehappy screenshot

Acknowledgement has a long heritage of working in the insurance space and we work with several major insurance brands including QMH which is part of Aviva.

We worked with the internal QMH product, marketing and technical teams to reimagine and redesign the customer facing Quote & Buy, Onboarding, My Account & Claim Management journeys.

Esure screenshot Esure screenshot

When working with esure’s product and technical teams we used a start up style approach, to rapidly workshop and visualise possible customer facing products & propositions.

At the same we were able to advise technical development approaches which matched the desire for rapid time to market with the constraint of legacy systems, large data sets and no possibility of downtime.

EDF Energy screenshot EDF Energy screenshot

For 4 years (2012-2016) we designed, developed & operated EDF Energy’s customer sales & servicing platform. This included the end-customer sales and self service platform as well as the more comprehensive system used by call centre staff.

This work drove a massive digital transformation at EDF Energy and involved a large amount of solutioning, legacy system integration and high availability 24/7/365 hosting and performance management.

DCM screenshot DCM screenshot

Digital Cinema Media (DCM) is the UK’s largest provider of cinema advertising. Their cinema customers include Odeon, Vue, Cineworld, Curzon, Everyman and many smaller cinemas.

To provide more complete data to advertisers we designed and built a real time audience attendance application which their cinema customers use to report attendance figures. As you’d expect it consumes and publishes data from/to various internal DCM systems and provides comprehensive management reporting.

OnTrack screenshot Social network screenshot


A lot of the work we do is confidential so we can’t feature it on our website.

Contact us to find out more about recent projects including customer journey design for a major transport group and online customer servicing design and development for a major financial institution.

Some of our clients

  • Centtrip
  • Outernet
  • Just Eat
  • Quotemehappy
  • Barclays
  • DCM
  • Esure
  • More Than

Meet the team

Our experienced team brings business, design and technical expertise together to create solutions that your customers will love.

  • Head and shoulders silhouette

    Tom Jordan

    Managing Director

    Tom has over 15 years of hands-on experience that spans digital production, strategy, business development, product development & operations.

    His client experience spans tech start-ups to established FTSE 100 companies. A graduate in Business and Accounting from the University of Exeter, he previously worked for internet incubator Brainspark, AOL, MAMA Group, Tangozebra (now Google) and advertising agency Fallon. He set up Acknowledgement in 2003.

    Outside of Acknowledgement he has business interests in software, music, travel and property.

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  • Head and shoulders silhouette

    Tom Blakemore

    Head of Technology

    Tom has over 10 years technical and design experience working on web and mobile projects ranging from small content-managed websites to large, business-critical applications.

    Whilst earning a Masters in Mathematics from Warwick University, Tom unexpectedly discovered his true passion was the web (rather than numbers) and the focus switched from trying to solve the unsolvable to designing and building stunning-looking web applications.

    After starting out in a small team for the UK's largest consumer organisation (CAMRA), Tom moved to Acknowledgement in 2010 to join one of the the finest development teams in London and work on exciting and challenging projects.

    Away from a keyboard Tom loves nothing more than listening to live music in a traditional pub with a cracking pint real ale.

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  • Head and shoulders silhouette

    James Caddy

    Head of Design

    James has over 15 years experience leading creative teams whilst creating visual interfaces for web applications and online marketing.

    Since graduating with 1st class honours in 2000 from the Arts University Bournemouth and winning an award from the Royal Society of Arts, James is lucky enough to have worked with well-known high street names as well as up and coming brands whilst being part of teams at MSD, Oyster (now LBi), Yammayap and Acknowledgement.

    James lives and breathes design, but also enjoys photography, playing badminton and reading science fiction novels.

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  • Head and shoulders silhouette

    Phil Murphy

    Non-executive Director

    Originally an intellectual property lawyer, Phil moved in-house to work with an online video games "dotcom" and subsequently co-founded Channelfly plc, which became MAMA Group, which floated on AIM in 1999. Since then he's worked in music, media and live entertainment, including a stint as the Managing Director of Live Events at BBC Worldwide.

    Phil is a director and shareholder of Vision Nine Entertainment Holdings plc, an event and marketing business that, amongst other things, operates the Boardmasters and NASS festivals in the UK and which was recently announced as the preferred operator of the legendary Isle of Man TT motorcycle event by the IOM government.

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Get in touch

Acknowledgement is based in Old Street, London, UK.

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