Client- Scottish Outdoor Education Centres: This project was in response to the clients request to 'observe the organisations operation design, and suggest opportunities for delivery improvement', in line with their business aim to generate more profit. The tool-kit was designed to supply the organisation with methods and instructions to hand-out to internal staff and volunteers. The kit focuses on methods which capture and share informal feedback from their current customers, and techniques which can measure the confidence change in a customer participating in their service. The overall aim of the tool-kit was to help encourage a culture of self-promotion and online story sharing, to show off the organisation's value, and therefore help to reach potential new funders and customers, through the continuous integration of the tool-kit being used amongst the organisations front-line staff.