How User-Centric Thinking Drives Scalable Technology

(Featuring Ade Thompson, Founder of imageHOLDERS)

Watch the full interview on YouTube

When Ade Thompson founded imageHOLDERS over a decade ago, his goal was simple but radical. Make technology work for people, not the other way round.

Having spent years in product design, Ade had seen countless brilliant innovations fail because they weren’t usable, scalable, or aligned with how people actually interact with technology.

“Technology only scales when it’s intuitive,” Ade explains. “If it’s designed for the user, it grows; if not, it disappears.”

The Power of Simplicity

Ade’s career began in product design consultancy, where he helped organisations implement technology into user journeys. He observed a consistent pattern: projects failed when they focused on the tech rather than the human.

“The most successful technologies in history, the wheel, the iPhone, are those that are easy to use,” he says. “They evolve and scale because they’re designed for people first.”

That philosophy inspired the creation of imageHOLDERS: a company built to help businesses “house” technology in beautifully engineered, user-centric enclosures that simplify interaction and drive adoption.

The Rise of Self-Service and Digital Endpoints

Today, imageHOLDERS is recognised globally for its work in self-service kiosks and digital endpoints across retail, hospitality, transport, and healthcare. The company sits at the intersection of design and technology, helping businesses create accessible, intuitive solutions that enhance customer experience while driving operational efficiency.

The growth of self-service is extraordinary. The global market is projected to rise from $34 billion in 2024 to $62 billion by 2030, an annual growth rate of around 11 percent.

Ade says automation is transforming the way transactions happen. Roles that once relied on people are now handled by self-service systems, biometric payments, and other digital processes that simplify everyday interactions.

Accessibility and Digital Inclusion

A recurring theme in the discussion is accessibility. Around one in five people globally experience some form of digital exclusion daily, through disability, language barriers, or limited access to technology.

Ade argues that inclusive design isn’t optional. “Our vision is to make technology accessible for everyone, regardless of ability or background. That means designing out exclusion.”

From tactile labels and LED guidance systems to modular kiosks that adapt to different users, imageHOLDERS designs every detail with human interaction in mind.

Designing Out Obsolescence

Technology moves fast, but Ade believes thoughtful design can make it timeless. “We design to avoid obsolescence,” he says. “That means creating modular kiosks with ‘space envelopes’, room inside for future components like cameras or payment systems.”

It’s a philosophy that strikes a balance between innovation and practicality. Devices change, software evolves, but the physical design remains adaptable.

Portability and the New Frontier of Flexibility

One of imageHOLDERS’ fastest-growing product areas is portable kiosks powered by high-capacity batteries. These mobile units can run for up to 36 hours without cables, allowing businesses to position them wherever they’re needed, ideal for healthcare, airports, or busy retail environments.

Ade explains that portable kiosks remove the need for fixed power and data connections, which can cost around £6,000 per point to install. They also allow businesses to test different locations easily and avoid disruption from cabling.

Beyond the Kiosk

While some companies still rely on standardised self-service terminals, Ade sees a shift toward greater personalisation. “There’s still demand for simple solutions,” he says, “but enterprise clients increasingly expect tailored systems that integrate biometrics, AI, and cloud connectivity.”

Edge Computing and AI

Looking ahead, Ade envisions kiosks that use edge computing and AI to predict needs and personalise experiences, technology that can, for example, scan a passenger or patient and provide relevant information instantly.

Ade explains that their goal is to make technology so intuitive that users almost don’t realise they’re interacting with it.

Ade’s biggest lesson?

Ade explains that imageHOLDERS doesn’t build software or devices itself but works closely with specialist partners across the industry. He believes collaboration and open systems are essential to driving modern innovation.

That spirit of collaboration has allowed imageHOLDERS to become more than a manufacturer. It’s now a bridge between technology creators and the people who use their products every day.

Ade believes the future belongs to those who combine empathy with engineering.

He says we are living in the most exciting time for design and technology, and that focusing on human experience will make innovation truly universal.

Watch the full conversation on YouTube