Client challenges that we solve
- How can the company improve customer experience and increase retention and revenue?
- Do customers perceive the customer journey we provide as more valuable than our competitors’ offerings?
- What insights have we missed in our research or data that could yield new business opportunities?
- How can we establish processes that more consistently drive idea generation and innovation?
- How can we better translate our ideas into actionable prototypes and Minimum Viable Products?
- How can we thoughtfully leverage newer technologies, such as conversational interfaces, to improve the customer experience?
Experience Design solutions
Service Design
Orchestrating the interaction of people, artifacts, processes, and infrastructure into a cohesive digital services system that optimizes business value and provides a seamless customer or employee experience
Process Optimization
Holistically improving business processes and validating their usefulness in the context of everyday human interactions
Change Management
Ensuring that newly built digital products, platforms and services are being successfully transitioned to and effectively used throughout their lifecycle by employees, partners, and customers
Product Strategy
Aligning business strategy, market, and end-user research with technical feasibility to prioritize a comprehensive product roadmap
Ideation
Accelerating innovation and validating strategy with iterations of possible solutions to business challenges, resulting in increased speed to market and reduced risk
Human-Centered Research
Conducting the systematic investigation of users, their needs, wants, and pain points, benchmarked against market trends and client value propositions. This validates strategy and provides comprehensive context and insight to the design process
CX Strategy
Mapping interactions between an organization and its customers across different touch points to enable strategic flexibility and improvement, linking customer experience directly with revenue
UX & UI Design
Analyzing and adapting processes, interactivity, and presentation layers to improve the overall user experience and satisfaction provided by interactions with the product
Work in Action
Redefining the onboarding experience
We collaborated with the innovation team of a financial services client to understand the requirements and limitations of their current customer sign-up process, so we could help them reduce the number of steps and friction during the process. We redefined the experience in a highly-intuitive way using the latest technologies, which reduced process steps by 60% and increased the number of new customers onboarded.
Building an analytics dashboard
We built an analytics dashboard to monitor a fleet of vehicles and enable the client to spot performance issues, trends and outliers much earlier than was possible before. In total, six different dashboard tools were designed, including a central display that enables management to oversee the entire fleet.
Streamlining an internal approval hub
We engineered an approval hub for a major media company that previously used distinct branding review processes within various marketing initiatives. The consolidated hub provides a more consistent, easy-to-use, and trackable process to help the company better protect its brand across many different channels and brand platforms.
Featured insights
EXPERIENCE DESIGN Blog
Is Your Digital Agency Really Able to Deliver?
Agencies promise the best of both worlds, a great product designed and implemented with technical expertise
EXPERIENCE DESIGN video
Forrester: Value of Experience Design for All Applications
Amanda LeClair, Forrester Research,explains why experience design is so important for customer and employee applications
15 November 2018
EXPERIENCE DESIGN Blog
6 Ways to Inspire Your Design Team
The challenge UX designers face, is the pressure to deliver inspired solutions that keep pace with technology
25 October 2018