Using proven CX and UX methodologies to create services that customers love using.
Using proven CX and UX methodologies to create services that customers love using.
Design thinking.
Empowering your teams to ideate, understand users, challenge assumptions, and redefine problems.
Design doing.
Turning your ideas from the ideation phase into creative, innovative solutions to prototype and test.
Design thinking.
Empowering your teams to ideate, understand users, challenge assumptions, and redefine problems.
Design thinking.
Empowering your teams to ideate, understand users, challenge assumptions, and redefine problems.
Dive deep into your service, users, and delivery team to uncover hidden opportunities through ideation.
Collecting the evidence for change.
Collect compelling evidence for change through ethnographic, quantitative, and qualitative research. Gain a profound understanding of business, customer, and staff needs. Utilize primary and secondary research to provide a clear, comprehensive understanding of the overall experience.
Shadowing.
Witnessing the driving forces, procedure, important moments and limitations from the users interactions with the service or product.
Contextual interviews.
Observing behavioural patterns of people using the service and unearth new opportunities for innovation and gain real knowledge of it’s current use.
In-depth end user and stakeholder interviews.
In-depth conversations with users of the service to gain insight into their lives and experiences. Uncovering their attitudes, conditions, moments and contexts of its use and its strengths and weaknesses.
Service Safari.
Experiencing how similar services feel as a customer to develop a first hand understanding of the service landscape and document best practice.
Defining solutions through ideation.
Precisely define the problem and generate innovative solutions through focused ideation.
Audience segmentation and personas.
Identifying and documenting existing and potential user groups to understand their needs, objectives, motivations and behaviours.
Customer lifecycles.
Understanding the context in which the service is used including entry and exit points and what brings them to the service in the first instance.
Stakeholder engagement map.
Identifying the key players and their paths of engagement across the service that will meet their needs.
Vision stories.
Animated video to show how the service will be experienced by different stakeholders and through different channels.
Proposition scenarios.
Illustrating the opportunities and innovations to imagine the future service combining technologies, interactions and outcomes from the customer and staff perspectives.
Journey mapping.
Showcasing the steps that a user takes in a process to accomplish a goal.
Service Blueprinting.
Creating a blueprint of how the service and related experience will be delivered, end to end, front to back and across channels. The actions customers will take and the people and processes that will support them.
Design sprints.
Facilitation in person or remote design sprints. From idea to tested concepts in a week where we empathise, define, ideate, prototype, and test new solutions.
Design doing.
Transforming research and ideation into groundbreaking solutions to prototype and test.
Design doing.
Transforming research and ideation into groundbreaking solutions to prototype and test.
Implement ideas from the ideation and design thinking processes to create powerful digital touchpoints.
Design.
Defining the design principles, the structure, features and functions of the digital product or platform through architecture to high fidelity designs.
Prototype.
Creating prototypes from paper representations of digital products, to digital versions, to help realise concepts and test ideas.
Test.
Managing the testing process from start to finish. From writing the recruitment spec, testing scripts, conducting testing whether lab based or virtual, to synthesising and conducting prioritisation workshops.