Plan, Research, Design & Improve

Great experiences don’t happen by chance. That’s why we provide a full range of services covering user research and service design to help you take out the guesswork and business risk. What we’ll exactly do will depend on your objectives, approach, timescales, and deliverables. What we will offer though, is a simple output that gives you the insight to inform business and design decisions.

 
 
Analytic reviews and surveys, findings output as segmented user personas.

USER RESEARCH & TESTING

We have a caboodle of user research and testing methods to help you understand users’ current and future needs, behaviours and expectations.

USER Discovery

Surveys, focus groups, in-depth interviews, e2e service safari’s, UX and analytic reviews.

USER Observations

Contextual studies, diary studies, usability testing, out-of-box testing, accessibility testing and card sorts for information architecture.

 
End to end experience evaluation across channels (web and phone) to identify opportunities to optimise.

USER EXPERIENCE EVALUATIONS

We can review user experiences end-to-end to identify user barriers and provide you with solutions that will not only improve your bottom line but will make your users happier so they come back time and time again.

EVALUATIONS

Usability reviews, end-to-end service experience audits, competitor experience analysis and benchmarking.

 
Empathy mapping and service design

SERVICE DESIGN

Whether you’re building a new service, wanting to optimise an existing one or perhaps want to move your customers from phone to web, we use our design thinking techniques to help inform the solution.

CONCEPT

Service Hypothesis, Interviews, Value proposition and Empathy mapping.

DESIGN

Service Blueprints, User journeys and Business measures,

 
A glass wall covering people, process, design assets to drive forward a UX strategy.

UX STRATEGY

Many people believe being an outside-in business is expensive. That’s not the case. In fact, it’s a good investment. It’s well documented that up to 50% of engineering time is spent on reworking solutions because user requirements and needs were not well understood from the start. Plus, putting it right after build can be up to 100x times more costly. Let us help you work smarter - not harder.

EMBED

Measures, Processes, Governance, Standards, Tools, Templates and Design guidelines

GROW

Skills analysis, Training, Mentoring and Hiring.