We create exceptional services and experiences that delight customers and deliver business value.
Grounded in service design and interaction design, we follow a design process tailored to meet the needs of each engagement. We apply our skills to a range of strategic and tactical projects.
Strategy and innovation
We inform and evolve business thinking by generating, prototyping and testing ideas – making new concepts tangible and real We conduct research and synthesize findings to provide insights and opportunities for enhancing customer and staff experiences of receiving and delivering products and services.
We understand, conceive and envision cross-channel customer and staff experiences of services
Customer experience strategy
We research and define cross-channel customer experience visions, experience principles, decision-making frameworks and explicit roadmaps for realising the strategy
We recognise that change needs to be carefully thought through and communicated to staff and customers – we prototype, test and refine communication materials to inform and define communication strategy
We conduct research to understand behaviours, motivations and decision-making processes which we synthesize to reveal insights and opportunities
Concept design and testing
We generate concepts and create prototypes to enable us to gather feedback from stakeholders and customers
We push pixels, dot i’s, cross t’s and check the proofs for a range of tangible artefacts including websites, applications, print materials, intranets, etc
We apply user-centred approaches to inform, prototype, test and define site structures and wireframes
Usability testing (experience testing)
We conduct task-based evaluations of products and services delivering insights, opportunities and recommendations
We also do 101 other things besides. So if you don’t see what you’re looking for here, don’t be shy about getting in touch with us. You can either bombard our Principals en masse using firstname.lastname@example.org, or contact one of us directly.