A customer experience design organisation

RESEARCH · DESIGN · DELIVERY

CUSTOMERS DESIGN THE BEST EXPERIENCES

We combine the insights of a consultancy with the creativity of an agency. A unique hybrid that successfully delivers customer evidence led change.

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Dedicated team

We have a dedicated team of expert customer experience researchers, product designers, information architects, interaction designers and transformation experts.

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Private and Public sector focus

We operate successfully across both the private and public sectors enabling cross-fertilisation of ideas and solutions. Nobody has a monopoly on good ideas, we take the best of both sectors and share.

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Central London based research labs

Our purpose built labs provide an informal customer environment that fosters engagement whilst our technology enables us to observe and record all the important learning.

We provide the evidence to drive your ideas

UNDERSTANDING CUSTOMER BEHAVIOURS

We engage with customers to uncover their needs, motivations, expectations and pain points to design better, more relevant experiences.

DESIGNING GREAT CUSTOMER EXPERIENCES

We specialise in working with customers to co-design great experiences, build effective prototypes and create fit for purpose services.

DRIVING EXPERIENCE-LED TRANSFORMATIONS

Change designed by customers for customers delivers high levels of adoption, satisfaction and sustainability and significantly reduces programme risk.

APP DESIGN AND DEVELOPMENT

Great apps need intuitive functionality, engaging interfaces and an emotional pull that drives sustained usage. We design apps that delight customers and deliver your ambitions.

EXPLOITING INNOVATION

We work with organisations to effectively harness innovation. Our design methods, partnerships and approaches help organisations face the disruptor challenge and remain adaptive within their markets.

UI OPTIMISATION

We optimise websites and mobile apps to ensure customer satisfaction, retention and value. Customer expectations are shifting constantly so we help organisations to be agile in their designs and interfaces to adapt to new demands.

We believe everyone impacted by a service or product are customers. Hence we work with all customers to design outstanding and cost effective solutions.

EXAMPLES OF OUR WORK

Complex Service Design and Innovation

Healthcare

Researched the provision of FM services within the challenging environments of 6 major NHS hospitals. The resultant service re-design delivered a ground breaking re-definition of the role of FM staff - they are now recognised and utilised as a strongly positive influence on the patient care journey and overall hospital efficiency

Market Analysis and Service Design

Retail Food Outlet

Researched the customer experience in an under performing major retail food outlet. the resultant customer led re-design shifted the environments emphasis to its addressable markets needs. This shift in emphasis created a clarity of purpose for the outlet and a clear customer satisfaction goal.

Understanding Customer Choice and Behaviour

Online Retail

Developed and delivered consumer digital purchasing research project in UK, US and Europe for market leading prestige drinks brand. Using interviews, observation and eye-tracking we identified critical influencers on consumer purchasing propensities and moments of truth - invaluable for our clients e commerce site design

Rapid Research Labs - Supporting Agile Development

Financial Services

Rapid Labs is a concept developed for an internationally successful Financial Services organisation that enables new concepts to be prototyped and customer tested prior to major investment. The fast build/fast test/fast fail approach involved week on week usability sessions with customers to rapidly iterate concepts,designs and products. The result informed and de-risked all new and enhanced product developments

End-to-End Customer Experience Design

Transport

We developed and delivered customer research and co-creation to inform the re-design of a prestigious and iconic train service Through the application of multiple research techniques e.g.face-to-face interviews, mystery shoppers, a full size mock-up carriage and consumer focus groups, we tested and advised on both the digital and physical customer experience. In addition our insight provided key guidance on the future pricing of the service.

Multi Country Testing and Analysis

Transport

Designed and led complex research and analysis across 5 disparate critical markets in Asia and the Americas. Our client, a global Health Insurer, wished to understand the common and market specific factors affecting critical illness sufferers. Using our experience of working within differing cultures and languages we brought our findings to life through the creation of customer journey maps, personas and supporting detailed insight reports. This provided our client with a real understanding of their potential customers. This, in turn, is informing the creation of a single flexible multi-feature product for deployment across disparate markets.

Mobile App Interaction Design

Digital design

Designed and created an innovative interactive mobile app for use in hospital environments. The app provided a highly visual digital tool to improve the overall hospital efficiency and patient/visitor/clinician experience with features such as wayfinding around the hospital, patient meal selection, retail outlet location and ordering, departmental information , pre-admission data gathering etc.

SOME OF OUR CLIENTS

We value every client relationship, from large FTSE 100 companies to small charities, and have over 70% repeat customers.

CONTACT US

If you are interested in really understanding your customers and designing services and products with them, please contact us by.