We are a Customer Insight and Service Design Agency

Helping you deliver incremental gains, optimised experiences and new innovations. We have a relentless passion for unearthing truths, defining insights and collaborating with clients to design measurably better products and experiences


Our Services

Insight through to Innovation

User Research

Our team of talented researchers specialise in understanding people. To do this we use data and depth research to understand what people need, and design services that help customers achieve their goals.

UX & Service Design

We design experiences and services based on real insights from real customers – from customer journey mapping to service blueprint and roadmap to implementation. Our approach brings together customer insight with business drivers, using co-design to ensure effective outputs.

User Testing

We're experts in facilitating evaluative research leveraging best practice usability and design heuristics. We've delivered research across 19 countries, delivering over 500 user tests each year. Our proven methods guarantee meaningful insight and immediately actionable recommendations.

Customer Experience Strategy & Transformation

We assess the current state of an organizations customer experience and identify opportunities to transform. We design actionable roadmaps to help you deliver your strategic transformation goals. Our partnerships with CX Technology Providers and Experts allows our team to provide new and innovative solutions to improve your CX maturity.

Customer Journey Mapping

Our approach to Customer Journey Mapping considers all touchpoints and channels to define detailed customer journey maps and service blueprints. We blend physical experience with digital, and understand customer journeys on the front and back-end. We produce visual outputs to help tell the as-is, and to-be story of the customer.

Co-design & Innovation

We assess the current state of your business and identify opportunities to disrupt. New products, services and experiences give your business the opportunity to get ahead.

Client Testimonials

Trusted by our clients to deliver

ExperienceLab understood took the time to understand the product space well, meaning they were able to translate their research into meaningful and actionable insights"

Senior UX ResearcherGlobal Workplace Technology

They worked as part of our leadership team, provided excellent insights and great visualisations to assist decision making. I would fully recommend their skills and services"

Improvement Project LeadNorfolk and Norwich University Hospitals

Our experience working with ExperienceLab was a breeze, they were collaborative and responsive, the agile way of working was highly effective"

Head of User ResearchGlobal Insurance Brand
Client List

A broad range of sector experience

International Research Capability

Delivering Multi-Market Research Globally

Send us your enquiry

Whether you have a full defined brief, or have a challenge, and would like some input on how to approach it, our experts are here to listen and support.