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
Insight through to Innovation
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.
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