Experience Lab is part of Serco Group plc.
We work with consumers, clients, experts, technologists, artists and scientists. Then by constantly prototyping, testing, tailoring and improving, we quickly and efficiently deliver solutions that work.
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.
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.
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.
We assess the current state of an organisation’s 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.
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.
We have a number of tools to help you define both core and disruptive innovation. Our innovation approach assesses the current state of your business aligned to user needs to identify opportunities to disrupt. New products, services and experiences give your business the opportunity to get ahead.