Customer Experience Solutions

Customer Experience.

Creating a unified, high-quality digital customer experience ensures customers feel valued. Putting ourselves in an omnichannel mindset, we map the various digital channels and assets of a brand in order to understand the relationships between them.

We then connect the data behind those channels to create an enhanced, seamless user experience.

Getting to know the user

Persona Research
& User Journey

Our customer experience process begins by working with our client to identify the different types of users they are targeting. Having outlined one or more personas with the relevant characteristics, we then carry out in-depth interviews with potential users to discover and prioritize their wants, needs/
pain points, and challenges. Taking everything that we have learned from these one-on-one encounters, we then shape the product vision, sketch out specific features and plot the user journey, from A to Z.

Hitting a design home run

Design Sprint

With the users defined and an idea of the product – either general or specific at this stage - we embark on a Design Sprint. Over the course of up to five days, we look at the product from every possible angle, weighing up the pros and cons of every feature, and examining every detail to create the product customers dream of. Incorporating a high level of
characterization, the resulting prototype is then subjected to testing by a representative sample of target users. Taking on board their feedback to fix, enhance or even ditch specific features, we end up with a clear idea of how the product will look and behave - and crucially, what users think about it - leaping months ahead in the product development process read more read more

User Experience Design

Defining a detailed concept

Focusing on the users’ journey, we identify potential challenges they may encounter along the way, and create effective solutions. Taking into account business goals and any relevant technical constraints, our UX design process takes our clients from concept through navigation to the information architecture, arriving at a document that sets out everything that will go into the product. We then produce a wireframe of the main navigation screen, complete with design look & feel, presenting a functional product that we review together, making real-time updates as we go
UX

UX review and user testing

With the wireframes in place, we subject the product to intensive UX review and user testing. Over the course of two days, up to ten different users in our testing lab put the mockup through its paces in a range of different scenarios. This is where we drill down into the user experience to ascertain whether the product is fit for purpose. We want to know: do users easily understand how to use the product? Is it actually useful? Does it answer the users’ needs? The result is an actionable document detailing what works well, what is less effective, and what needs to be fixed, all prioritized Read More Read More

Digital Branding & visual ID

Taking the Brand Digital

With the users defined and an idea of the product – either general or specific at this stage - we embark on a Design Sprint. Over the course of up to five days, we look at the product from every possible angle, weighing up the pros and cons of every feature, and examining every detail to create the product customers dream of. Incorporating a high level of characterization, the resulting prototype is.

With the users defined and an idea of the product – either general or specific at this stage - we embark on a Design Sprint. Over the course of up to five days, we look at the product from every possible angle, weighing up the pros and cons of every feature, and examining every detail to create the product customers dream of. Incorporating a high level of characterization, the resulting prototype is.

Look & Feel

Creating the User Interface

With the wireframes ready to go, the final stage is to create the look & feel of the product’s user interface. Led by our in-house Art director and informed by our research into the latest design trends, we design a compelling UI solution that may include
animations, illustrations and a design language specific to the product. Once a UI concept has been chosen for the product, we embark on a detailed design process to put it into action.


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