Customer experience (CX) is defined by the quality of interaction between your customers and your brand.
Meaningful customer experience doesn’t happen by accident. It is built over time through multiple channels and multiple interactions. Each touchpoint needs consideration and investment.
Our customer experience work is driven by the discovery phase. We learn about your business and strive to understand your customers. This is achieved by:
- Engaging with you to quantify success and unlock innovation
- Researching customer behaviour to pinpoint business opportunity
Our creative services deliver visual and interactive design capability to bring the research to life. We value collaborative design sessions with your team; refining through iterative prototyping and validating with customers. In parallel we talk content strategy and brand tonality. Then define the appropriate information architecture to support it.
Ultimately the goal is a customer experience that delights while delivering measurable value to your business.
We do this by:
Our customer experience capability is equally applicable to service design challenges. We design involving customer experience across any combination of digital and physical touch points. Discovery drives customer experience mapping and service blueprints. Co-creation activities and service walkthroughs drive the solution.
Rapid design and validation
Our Rapid Design and Validation (RDV) methodology brings the best of agile and lean thinking to experience design. It’s the ideal approach to evaluate and test new product ideas within weeks.