Design has the power to deliver value, to bring about strategic change, and to improve people’s lives. It lets us humanise technology, understand complexity, shape culture, and solve problems. Fundamentally, good design requires a deep understanding of people – the customers, citizens, and users that interact with digital services every day.
Our high-performing technical teams are supported by collaborative, insightful design and research. Building on a foundation of user research, we plan, measure, and diagnose. Through effective interaction and service design, we deliver excellent user experience.
Customer experience strategy
We develop and realise visions. A strong and clear vision is the first step towards designing the user’s experience of a service. We define, plan, and document organisation-wide approaches to improving customer experience, ultimately to meet business goals and user needs.
We help businesses and government organisations make their vision a reality centred around people. We take a holistic view of a problem: working in partnership with our customers, we join the dots between a user’s experience of a service and the operations that drive it, striving for optimised and efficient service design.
Natural and delightful interaction design brings enthusiastic users back time after time. A service, app, or website which is a pleasure to use – however ordinary or spectacular the context – leads to watercooler moments of recommendation and high ratings, attracting new users. Excellent interaction design elevates brands, drives conversions, and differentiates from the competition. We go beyond the utilitarian and create work that truly stands out and inspires: this is what it takes to reach #1 in the app store.
A deep and shared understanding of users will guide innovation in service and interaction design. From interviews, surveys and usability testing, to A/B testing and other quantitative methods, we generate an unbiased understanding of what users are doing, and why they do it. Through this process of continuous assessment, by allowing our teams to flexibly and rapidly adapt their approach, we reduce project risk and increase the likelihood of creating a well-loved user experience.