Discovery and UX
From strategy to launch, we put users first. Only by understanding their needs and talking their language can we deliver services that create rewarding experiences and help our clients better connect
We use qualitative and quantitative methods to understand user needs and motivations. And because we’re always looking for innovation and improvement, we also find out what makes customers feel good (or bad) about interacting with our clients’ products and services.
- Diary studies
- Ethnographic research
- Focus groups
- Benchmarking and competitor reviews
From solid research, we define every user group, map every user journey and identify every important touchpoint. We then work together to create brand experiences (digital and physical) that engage and delight... building everything for AA accessibility as a minimum.
- Information architecture
- Persona and empathy maps
- User journey mapping
- Collaborative design workshops
Usability testing and evaluations
When it comes to understanding what works (and what doesn’t), we never assume. From prototypes to fully functioning designs, we test websites or apps remotely or in person – and provide meaningful and actionable research-based results. We can handle all user group recruitment too.
- Moderated or unmoderated user testing
- In person or remote testing
- Expert evaluations and heuristic reviews
- Accessibility evaluations and testing
Great content boosts user engagement. We align business objectives with target audiences, and create content that talks their language. We’ll recommend a content management system (CMS), define a tone of voice and plan for delivery – to ensure messages stand out from the crowd.
- Content audit
- Competitor review
- CMS recommendation
- Content plan
- Writing for the Web
- Content creation and copywriting
Service design and strategy
We help organisations create better experiences for customers (and staff) through service improvement and innovation, and a strategy of transformation. How? By getting under the skin of the business, engaging with employees and understanding customers... and with years of know-how.
- Stakeholder workshops
- Value proposition analysis
- User roadmaps
- Design workshops
- Storyboards and service blueprints
We’re committed to sharing our know-how. So, from the basics to deep cuts, we help organisations get to grips with user experience. Our experts provide tailored training programmes for all levels, covering UX research and accessibility, journey mapping and user-centred design.
- Fundamentals of user research
- User-testing – from beginner to master
- Persona and customer journey mapping
- User-centred design
From independent user testing to a full discovery exercise, we’ll help define the best approach to achieve your business objectives.