Approach / Experience
Design products and services that work
Customer experience, service design and digital product to connect people's needs with the organisation's goals.
Approach
From the whole journey to the detail of every interaction
We design how a service is accessed, used and delivered. We connect touchpoints, processes and interfaces to improve usefulness, understanding and consistency. We prototype and test decisions before scaling up investment in development.
When it makes sense
- People struggle to understand or use a service.
- Your digital product needs to evolve without losing consistency.
- Channels and teams offer experiences that are disconnected from one another.
What we can solve
Customer experience
Analysing and designing journeys to find pain points and opportunities in the relationship with the organisation.
Service design
Defining how the service works for people and which processes, resources and teams make it possible.
Digital product and UX/UI
Information architecture, flows, prototypes and interfaces for websites, apps and platforms.
Design systems
Components, patterns and usage guidelines to keep the product consistent and easy to evolve.
Accessibility, content and interface behaviour are part of the design process. Motion is used when it helps to guide, explain or express the brand.
What you get
Journeys, service models, flows, prototypes and interfaces, depending on the scope. The work can include usability testing, a design system and specifications for implementation.
How we work
01. Understand the use
We research the tasks, the pain points and the conditions in which the solution has to work.
02. Model the experience
We define the journey, the service and how its touchpoints relate to each other.
03. Design and test
We develop alternatives and prototypes and evaluate them with the agreed methods.
04. Support implementation
We document the decisions and review how they are carried into the product or service.
Scope and stages are adapted to each brief; there is no need to commission the whole process.
The design can be implemented with our development team or with the client's supplier. Evaluation afterwards helps prioritise improvements in use, understanding and adoption.
Connects with
05 Before we start
Can we commission the design without the development?
Yes. We define the deliverables and the coordination needed to work with your technology team or an external supplier.
How do you validate that a solution works?
We agree what needs to be checked and with which method. Testing with people, when it is part of the brief, is kept separate from expert review and technical checks.
Do you include accessibility?
We build it in as a design criterion. The scope of evaluation and verification is agreed for each project; a visual proposal on its own does not prove that the final product complies.
Contact
Where does the experience need to improve?
Tell us who uses your product or service and what they find hard to do.