Consulting Services

Customer Experience

If you can meet customer needs, you can have a business.

Customer experience consulting is, in part, about uncovering the truth about the customer—who they are, where they are, what they want, and why they want it. Not just what they say, but what they do.

The fact that we do this well has nothing to do with innovative practice—we use standard methods of qualitative and quantitative research. We are effective because we have actually developed and shipped projects before—so we have a depth of experience from which we can accurately interpret the results.

Customer experience consulting is also, in part, about designing experiences to meet both the needs of customers and the goals of the business.

Because we tend to work on high-involvement decisions or behaviours, the experiences we design can often be quite involved. Not complex in their own right, but in aggregate—as smaller experiences connected in a larger web because no single experience can do the entire job.

We create cross-disciplinary teams, drawing on education, marketing, entertainment, technology, psychology, advertising, science, art… whatever helps. These teams collaborate, co-design, research and test our strategies and solutions with involvement of clients and customers.

Again, we do this well not because of innovative practices. We are effective because we are experienced. We don’t do experience design for the sake of producing rich persona documents or detailed user journey maps. We are not here to grow 3M’s Post-It business.

We are here to solve business problems and deliver results. And it is our depth of experience that lets us turn customer research into insight, empathy and action.

  • Customer research
  • Persona development
  • Journey Mapping
  • Experience Design
  • Wireframing
  • Rapid Prototyping
  • User Testing
  • Reporting and analysis

Customer Experience Case Studies

Isuzu UTE Australia

High-value purchase decisions on mobile phones

Who makes complex and expensive purchasing decisions on their phone? It turns out a lot of people do, if you provide them with the right kind of experience.

View case study