CUSTOMER EXPERIENCES | CX

Empowering Humanistic Moments

Design sprint workshops (based on IBM and Google frameworks) enable us to empathize with customer needs, uncover existing pain points, and address new opportunities to transform customer pathways.

DEFINING STRATEGY

Choose your Journey

User testing, card sorting, and supporting metrics are all valuable tools for measuring the success of a UI. User testing involves observing users as they interact with the UI. Card sorting involves asking users to sort cards with different UI elements into categories. Supporting metrics can include things like time spent on the UI, number of clicks, and number of errors. By following these principles, you can create a good UI that meets the needs of the customer and makes them happy.

BENCHMARKING ANALYSIS

Reading the Landscape

It is not enough to simply be aware of what your competitors are doing to disrupt the market. One must also be able to identify and capitalize on new trends, as these can provide valuable insights into how to better serve a specific channel or need.

JOURNEY MAPPING

Customer Touch-points

Gaining a thorough understanding of customers' interactions with a product or service allows for the identification of friction points, high-tension areas, and opportunities to define a realistic customer projection.

SERVICE BLUEPRINTING

Reshaping impactful touch-points

The strategic integration of customer behaviors and technology is essential for creating seamless user experiences. However, complex user experiences can often break down due to internal organizational shortcomings, such as a weak link in the ecosystem. By creating basic principles, organizations can create seamless user experiences that delight their customers.

LEADING FOR CREATIVITY

Emerging Technology Forecasting

Achieving successful innovation is challenging, as it is difficult to address challenges that may or may not exist within our digital landscapes. These challenges could have negative (or positive) impacts on either existing or new market segments that are powered by channel-less customer experiences.

USER EXPERIENCE | UX

Ideas to Delivery

Communicating customer interactions and design guidelines effectively can be achieved through the visual presentation of information in the form of wireframe conceptualizations, user/process flows, and site mapping.

BRANDING | MARKETING

Cohesion Frameworks

The goal is to ensure consistency in the visual presentation of information and interactions across all channels. This will be achieved by defining company style guidelines and best design practices for all segments.

STORYTELLING FOR INFLUENCE

Tiered Visual Insights

Defining the narrative for specific use cases and including a visual component provides opportunities to frame the experience and touchpoints that cannot be captured within prototype renderings.

A narrative is a story that explains a sequence of events. In the context of user experience design, a narrative can be used to describe how a user will interact with a product or service. A visual component can be used to illustrate the narrative and make it more engaging.

By defining the narrative and including a visual component, designers can create a more complete picture of the user experience. This can help to identify potential problems and ensure that the product or service meets the needs of the users.

INSIGHTS FOR INNOVATION

Defining Advancement Strategies

The ultimate disruptors are those who change the status quo. They are the companies that create new markets and set trends in the landscape of technology and customer lifestyles. Some of the most notable disruptors are changing the world. These companies are not afraid to challenge the status quo and they are constantly innovating. They are the ones who are driving the future.

PERSONA IMPLEMENTATIONS

Demographic Representations

Market segmentation is the process of dividing a market into smaller groups based on shared characteristics. This can be done by demographics, such as age, gender, and location, or by psychographics, such as interests, values, and lifestyle. Market segmentation can help businesses to better understand their customers and target their marketing efforts more effectively. It can also help businesses to identify new markets and opportunities.

Market segmentation can be a powerful tool for businesses of all sizes. By understanding their customers and targeting their marketing efforts more effectively, businesses can increase sales and profits.