So, why is UX important?
73%
of consumers say they are likely to switch brands if they receive inconsistent levels of service
52%
of consumers will share their bad experience with friends and family
88%
of online consumers are less likely to return to a site after a bad experience
When it comes to User Experience, customers form an impression of an organisation every time they experience and interact with it through a variety of touchpoints – so how can we be sure their experience will be positive?
We thrive on creating user experiences that are simple, effective, and aligned with company values. After all, when customers succeed, so do businesses.
Here’s how we approach every UX project.
Customised approach
UX projects are rarely one-size-fits all. Businesses are unique with their own customer groups with specific needs – and so we take a tailored approach to every project.
When you contact us we listen to your needs and then work with you to select the right combination of research or design activities. We also scale activities to complement specific timelines and budgets.
Insights-driven
Often it’s difficult for companies to see outside the walls of their organisation. We act as the objective voice of the customer.
Our rigorous and evidence-based approach takes the guesswork out of design. Want to know what your customers need? We’ll ask them. Wondering how well your design works for your customers? We’ll test it.
With these inputs you’ll have the confidence to make critical design decisions and ensure that solutions are effective and focused in the right areas.
Holistic approach
User experience doesn’t start or end with a single webpage that exists in isolation – it’s part of a ongoing relationship that spans multiple channels.
For every project we consider it’s place, function and relationship to other touchpoints in the brand ecosystem.
By creating journeys which include all of the key touchpoints we are able to quickly identify potential pain points and isolate bottlenecks in a customer journey. Armed with this deep understanding of the end-to-end journey, we are able to craft meaningful brand interactions for them throughout their experience.
Co-creation
Innovative, future-ready, customer experiences aren’t created in isolation. It takes a mixed group of creative and strategic minds, including actual users, stakeholders, and innovative designers all working together as cross-functional team to create better brand experiences.
We work as an integral part of your agency or in-house team.
Validate & measure
The most successful user experiences result from iterative testing throughout the product lifecycle. We embrace the user-centered design approach to developing new products in order to minimise risk and maximise return on investment.
User testing and careful measurement allow us to ensure that any critical interactions are frictionless and make informed decisions based on user feedback and evidence of detailed flows and navigation habits.