User experience services
We help our clients win advantage from how easy and satisfying it is to use their products, systems and services.
Good usability is just the start. Great user experiences follow. This leads to excellent customer, staff and stakeholder relationships, and to business success.
Our services:
User-centred design
We use specific methods that allow us to design user experiences that delight.
User experience research
Gain valuable insight into how people use (and want to use) your services, products and systems.
User experience strategy
Plan where you’re headed, how to get there, and what success looks like. We help you create the user experience strategy for your organisation, service, website or product.
Capability development
Training, mentoring and coaching services help develop your inhouse user experience and user centred design capabilities.
Expert reviews
We review your current systems or new designs and suggest quick, inexpensive, ways to improve usability.
Usability testing
We’ll show you how users actually respond to your system, service, or product and the changes that will best meet their needs.
Service design
Great service doesn’t happen by accident. We’ll design an end-to-end service that delights your customers.
Business case analysis
Make informed choices on which projects to tackle. Those that will contribute to positive customer experiences with your organisation will also contribute to your bottom line.
What we do
Our user experience (UX) services apply proven, best-practice user centred-design (UCD) methods to identify and satisfy the needs of your business and your people. ‘User-centred’ means we continually test an evolving design with real users, to monitor progress and adjust our aim as we work towards your project goals.
UCD includes a wide range of techniques that can be combined into many different services. For each client and challenge we identify the right mix, drawing on these main categories:
UX research: understanding your customer
All our projects include some form of UX research to understand your customers, your staff and your business. A clear view and good aim are essential to an effective, targeted solution.
UX strategy: planning your approach
Consistently creating great user experiences requires UX strategy. We can help you develop your approach, capabilities and culture to get the most benefit and achieve the greatest efficiencies as you embed better UX into your services, products, websites and applications.
UX design: creating the user experience
We use UX design (UXD) for requirements analysis, service design, functional design, information architecture, user interface and user interaction design using user centred design and structured business analysis techniques. We will work with you throughout the life cycle of your project, or we can supplement your team at specific points in your project.
UX review: assessing your progress
In an expert review or usability testing we assess the usability and user experience (UX) quality of your existing or planned services, products, websites, systems and documents. These activities saves you time, money and effort, ensuring any improvements you make are the ones that give the biggest returns.
UX capability development: building your skills
UX capability development includes training, coaching and mentoring to implement your UX strategy and to develop your in-house user centred design capabilities. We can also manage your design programme to ensure a balance between user needs and development realities is achieved without losing site of the relevant outcome.
What we’ve done
- Contextual research to gather insights into what makes an optimal, useful and usable experience
- Design of whole new websites and intranets: including content structure, navigation, interaction, and graphical design and coding of the presentation layer (we work with highly skilled partners, or with your preferred providers, to deliver graphical and coded website elements)
- Re-design of existing websites and intranets
- Design and re-design of parts of websites and intranets: such as user interface design.
- Functional design of software applications: for development as online applications for websites and mobile devices
- Design and re-design of services and processes
- Design and re-design of physical spaces
- Design and re-design of physical devices
- Design and re-design of ATMs and kiosks
- Prototypes: paper and online mock-ups
- Plain English documentation including terms and conditions, rules, forms, style guides
Industries we’ve worked in
- Financial services
- Government and government agencies
- Construction
- Education
- Healthcare
- Services and associations
- Technology
- Telecommunications