As more devices enter our lives, the challenge for businesses to engage effectively with their customers becomes greater and more complex. Our omni-channel and user-centred approach comes from a firm understanding of the audience, the business and the market in which the product or service is to exist. Ultimately ensuring that, no matter which channel a customer uses, they get the best, frictionless experience which they deserve whilst creating business value.
Our novel approach to corporate innovation helps you disrupt your own industry before it is disrupted from the outside. We leverage the insight you already hold within the organisation and combine your internal resource with ours to create a working MVP (minimum viable product) for a “startup” operating in the same industry as yours. We then help you roll out the new ideas from this project by creating a detailed roll-out plan.
We offer several training workshops and projects to help senior leadership teams keep abreast of emerging technologies and the changing mindset amongst digital disruptors.
Assessment and benchmarking
Our low-touch methodologies mean that we learn all about you without disrupting the flow of your business. Our experts evaluate your multi-channel experience and then compare it against your direct competitors as well as comparative organisations. We find this is a great way to identify opportunity areas as well as gaining a comprehensive overview of how your brand is performing across all your customer channels.
Our expertise using this technique means we can produce a comprehensive picture of your customer journey, as well as the internal processes that affect it and the rest of your business. This enables us to show the service you currently offer at both a micro and macro level. This end-to-end service mapping includes all customer touchpoints, external sites, internal sites, technology and marketing and identifies gaps and areas most in need of improvement.
Overflow UX support
We’re always on hand to step in and help your internal UX team meet a tight deadline or cope with a pinch point - think of us as an extension to your internal UX team. Our experienced researchers and designers are more than happy to take your team members under their wing to increase the knowledge and capability within your organisation, whether by working side-by-side or by helping you recruit new members of the team and work out what the internal structures should look like.