Customer Experience

Customers expect companies to use technology to provide seamless, unified experiences. Successful organizations respond flexibly to change and disruption by continually evolving to meet consumer demands and expectations.    

Our Customer Experience (CX) team designs experiences with a deep understanding of users, context, and how technology works. Our wide array of skill sets and expertise, always guided by a strategic approach, results in exciting new ways to enhance customer experiences with modern design practices.    

We partner with clients to support and amplify the value of their offerings in service design, how they represent their offerings and business in the brand experience, and how they foster compelling interactions in customer engagement. We then deliver customer-centric, technology-led solutions created with modern design practices that meet ever-evolving needs in a continually growing digital landscape.  GET IN TOUCH!

Experience Strategy helps your organization leverage the power of digital platforms to achieve business goals and meet customer needs. By looking at customer-brand interactions across digital platforms, assessing the competition, revealing delivery pain points, and identifying gaps in the current technology stack, we recommend a future state that better meets business objectives and satisfies your customers.  

These research-driven engagements provide actionable insights into your customers and competitors—with personas, market analysis, journey maps, and, increasingly, experience concepts. We partner with our technology experts to propose implementation road maps, and together we’ve worked with clients in retail, transportation, financial services, leisure/entertainment, and manufacturing. To address accelerated time frames, we provide more tactical approaches such as product design workshops, rapid prototyping and testing, and Design Sprints, relying on domain expertise to provide immediate and targeted feedback on product concepts and brand experiences.  

Whether the emphasis is on customer research or rapid prototyping, all these engagements have one purpose in mind: to help you deliver greater value to your customers.

The creation of accessible experiences goes beyond checking a list and relying on third-party tools to evaluate and implement accessibility. Ensuring accessibility requires a unique intersection of knowledge and technical expertise, including the mastery of accessibility principles and guidelines, technical depth and a thorough understanding of key elements of human-centered design.  

Accessibility maximizes your customer base, supports SEO best practices and reduces legal risk. Through our Accessibility offering, you can be sure your digital presence and products are usable and appeal to as many people as possible, across the wide spectrum of physical, cognitive and sensory abilities.  

We believe accessibility is not merely an obligation or requirement, but that it is foundational for truly customer-centered businesses.

Conversational Technology gives you a number of new channels to connect with your customers— particularly in contact-less situations. We can partner with you to design and build live chat experiences that leverage your existing call center, chatbots for automating tasks, or text bots when casual and intermittent interactions work best. Interactive voice automation (IVR) can give you an automated, self-service call experience, and voice/natural language processing (NLP) provides full automation of intents through speech and voice recognition.  

Conversational interfaces can help you make customer experiences more approachable, provide true 24/7 access, improve perception of availability and wait times, or optimize workflow efficiency for common requests and questions, among many other applications. Chat fills in the gaps of some online retail experiences—making your brand easy to do business with, giving customers the answers they need to make a purchase, and keeping them coming back.  

With our understanding of the complexities involved in chat experiences—tech lift, scope, context, and conversational design—we help organizations adopt the right solution from the continuum of conversational technology.

Your brand identity expresses the personality of your business, aligns with your business goals, and makes a promise to your customers. A brand identity is made up of what your brand says, what your values are, how you communicate your product or service, and what you want people to feel when they interact with you.  

Developing a brand identity is about more than designing a logo. It’s about showcasing your personality, creating brand awareness, and establishing preference in order to differentiate your brand from your competition. Doing this consistently across all platforms and interactions with your audiences will help to establish customer loyalty and brand affinity.  

We can help articulate your brand story and craft an actionable value proposition. We’ll partner with you to determine or renew your brand foundation and look at your current brand identity and how it’s conveyed in the marketplace, in order to keep your brand current and relevant in an ever-evolving landscape.

Innovation. It's elusive, difficult to define, and nearly impossible to measure. Yet the old ways of working are no longer going to help organizations get ahead; instead, today’s business landscape demands that you make innovation intrinsic to your organization.  

The pandemic forced businesses to consider new ways to meet shifting customer and employee needs. And many have recognized the need to fully embrace a human-centered approach to innovation – one that involves understanding customer needs, prototyping rapidly and continually developing new ideas.