Home / Customer Research and Experience Design

Customer Research and Experience Design

We use research-led practices to design seamless customer experiences that boost business results.

Customer Research • Service Design • Product Design • Design Systems • Digital Accessibility • Omni-Channel • Customer Research • Service Design • Product Design • Design Systems • Digital Accessibility • Omni-Channel • Customer Research • Service Design • Product Design • Design Systems • Digital Accessibility • Omni-Channel •

Create high-impact moments for your customers

When you understand your customer, then you understand how to push your strategy forward. We help you uncover key customer problems, and design groundbreaking solutions that meet their needs and grow your business.

Our focus areas

Customer Research

We use both quantitative and qualitative techniques to gain a deep understanding of your different customer segments. Insights are translated into data visualisations, personas and customer journeys, and then we provide strategic recommendations on the highest-value problems to target.

Learn more

Interviews and focus groups
Surveys
Card sorting and IA testing
Usability testing
Multivariate and A/B testing
Personas and customer journey maps

Service Design

Whether you want to design a new innovative service or improve an existing one, we use research-led practices to identify both front stage and back stage processes, and how they tie in with customer actions to create a seamless journey.

Learn more

Ideation and prioritisation
Service blueprints
Storyboarding
Service storming
Service pilots
Service evolution roadmaps

Product Design

Our experts have designed innovative platforms, apps and websites for Australia’s biggest brands. We work with you to define a product strategy, prioritise features and then design the solution iteratively from low to high fidelity, backed by continuous rounds of user testing feedback.

Learn more

Ideation and prioritisation
User journeys
IA diagrams
Prototyping
Product validation and usability testing
UI design

Design Systems

Design systems speed up design and development workflows, as well as create greater brand and design consistency. We help you break down your visual language into reusable components that your teams can use to deliver ideas.

Learn more

Component audits
Atomic component design
Styleguide and component documentation
Design system governance

Digital Accessibility

Our solutions are designed strictly according to WCAG criteria. We work with development teams to ensure products are usable by all, including those using screenreaders, magnifiers, and more. We also perform accessibility audits on existing products to help you identify areas of improvement.

Learn more

Accessibility audits
Accessibility implementation
Documentation
Training and governance

Technology and digital strategy
Specialist principal consultants
Digital transformation

Advisory

Specialised high-performance teams
Seamless delivery and outcomes
Flexible commercials – Fixed-price, outcome-based, milestones

End-to-end delivery

Co-sourced specialist teams
Enhancing existing capabilities from within
Modern Agile engineering and delivery practices

Customer Research and Experience Design

Create high-impact moments for your customers

Our focus areas

Customer Research

Service Design

Product Design

Design Systems

Digital Accessibility

Flexible tech consulting models to suit the way you work.

Advisory

End-to-end delivery

Team augmentation