What we do

Insight | Design | Transformation

We offer three core services:

Insight

We offer a wide range of techniques to understand and quantify customer needs, customer experiences, behaviour and outcomes. This spans customer journey mapping, qualitative and quantitative research, accompanied visits, web usability, web analytics, service delivery tracking and benchmarking.

Design

We help Clients design and validate new customer journeys based on industry best practice and with input from Client workshops, Customer research and collaborative design. Our design scope encompasses proposition development and the design of all on and off-line customer touch points, brand expression, customer contact strategy, customer communications, service design and process design.

Transformation

Services are experienced over time and across many touch-points. They must work equally well for customers and service providers. Turning design into real-world customer experiences requires cross-functional collaboration and the re-engineering of processes and systems . We support clients through: establishment and facilitation of cross-functional groups, business case, change prioritisation, auditing processes and systems, source and manage third party suppliers, working with the board to drive new cultural norms, continual review to balance internal drivers (reduced cost / increased sales) against customer needs and want.

We also offer proprietary Practical Management Coaching. This is management training and development based on the reality of managers’ roles. Engaging and developing success with teams by providing tools and techniques that they can use. Our proprietary Pragmatix™ model coaches the skills required to do ‘the whole job’, building confidence and ability by providing pragmatic and focused support.

Through tools like these we help companies consistently deliver the high quality customer experiences that our insight has revealed and our design process has developed .